You said, we did: July - September 2026

Between July and September 2026, residents worked with teams across Lifestone Homes to help shape our longer-term plans and influence changes to our policies, communications and services.

We would like to thank everyone who shared their feedback. Your views help us understand what is working well and where we can improve.

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

Below, you can see how many residents registered an interest in getting involved, along with examples of how your feedback helped shape decisions and improve our services between July and September 2026.


Residents interested or recruited to a panel or group
    • 94 residents registered an interest in one or more of our panels or groups.
    • We also recruited two new members to the Homeowner Experience Panel and eleven members to a Service Development Group which will help shape future strategy updates.
Helping recruit a new CEO
    • Four residents (including members from the Homeowner Experience Panel, Resident Experience Panel and Complaints Panel) helped interview candidates for the new Lifestone Homes CEO, ensuring resident views were considered in the appointment.
Resident Experience Panel (REP)
    • The first meeting of the newly established Resident Experience Panel (REP) took place, with members confirming the Chair and Vice Chair.
    • Members received updates about the Settle and Paradigm merger, service performance and the different ways residents can get involved and share their views.
    • Residents discussed the issues that matter most to them, including grounds maintenance, communal areas, anti-social behaviour (ASB) and contractor performance. The panel chose contractor performance as its first area of review, starting with grounds maintenance.
Building safety in our high-rise blocks
    • We engaged with 400 residents across three high-rise blocks and received feedback from 150 residents.
    • We used your feedback to help shape ongoing building safety priorities, increasing awareness, understanding and confidence in building safety processes.
    • As a direct result we created a sheltered e-bike charging area at Lea Bridge House to reduce fire risks in residents’ homes and support those who use e-bikes for transport.
Anti-social behaviour (ASB) in older persons schemes
    • Seven residents from all three former organisations reviewed how antisocial behaviour is managed in our older persons’ schemes.
    • You said: you'd like clearer information about what happens after ASB is reported and better support for vulnerable residents.
    • What we did: shared the ASB Decision and Correspondence Toolkit which is now being updated on the back of your feedback, including clearer explanations of case management next steps.
Annual homeowner and resident reports
    • Eight residents reviewed the Annual Report for Residents and three reviewed the Annual Report for Homeowners to ensure the reports were clear, accessible and easy to understand.
    • You said: the reports are overall in the right direction but were too long.
    • What we did: created a short summary video to go with the report, which is more accessible way for residents to engage with key messages and achievements.
Neighbourhood community action day
    • Colleagues from Neighbourhoods, Estates, Customer Insights & Influence and Repairs teams, together with the local police, held a neighbourhood action day at Farley Fields. This gave residents the opportunity to speak directly with us about their local area.
    • 34 residents shared their views and priorities for the estate.
    • Resident feedback is helping to shape improvements to community safety, the underground car park, waste management, parking and communal areas.
    • You said: There are problems with rubbish, including the underground car park.
    • What we did: During the action day, we removed rubbish, cleared communal areas, carried out landscaping works and deep cleaning.
Policy reviews and activities
    • 430 residents took part in activities related to our policies which included our Managing Unacceptable Behaviour Policy, Estate Management Policy, Shared Ownership Policy and Aids and Adaptations Policy. Below is an example of how we used your feedback to improve our Shared Ownership Policy.

    • You said: You wanted clearer information about affordability, costs and the financial commitments involved in shared ownership.

    • We did: We updated the policy to explain more clearly how we assess if a home is affordable, and provide better information about the costs and responsibilities involved before buying a home.

Homeowner Experience Panel (HEP)
    • The Homeowner Experience Panel (HEP) met for the first time and agreed the main topics it wants to focus on:
      • clearer, more relevant communication
      • greater transparency and value for money in service charges and fees
      • clearer repair and maintenance responsibilities
      • simpler, more consistent guidance on policies, permissions and processes
      • exploration of practical homeowner support services, alongside interest in sustainability and energy costs
    • At the next meeting the panel reviewed two key communications documents and provided detailed feedback that is now with the relevant team to action.



