Resident Policy Review Group
In its second year the Policy Review Group (RPRG) ensures Fairhive policies, that affect residents, are shaped by their views and experiences. We ask and record residents’ questions, comments and feedback, about each policy, to evidence whether any changes were made based on their feedback. It’s a way of making sure residents are truly involved in decisions that matter to them. During 2024/25, residents helped review 11 policies that have a direct impact on their lives. These included Mutual Exchange Policy, Pet Policy and Tenancy Sustainment Policy amongst others. Thanks to the RPRG, residents’ voices are helping to shape Fairhive’s policies in a meaningful way.
You said you wanted more opportunities to have your say
We’re continuing to improve existing opportunities and provide new ways to get involved
Reviewing key Fairhive documents
Residents played a key role in helping to shape Fairhive’s new Corporate Strategy for 2025–2030. The Resident Forum worked closely with our Executive Leadership Team and Board to make sure the strategy reflects what matters most to residents—like making sure homes are safe, warm, comfortable, and meet all legal standards. They also reviewed the Resident Forum’s Terms of Reference (this document explains how the Forum works). This was done together with Forum members to make sure their voices are heard, and their role is clearly defined. In addition, our Resident Scrutiny Group looked at how we carry out scrutiny at Fairhive. They reviewed their own Terms of Reference and started building a Scrutiny Toolkit — a guide to help with future reviews and make sure the process is clear and consistent.
Nurture Your Neighbourhood projects
During 2024/25, three Nurture Your Neighbourhood projects were completed. These projects helped improve communal garden areas at our Independent Living schemes.
Residents applied for sheds, to store gardening resources, which made their shared spaces more enjoyable. These outdoor activities are a great way to support mental health and physical wellbeing, giving people a chance to connect with nature and each other. To help protect the environment, we also installed water butts to collect rainwater—supporting our commitment to sustainability.
Scrutiny projects undertaken
This year, the Task & Finish Scrutiny Review Group changed its name to the Resident Scrutiny Group (RSG). This followed a detailed review of how scrutiny is carried out at Fairhive. The group looked at what was working well and what could be improved, and made several recommendations to strengthen the process. As a result, they also began developing a Scrutiny Toolkit to support future resident-led reviews. The RSG also reviewed how satisfied residents are with the service provided by Neighbourhood Managers, using data from the Tenant Satisfaction Measures (TSMs) and made six recommendations. The RSG followed up on their earlier review of Fairhive’s approach to handling complaints, checking that the agreed improvements have been put in place and are now part of our day-to-day work. The group is preparing for their next review, continuing their important role in helping Fairhive improve services with residents at the heart of decision-making.
This year, the Task & Finish Scrutiny Review Group changed its name to the Resident Scrutiny Group (RSG). This followed a detailed review of how scrutiny is carried out at Fairhive. The group looked at what was working well and what could be improved, and made several recommendations to strengthen the process. As a result, they also began developing a Scrutiny Toolkit to support future resident-led reviews. The RSG also reviewed how satisfied residents are with the service provided by Neighbourhood Managers, using data from the Tenant Satisfaction Measures (TSMs) and made six recommendations. The RSG followed up on their earlier review of Fairhive’s approach to handling complaints, checking that the agreed improvements have been put in place and are now part of our day-to-day work. The group is preparing for their next review, continuing their important role in helping Fairhive improve services with residents at the heart of decision-making.
You said you wanted to improve communal space
Through Nurture your Neighbourhood we did just that
Community Safety Fund (CSF)
We continued to support youth schemes through the CSF, providing safe and productive environments for young people, supporting projects such as the Friday Night Project. We also provided a variety of items to those experiencing ASB / Domestic Abuse to improve the safety and security within their homes and communities.
Environmental Improvement Fund
Our Environmental Improvement Fund enabled us to fully resurface two car park locations, which included new line marking, which improved layout, as well as upgrades to the drainage systems to enhance water management.
These improvements delivered several benefits for residents, including safer surfaces for both pedestrians and drivers, improved accessibility for disabled users, more efficient traffic flow and reduced future maintenance requirements.
