Resident Consultation

Helping us shape our approach to Resident Engagement

Launched 28/04/2026

We are consulting with residents on a new Resident Engagement Policy. This policy sets out how we listen to residents, involve you in decisions, and make sure your views influence services, standards, and priorities. It replaces our previous Resident Engagement Panel policy and provides a clearer, more joined‑up framework for engagement across Cornerstone. Your feedback will help us check that the policy is clear, fair, and focused on what matters most to residents. 

Why are we developing this policy? 

Good resident engagement leads to better services, stronger trust, and safer communities. Residents understand their homes and neighbourhoods better than anyone else, and we want your lived experience to shape how we plan, deliver, and improve services.

This policy also helps us meet regulatory expectations under the Transparency, Accountability and Influence Standard, and demonstrates our commitment to being open, accountable and resident‑focused. 

What does the policy say – in summary? 

1. Our commitment to residents

The policy commits Cornerstone to:

• Listening to residents and involving you early in decisions
• Providing inclusive and accessible ways to get involved
• Being clear about what residents can and cannot influence
• Showing how resident feedback is used
• Treating all residents with respect

These principles are designed to make engagement meaningful, not tokenistic. 

2. How residents can get involved

The policy sets out different levels of engagement, so residents are clear about the influence they have:

• Inform – keeping you updated about services and decisions
• Consult – asking for your views through surveys, feedback and focus groups
• Involve – working with residents to explore issues and shape options
• Collaborate – shared decision‑making, such as scrutiny panels or procurement panels
• Empower – residents leading activity, influencing priorities, or holding us to account

A wide range of methods are included, from newsletters and surveys to workshops, estate walks, scrutiny reviews and resident involvement in procurement.

3. Resident scrutiny

A key part of the policy is resident scrutiny, which is how residents independently review services, policies, performance and value for money.

• The Resident Engagement Panel acts as the scrutiny panel
• Residents choose scrutiny topics using performance data and resident feedback
• Panels produce formal reports with recommendations
• Senior leaders and the Board must respond in writing
• Agreed actions are monitored and progress shared with residents

Scrutiny is focused on learning and improvement, not blame, and helps ensure strong accountability. 

4. How decisions are influenced by residents

The policy explains how resident feedback is built into decision‑making at all levels, including:

• Reports to senior leaders and the Board
• Service reviews and policy development
• Scrutiny recommendations and management responses

Decision‑makers are expected to consider resident views alongside other evidence and be transparent about how feedback has influenced outcomes. 

5. Reporting back to residents

To build trust, the policy commits to clear feedback loops, including:

• Publishing scrutiny outcomes and recommendations
• Regular “You said, we did” updates
• Explaining when and why suggestions cannot be taken forward
• An Annual Report to Residents covering performance, spending, safety and complaints 

What impact will this policy have on residents?

If the policy is adopted:

• Residents should see clearer, more consistent opportunities to get involved
• There will be greater transparency about how views are used
• Scrutiny will be more structured and visible
• Feedback should lead to clearer actions and improvements
• Residents involved in scrutiny and engagement will have defined roles, support and influence

The policy does not remove existing ways to raise concerns or make complaints – it strengthens how learning from these is used. 

What we want to hear from you

We would like your views on:

1. Clarity – Is the policy easy to understand? Is anything unclear?
2. Opportunities – Do the engagement methods feel meaningful and accessible?
3. Influence – Are we clear about how much influence residents have at different stages?
4. Scrutiny – Does the scrutiny process feel fair, independent and effective?
5. Inclusion – Does the policy do enough to include residents from different backgrounds and circumstances?
6. Improvements – Is there anything missing, or anything you would change? 

What happens next?

Your feedback will be reviewed and used to refine the policy before it is finalised. We will report back on what residents told us and what changes, if any, have been made as a result.

Thank you for taking the time to share your views – your voice matters in shaping how we work with residents now and in the future.

How to share your views

We welcome your thoughts, questions and suggestions to help shape the policy.

You can get in touch with us:

• By email: mail@cornerstonehousing.net
• By online form: using the form on this page
• By phone: 01392 273462 (Option 3)
• In writing: Cornerstone Housing, Western Way, Exeter, EX1 1AL
• In person: At our reception in Western Way (open daily 10.00 –12.00 and 2.30–4.30)

If you would prefer to discuss this in conversation, we can arrange a call or meeting at a time that suits you. If you would rather speak to a resident on our Resident Engagement Panel, that can also be arranged.

The consultation is open until Wednesday 20th May 2026.