Our new Resident Involvement Policy
October 14th 2026, by SamM
We’ve recently created a Resident Involvement Policy in partnership with our Residents’ Panel, reinforcing our commitment to ensuring residents have a meaningful voice in shaping the services we provide.
The policy explains our commitment to involving residents in the planning, delivery, monitoring, and review of our services. It ensures that residents have opportunities to share their views, provide feedback, and help shape important decisions that affect their homes.
Why is this important?
By listening to your feedback, we can make better decisions, improve services and ensure we focus on the things that matter most.
The policy supports our commitment to being open, transparent, and accountable, while helping us meet the Regulator of Social Housing’s consumer standards.
What’s new?
Co-developed with our Residents’ Panel, the policy began as an initial framework drafted by ccha and was shaped and strengthened by residents to ensure it reflects their experiences, priorities and perspectives. Together, we strengthened our approach to resident engagement by introducing:
- More flexible ways for you to get involved, including text message feedback, quick polls, pop-up listening sessions, and telephone feedback.
- Clearer consultation and voting arrangements for significant decisions.
- New engagement and measures to help us understand how effectively we reach residents.
- A strengthened “You Said, We Did, Why We Didn’t” approach, showing how resident feedback has influenced our decisions.
- Greater recognition and support for residents who give their time to help improve our services.
Get involved
Whether you’d like to join a resident group, take part in a survey, attend an event, or simply share your views when opportunities arise, we’d love to hear from you. Every piece of feedback helps us deliver services that are shaped by residents and focused on providing a positive customer experience.
If you’d like to find out more about getting involved, get in touch with our Customers Service Team by calling 020 8680 7532, freephone 0800 054 6710 or email customers@ccha.biz.