Resident engagement mornings

Working Better, Together — This Saturday 14 June 2025

Sutton Federation of Tenants and Residents Association (SFTRA) and Sutton Housing Partnership (SHP) invite residents to join us at our next resident engagement morning where out theme will be focused on working better, together.

• Sutton Civic Office (head to reception upon arrival) 
• This Saturday 14 June 2025
• 9:30am — 12:30pm

 

May 2024 Resident Engagement Morning 'You said, we did'

At our resident engagement morning in May you wanted us to take action on the following:

You said

Residents told us communication about repairs remains poor and needs further improvement.

We did

We have launched a repairs SMS messaging service to improve communication to residents about upcoming repair work to their property. This is a new step in SHP’s repairs process, enhancing our commitment to strengthen communications with residents. This new functionality will ensure that residents are kept up to date from the moment a repair is raised all the way through to completion, including when the operative is on their way.  

You said

In the summer months many communities have ‘get togethers’ which enables elderly and disabled residents to get together with their fellow neighbours, SHP should attend these events even if for an hour to give all residents the opportunity to be involved and have their say.

We did

SHP are involved in and hold several events through the summer and winter months which are advertised via our communications channels. We have introduced a Resident Action Day programme for 2025 and will be attending various summer parties. If we are made aware of an event by a resident we would always consider involvement. 

You said

Unknown youths gather in the car park & communal areas and intimidating residents who actually live here.

We did

We accessed the area in question and determined the youth gatherings are not residents of this particular estate. SHP are working with the police to manage this. As a counter measure SHP have deployed security to the area several times and worked with residents to reduce the issue.

July 2023 Resident Engagement Morning 'You said, we did'

At our resident engagement morning in July you wanted us to take action on the following:

Estates

You said

Residents told us that weeds around gardens, kerbs and pavements seem to be becoming more of a problem and make outside areas look messy.

We did

Our estate teams will introduce a new weed control programme next spring to make sure weeds are kept under control and outside areas look spick and span.

Repairs

You said

Residents told us communication about repairs is poor and needs to improve, especially around appointments.

We did

We will now ring all residents the day before their appointment to confirm it can still go ahead. We will confirm an AM or PM slot or rearrange the appointment. If we’re not able to make contact by phone we will send an email from our repairs team confirming the appointment.

25th March 2023 - Resident Engagement Morning 

SHP and SFTRA invited residents and partner organisations along to the Civic Centre to share information on what we are working on, and to gain valuable feedback from our tenants and leaseholders on the services we provide. As this is a transformative time for social housing, there was a lot to share and SHP presented on the following topics:

• Our Customer Complaints journey 

• An overview of our resident engagement strategy

• What we are doing to tackle damp and mould 

• Changes in social housing regulation

Those that attended enjoyed the opportunity to network with other residents and to have their opinions heard. 

You said: 

There are some recurrent problems that do not seem to be taken onboard at SHP and communication can be a problem. In particular, it was felt that call backs were an issue. You said you would like clearer communication on repairs so that residents know the full details or their repair and the timescales that they can expect it to happen in. 

We did:

We have started advising callers of the works order number when the repair is raised, this change has been received positively. We are currently testing an update to our system to bring in more detailed text messaging when a repair is raised. 

You said:

There is not enough information available on what major works are happening

We will:

We will share the capital programme prominently both with staff and with residents so there is visibility and awareness

You said:

Some estates felt they had lost confidence in their Housing Manager and that feedback from Walkabouts is not timely or comprehensive 

We will:

Ensure that a full walkabout schedule for 23/24 is available to all residents and updates will be added to the walkabout notes via the SHP website. At least one member of the executive management team will attend each walkabout.

You said:

You would like to be kept up to date on the status of damp and mould cases following on from a surveyor’s visit, and that information should be presented clearly in a way that is easy to understand.

We will: 

All damp and mould cases will be tracked centrally by SHP. Residents will be informed of next steps throughout the process. This will be via our damp and mould case management system once implemented.