Between July and September 2026, residents worked with teams across Lifestone Homes to help shape our longer-term plans and influence changes to our policies, communications and services.

We would like to thank everyone who shared their feedback. Your views help us understand what is working well and where we can improve.

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

Below, you can see how many residents registered an interest in getting involved, along with examples of how your feedback helped shape decisions and improve our services between July and September 2026.


Residents interested or recruited to a panel or group
    • 94 residents registered an interest in one or more of our panels or groups.
    • We also recruited two new members to the Homeowner Experience Panel and eleven members to a Service Development Group which will help shape future strategy updates.
Helping recruit a new CEO
    • Four residents (including members from the Homeowner Experience Panel, Resident Experience Panel and Complaints Panel) helped interview candidates for the new Lifestone Homes CEO, ensuring resident views were considered in the appointment.
Resident Experience Panel (REP)
    • The first meeting of the newly established Resident Experience Panel (REP) took place, with members confirming the Chair and Vice Chair.
    • Members received updates about the Settle and Paradigm merger, service performance and the different ways residents can get involved and share their views.
    • Residents discussed the issues that matter most to them, including grounds maintenance, communal areas, anti-social behaviour (ASB) and contractor performance. The panel chose contractor performance as its first area of review, starting with grounds maintenance.
Building safety in our high-rise blocks
    • We engaged with 400 residents across three high-rise blocks and received feedback from 150 residents.
    • We used your feedback to help shape ongoing building safety priorities, increasing awareness, understanding and confidence in building safety processes.
    • As a direct result we created a sheltered e-bike charging area at Lea Bridge House to reduce fire risks in residents’ homes and support those who use e-bikes for transport.
Anti-social behaviour (ASB) in older persons schemes
    • Seven residents from all three former organisations reviewed how antisocial behaviour is managed in our older persons’ schemes.
    • You said: you'd like clearer information about what happens after ASB is reported and better support for vulnerable residents.
    • What we did: shared the ASB Decision and Correspondence Toolkit which is now being updated on the back of your feedback, including clearer explanations of case management next steps.
Annual homeowner and resident reports
    • Eight residents reviewed the Annual Report for Residents and three reviewed the Annual Report for Homeowners to ensure the reports were clear, accessible and easy to understand.
    • You said: the reports are overall in the right direction but were too long.
    • What we did: created a short summary video to go with the report, which is more accessible way for residents to engage with key messages and achievements.
Neighbourhood community action day
    • Colleagues from Neighbourhoods, Estates, Customer Insights & Influence and Repairs teams, together with the local police, held a neighbourhood action day at Farley Fields. This gave residents the opportunity to speak directly with us about their local area.
    • 34 residents shared their views and priorities for the estate.
    • Resident feedback is helping to shape improvements to community safety, the underground car park, waste management, parking and communal areas.
    • You said: There are problems with rubbish, including the underground car park.
    • What we did: During the action day, we removed rubbish, cleared communal areas, carried out landscaping works and deep cleaning.
Policy reviews and activities
    • 430 residents took part in activities related to our policies which included our Managing Unacceptable Behaviour Policy, Estate Management Policy, Shared Ownership Policy and Aids and Adaptations Policy. Below is an example of how we used your feedback to improve our Shared Ownership Policy.

    • You said: You wanted clearer information about affordability, costs and the financial commitments involved in shared ownership.

    • We did: We updated the policy to explain more clearly how we assess if a home is affordable, and provide better information about the costs and responsibilities involved before buying a home.

Homeowner Experience Panel (HEP)
    • The Homeowner Experience Panel (HEP) met for the first time and agreed the main topics it wants to focus on:
      • clearer, more relevant communication
      • greater transparency and value for money in service charges and fees
      • clearer repair and maintenance responsibilities
      • simpler, more consistent guidance on policies, permissions and processes
      • exploration of practical homeowner support services, alongside interest in sustainability and energy costs
    • At the next meeting the panel reviewed two key communications documents and provided detailed feedback that is now with the relevant team to action.



Page last updated: 29 Oct 2026, 02:11 PM