Customer Voice activity log

As part of The Regenda Group, our Resident Voice panel includes residents from both Redwing and Regenda Homes.

On this page you'll find a log of recent Customer Voice activity that has taken place. 

Activity Log
Date

News
June-25

We worked with our Editorial Panel on the Summer 2025 edition of Belong, Regenda Homes' resident newsletter.

The Editorial Panel suggested:

  • Include a wider range of images
  • MakeBelong easy to read on computers, phones and paper
  • Make acronyms clearer

We did:

  • Changed some images and booked new photography to show a wider range of people
  • Added QR codes, links and adapted the format for all devices
  • Included a list of acronyms and definitions at the beginning and end of the newsletter

You can view our latest edition of Belong, here.
April-25

In April 2025, we consulted Redwing residents to review Rent and Service charge website page.

Residents said:

  • It wasn’t clear whether charges were for schemes or individual properties
  • We should use videos and digital noticeboards to explain service charges
  • We should ask someone with a visual impairment to review the website

We did:

  • Added a new FAQ: “What is the difference between the scheme charge and a property charge?”
  • Our marketing team is creating videos and exploring digital noticeboards for all schemes
  • We recently completed a customer census to better understand access needs. This will help us involve people with different needs in future website reviews

Visit the page: https://www.redwing.co.uk/about-your-rent-and-service-charges/
Aug-24

The Resident Voice Panel reviewed the Annual Report and joined an online session with our Marketing and Communications team to share feedback.

They also reviewed and gave feedback on the draft M&Y Code of Conduct, which is part of our wider repairs and maintenance project.

In addition, the panel received training on rents and service charges from Helen Beckett, Regenda’s Head of Service Charges.
July-24

We hosted a Repairs and Maintenance Focus Group with residents to explore the behaviours and culture of our operatives and staff. The session was a success, and the feedback will help shape our wider repairs and maintenance project.

We also held a Customer Feedback Panel with a full group of residents. During this session, we reviewed:

  • Quarter one complaints performance
  • Customer journey maps
  • Housing Ombudsman reports

Other activities in July included:

  • A review of the self-assessment complaint improvement report by the Customer Feedback Panel
  • A review of the Customer Voice Strategy and the Annual Report by the Resident Voice Panel
June-24

 

The Resident Voice Panel held their annual Away Day. This included a coach tour of Regenda Group homes and new developments, followed by a panel meeting at The Learning Foundry.

During the meeting, residents took part in a workshop to share their views on what makes an excellent repairs service. This feedback will help shape our wider repairs and maintenance project.

Also in June, a Resident Voice Panel member attended a Board meeting, helping to strengthen the connection between residents and the Board.
April-24

We hosted the ‘Meet the Housing Ombudsman’ event, which was attended by Resident Voice Panel members, other customers and external guests. The event was held both in person and online.

The Resident Voice Panel also took part in a training session run by Ecogee, which they had previously requested. The session was a success with strong engagement from everyone involved.

Finally, we appointed a new Vice Chair for the Resident Voice Panel.
March-24 The Resident Voice Panel held their quarterly meeting. The session focused on current performance, Tenant Satisfaction Measures, complaints, and an update from the contact centre.
Feb-24

The Resident Voice Panel reviewed the suggested 2024/25 targets for the Tenant Satisfaction Measures.

They also took part in a training session led by The Learning Foundry, focused on Housing Policy.
Jan-24

The Resident Voice Panel reviewed the Resident Involvement Acknowledgement and Incentives Framework.

They also took part in another Repairs and Maintenance training session and gave feedback to the Assets team to help shape the future of the Repairs and Maintenance service.
Dec-23 The Resident Voice Panel met on 13 December. They also took part in a Customer Centric Clinic with Redwing to review the latest Tenant Satisfaction Measures results.
Nov-23 We reviewed our Equality, Diversity and Inclusion policy to make sure it’s fair and up to date. We also looked at how we handle difficult behaviour to help staff and customers feel safe and respected. Our Health and Safety team visited the Grove Street development to check everything is running safely. We checked how easy it is for customers to use our website and made changes to improve accessibility. Staff took part in a training session to help us improve our repairs and maintenance service. We also launched a new survey so customers can share their views after planned maintenance work.
Oct-23 Redwing Resident Voice Panel members were invited to look at Redwing’s targets. The aim was to help improve customer satisfaction by making sure the targets reflect what matters most to residents.
Oct-23 Resident Voice Panel members took part in a training session about complaints. This included learning about Regenda’s processes and how we handle complaints to make sure customers are treated fairly and issues are resolved properly.
Oct-23 The Resident Voice Panel held their quarterly meeting. They discussed updates from the Housing Ombudsman and looked at the Consumer Standards to help improve how services are delivered and reviewed.
Oct-23 The Resident Voice Panel were invited to review Regenda’s Anti-Social Behaviour policy. They shared their feedback to help make sure the policy is clear, fair and supports both residents and staff.
Sept-23 Resident Voice Panel members took part in a training session about Regenda’s development plans. They learned about current projects and future plans for building and improving homes across our communities.
Aug-23 Resident Voice Panel members joined a training session to learn about how Regenda deals with anti-social behaviour. They explored the steps we take, the support available, and how our processes work to keep communities safe and respectful.
July-23 We set up the Customer Feedback Panel and held the first meeting. This new panel will help Regenda Homes and Redwing improve how we respond to complaints by sharing ideas and feedback from residents.
July-23 The Resident Voice Panel took part in a training session on value for money. They learned how Regenda makes the most of its resources to deliver good services and provide homes that are safe, affordable and well managed.
June-23 The Resident Voice Panel took part in an Away Day to reflect on their first year and plan for the future. They received an update on the pilot findings from the Tenant Satisfaction Measures, helped set new performance targets, and reviewed the Panel’s terms of reference. They also gave feedback on a proposed list of future involvement opportunities.
May-23 The Resident Voice Panel received training on rent arrears and lettings.
April-23 The Resident Voice Panel received training on Building Safety.
March-23 The Resident Voice Panel met to discuss the Tenant Satisfaction Measures and received an update on the pilot findings. They gave feedback on the annual report and helped choose a set of Key Performance Indicators that they will regularly review to track progress and performance.
Feb-23 The Resident Voice Panel received training on performance.
Jan-23 The Resident Voice Panel received training on damp and mould.
Nov-22 The Resident Voice Panel received training on safeguarding.
Oct-22 The Resident Voice Panel received training on the Tenant Satisfaction Measures (TSM’s).
Sept-22 The Resident Voice Panel met to take a closer look at the repairs service and shared their views on how it could be improved. They also discussed the rent cap and what it means for residents.
July-22

The Resident Voice Panel held their first meeting. They reviewed Regenda’s Service Promises and looked at key areas including service charges, grounds maintenance and communal cleaning to help improve how these services are delivered.
Jun-22 We welcomed 11 new members to the Resident Voice Panel. This included 3 residents from Redwing and 8 from Regenda Homes, helping us bring together a wide range of views and experiences.