We also provided new carpets and furniture at a number of our Independent Living schemes enhancing the comfort, safety, and wellbeing for residents.
Number of child places on Summer Fun
Family Days were the focus during 2024/25, as a way to meet residents, share information about our services, and give people a chance to talk to us about any issues with their tenancy. While our Summer Fun activities were fewer in this period, due to a shift in priorities, our focus moved from general community events to strengthening Resident Voice. We’ve been working on new ways for residents to engage with us, and this change is reflected in the increase in resident engagement hours, shown below.
Number of child places on Summer Fun
Family Days were the focus during 2024/25, as a way to meet residents, share information about our services, and give people a chance to talk to us about any issues with their tenancy. While our Summer Fun activities were fewer in this period, due to a shift in priorities, our focus moved from general community events to strengthening Resident Voice. We’ve been working on new ways for residents to engage with us, and this change is reflected in the increase in resident engagement hours, shown below.
Resident and Community Engagement Hours
The number of hours residents have been involved in activities throughout the year.
“I am really glad I came along today, everybody was really friendly and helpful. Also gave me a few ideas as to options open to me whilst focusing my time on my son.”
“I learnt a lot. The tutors were brilliant. The participants having been from diverse background was impressive. Lots to learn from them.”
“The session was very interesting and useful. The lecturer gave very useful information. I admire how Engagement Team work. Thank you for the support.”
“For me it’s being part of a community, having a feeling of self-worth as I get older. Working together with Fairhive to make a great organisation to work for, and great homes to live in. To try and alter the stigma, seemingly felt by others, that social housing is of low status, where in fact we are better off than privately renting residents.
I’ve made so many friends since I’ve been a volunteer and been involved in making decisions that I never would have been allowed to in my paid for working jobs”.
“To me volunteering means I am being accepted for who I am . No I’m not computer literate but if I can help anyone I would in a heartbeat.”
“Fairhive Residents working together to make things better.”
“For me it’s being part of a community, having a feeling of self-worth as I get older. Working together with Fairhive to make a great organisation to work for, and great homes to live in. To try and alter the stigma, seemingly felt by others, that social housing is of low status, where in fact we are better off than privately renting residents.
I’ve made so many friends since I’ve been a volunteer and been involved in making decisions that I never would have been allowed to in my paid for working jobs”.
“To me volunteering means I am being accepted for who I am . No I’m not computer literate but if I can help anyone I would in a heartbeat.”
“Fairhive Residents working together to make things better.”
We supported over 160 residents with over £33,000 being awarded towards wellbeing, education, training and employment. We also helped 34 charities to deliver vital services to local communities.
£233,621
Total amount of grants made
£233,621
Total amount of grants made
We supported over 160 residents with over £33,000 being awarded towards wellbeing, education, training and employment. We also helped 34 charities to deliver vital services to local communities.
Number of Aids and Adaptations
From minor aids like grab rails; flashing doorbells; suitable taps; door handles, to major adaptations like level access showers; widening of doors and windows; stair lifts.
You said you wanted more support in your home so you could live independently
We made a number of adaptations to help you with this
Responsible neighbourhood management
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Satisfaction with communal areas
Whilst we have seen an improvement in this area it remains below target. Key challenges include ongoing contractor issues, grounds maintenance concerns, and recent changes to local waste collection schedules.
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Satisfaction with our contribution to neighbourhoods
We’re very proud of the improvements made to this Tenant Satisfaction Measure, and has actually exceeded the year-end target, reflecting our strong ties with the community and the activities we’ve undertaken to maintain and improve community engagement.
We’re very proud of the improvements made to this Tenant Satisfaction Measure, and has actually exceeded the year-end target, reflecting our strong ties with the community and the activities we’ve undertaken to maintain and improve community engagement.
%
Satisfaction with our contribution to neighbourhoods
Satisfaction with the handling of anti-social behaviour (ASB)
We have seen a significant rise in this measure, surpassing peer benchmarking, highlighting the team’s effective and focused approach to ASB cases.
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You can read our full report on our Tenant Satisfaction Measures by clicking the button below.