You said, we did: April - June 2026

Between April and June 2026 residents have worked with teams across Lifestone Homes to influence both longer-term strategic planning and immediate changes to our policies, communications and services.

We would like to thank everyone who has shared their feedback - your views help us understand what is working well and what we can do better.

Would you like to get involved in future projects? Visit Have Your Say to find out how.

You can explore the impact that resident voice has made in the projects below.

Joint Resident Steering Group
  1. Goodbye Joint Resident Steering Group (JRSG) - hello Resident Expereince Panel
    • The JRSG has been working with SettleParadigm since November 2025, helping us to shape the new organisation to become Lifestone Homes. They've influence the strategy development, new branding, service standards and so much more.
    • In this period, they've helped to shape the new Resident Voice & Influence framework development - making sure we have a variety of meaningful ways for residents to scruntinise performance and influence decisions. They've also scrutinised performance information and launched a resident-led scrutiny project around how we manage anti-social behaviour in our over 50s accomodation.
    • This panel now starts its new life as the Lifestone Homes Resident Experience Panel (REP).

South Bucks Big Door Knock
  1. A warm welcome to our new South Bucks residents
    • In January 2026, around 3,500 households joined us from L&Q in the South Bucks area. We wanted to give our new residents a warm welcome so knocked on 3,238 doors, speaking to 1,178 households.
    • Our final big door knock took place at the end of June, contributing to us reach our goal of making contact with every resident within their first six months.
    • You said: You told us about a range of issues with your individual cicumstance, your home and your neighbourhood. Many of you told us that you weren't happy with the communcal cleaning standards.
    • We did: We worked with our cleaning contractor, who has agreed to provide more resources at the some of affected blocks. This will help improve cleaning and make sure it meets residents’ expectations.
    • All indiviudal issues are being picked up by the relevant operational teams.
Resident Experience Strategy
  1. Residents helped shape our Resident Experience Strategy 2027-30
    • Our Resident Experience Strategy will set the direction for all the services that impact residents from April 2027 to March 2030. Residents were asked to review the draft strategy and provide feedback in a range of ways including in the Joint Resident Steering Group, on Connect and through a survey sent out to our engaged residents.
    • Residents were asked to choose two words to describe how our four commitments make them feel. The most popular words were hopeful, positive and reassured.
    • You said: You told us that you want us to be accountable and, most importantly, to turn our promises into real improvements.
    • We're doing: We have used this feedback to help shape the final strategy content, making sure there are clear measures of succcess that can be tracked, and our plans to share regular progress updates with residents.
    • Our corporate plan and stratgies can be found on our website.
Policy Reviews
  1. Your feedback helped us make our policies clearer and easier to understand.
    • Residents reviewed ten policies duing this period including neighbourhood management and tenancy management.
    • You said: You wanted our policies to be more concise and written in simpler, easier-to-understand language. And you wanted clearer explainations of how policies would be applied in practice.
    • We did: We added clearer explanations of terms such as “communal area” and included practical examples to show residents what is and is not allowed.
Complaints Panel
  1. Scrutinising complaints about anti-social behaviour (ASB).
    • The Complaints Scrunity Panel meet up every three months to look at improving the complaints experience for all residents. They review a set of actual complaints along with the responses and disucss their findings with the Customer Resolutions team.
    • In this period, the focus was on ASB complaints and the panel was joined by the Paradigm Head of Community Safety to disucss their findings and share their experiences directly. Ideas focused on improving communication, making the ASB service better and achieving better outcomes for residents.
    • You said: Cases should be picked up earlier.
    • We did: Strengthened our ASB process by reminding colleagues to log all ASB reports as formal cases straight away, helping us assess risk and provide support more quickly.
    • The next complaints scrutiny will focus on repairs complaints.


Between April and June 2026 residents have worked with teams across Lifestone Homes to influence both longer-term strategic planning and immediate changes to our policies, communications and services.

We would like to thank everyone who has shared their feedback - your views help us understand what is working well and what we can do better.

Would you like to get involved in future projects? Visit Have Your Say to find out how.

You can explore the impact that resident voice has made in the projects below.

Joint Resident Steering Group
  1. Goodbye Joint Resident Steering Group (JRSG) - hello Resident Expereince Panel
    • The JRSG has been working with SettleParadigm since November 2025, helping us to shape the new organisation to become Lifestone Homes. They've influence the strategy development, new branding, service standards and so much more.
    • In this period, they've helped to shape the new Resident Voice & Influence framework development - making sure we have a variety of meaningful ways for residents to scruntinise performance and influence decisions. They've also scrutinised performance information and launched a resident-led scrutiny project around how we manage anti-social behaviour in our over 50s accomodation.
    • This panel now starts its new life as the Lifestone Homes Resident Experience Panel (REP).

South Bucks Big Door Knock
  1. A warm welcome to our new South Bucks residents
    • In January 2026, around 3,500 households joined us from L&Q in the South Bucks area. We wanted to give our new residents a warm welcome so knocked on 3,238 doors, speaking to 1,178 households.
    • Our final big door knock took place at the end of June, contributing to us reach our goal of making contact with every resident within their first six months.
    • You said: You told us about a range of issues with your individual cicumstance, your home and your neighbourhood. Many of you told us that you weren't happy with the communcal cleaning standards.
    • We did: We worked with our cleaning contractor, who has agreed to provide more resources at the some of affected blocks. This will help improve cleaning and make sure it meets residents’ expectations.
    • All indiviudal issues are being picked up by the relevant operational teams.
Resident Experience Strategy
  1. Residents helped shape our Resident Experience Strategy 2027-30
    • Our Resident Experience Strategy will set the direction for all the services that impact residents from April 2027 to March 2030. Residents were asked to review the draft strategy and provide feedback in a range of ways including in the Joint Resident Steering Group, on Connect and through a survey sent out to our engaged residents.
    • Residents were asked to choose two words to describe how our four commitments make them feel. The most popular words were hopeful, positive and reassured.
    • You said: You told us that you want us to be accountable and, most importantly, to turn our promises into real improvements.
    • We're doing: We have used this feedback to help shape the final strategy content, making sure there are clear measures of succcess that can be tracked, and our plans to share regular progress updates with residents.
    • Our corporate plan and stratgies can be found on our website.
Policy Reviews
  1. Your feedback helped us make our policies clearer and easier to understand.
    • Residents reviewed ten policies duing this period including neighbourhood management and tenancy management.
    • You said: You wanted our policies to be more concise and written in simpler, easier-to-understand language. And you wanted clearer explainations of how policies would be applied in practice.
    • We did: We added clearer explanations of terms such as “communal area” and included practical examples to show residents what is and is not allowed.
Complaints Panel
  1. Scrutinising complaints about anti-social behaviour (ASB).
    • The Complaints Scrunity Panel meet up every three months to look at improving the complaints experience for all residents. They review a set of actual complaints along with the responses and disucss their findings with the Customer Resolutions team.
    • In this period, the focus was on ASB complaints and the panel was joined by the Paradigm Head of Community Safety to disucss their findings and share their experiences directly. Ideas focused on improving communication, making the ASB service better and achieving better outcomes for residents.
    • You said: Cases should be picked up earlier.
    • We did: Strengthened our ASB process by reminding colleagues to log all ASB reports as formal cases straight away, helping us assess risk and provide support more quickly.
    • The next complaints scrutiny will focus on repairs complaints.


Page last updated: 06 Oct 2026, 11:20 AM