Resident Engagement
Get involved!
How to have your say, influence our services and make a real difference.
To get involved, you don’t necessarily need any previous experience. You just need to be enthusiastic and to care about improving the services that affect you, other tenants, and leaseholders.
We need to know what matters most to our residents (tenants and leaseholders) to deliver really great services in a focused and cost-effective way.
Please see our Resident Engagement Strategy Nov 2024 to Feb 2026 [PDF].
We often review how we engage with residents and currently we offer a range of formal meetings, see below.
Tenant and Leaseholder Forum Toggle accordion
This is our highest level of engagement where we hold regular formal meetings to scrutinise our performance, strategies, and service delivery.
Policy Review Group Toggle accordion
We recently reviewed our Draft Asset Management Strategy, focusing on effective communication and customer voice, and key priorities like safety, sustainability, and modern repairs.
Feedback highlighted the need to prioritise respect and safety, which will be central to the final strategy as we align our plans with tenant expectations.
Estate Improvement Group Toggle accordion
We’re excited to launch our pilot Neighbourhood Improvement Plan - a collaborative, living document shaped by residents to address local issues, enhance community spaces, and improve quality of life in Cotlandswick.
Developed in partnership with Councillor Jacqui Taylor, Lead Councillor for Housing, this plan will grow with ongoing input from tenants, leaseholders, and residents.
To ensure it reflects the needs of Cotlandswick, we’re forming a Cotlandswick Resident Committee. If you’re passionate about making a difference, we’d love for you to join!
Apply by January 2025 and help shape the future of your neighbourhood.
Community Afternoons Toggle accordion
Join us for Community Afternoons in 2025!
Discover our Community Afternoons—designed to bring people together, address local issues, and strengthen neighbourhood connections. These events are packed with opportunities to:
• Speak with Council Officers and get updates on local projects
• Raise safety or neighbourhood concerns with the Police Neighbourhood Team
• Access practical advice on energy savings, home repairs, and more
• Enjoy fun activities for children with the charity Playing Out
Save the dates
Our Community Afternoons will take place monthly from May to November 2025, on the third Thursday of each month. Some venues are still being finalised, so keep an eye out for updates here, in newsletters and in localised information nearer the time.
• 15 May 2025 – Harpenden (Venue: TBC)
• 19 June 2025 – St Luke’s Church, Cunningham Ward, St Albans
• 17 July 2025 – Cotlandswick or Five Acres, London Colney (Venue: TBC)
• 18 September 2025 – Redbourn (Venue: TBC)
• 16 October 2025 – Park Street or Marshalswick, St Albans (Let us know your preference!)
• 20 November 2025 – Hilldyke Community Centre, Wheathampstead
Have a suggestion for a venue? Contact us at residentengagement@stalbans.gov.uk
Let’s build a thriving community together—see you there!
Focus Groups Toggle accordion
These are bespoke groups to review various aspects of service delivery, and the themes are prioritised by the Tenant Satisfaction Measure
Recognised Resident Associations Toggle accordion
Residents are encouraged to form local associations in areas for the benefit of the local community. It is possible to work with us for formal recognition by the Council with can provide officer support and financial support of up to £100 per year, subject to certain criteria. Please find out guide below:
Tenant and Leaseholder Staff Network Toggle accordion
This group is exclusively for Council staff who are also tenants or leaseholders.
The network provides a platform to share insights, feedback, and ideas about housing services, ensuring your unique perspective as both an employee and resident is heard.
It offers a relaxed and supportive environment to influence service improvements, preview key materials, and collaborate on shaping the future of housing services.
You said...We did Toggle accordion
We’ve listened carefully to your feedback and taken action to make meaningful changes:
Aldwick Court
You Said: You were concerned about the Council’s original plan to replace internal fire doors without glazed panels, as this would reduce natural light in your hallways.
We Did: Our Asset Management team attended resident meetings and listened to your concerns. As a result, we have changed our approach and are now working with you on glazed fire door options that maintain safety while allowing natural light into homes. This revised approach will also be adopted in other blocks.
Noise Nuisance Complaints – Faster Reporting
You Said: Delays in reviewing noise recordings were frustrating.
We Did: We launched a new noise reporting app that allows you to record and submit complaints directly from your smartphone. Recordings can now be reviewed more quickly, improving response times and overall service.
Resident Engagement Strategy – Built With You
You Said: You wanted to be involved in shaping how the Council engages with tenants and leaseholders.
We Did: We co-designed the new Resident Engagement Strategy (2024–2026) in collaboration with residents. Your feedback helped shape our priorities, approach, and how success will be measured.
Repairs Service – Listening to Feedback
You Said: Repairs could feel inconsistent, and communication wasn’t always clear.
We Did: In December 2024, we reviewed resident feedback with our contractors and used it to drive service improvements. Your input now also helps guide monthly contractor meetings.
Asset Management Priorities – Respect and Safety
You Said: You wanted to see greater focus on respect, communication, and safety in your neighbourhoods.
We Did: These priorities are now central to the new Asset Management Strategy, helping guide planned investment and long-term housing improvements.
Scrutiny Focus for 2025
You Said: You helped identify key areas that needed closer scrutiny.
We Did: Your input shaped the focus for our 2025 scrutiny sessions, including repairs, communication, and anti-social behaviour.
Forward Planning – Clearer Scheduling
You Said: It was difficult to plan ahead when meetings were confirmed late.
We Did: A full resident engagement calendar for 2025 has now been shared with Forum members and is available on request.
Our Performance Toggle accordion
We will post our performance scorecard here every 3 months to give residents information on how we are delivering services.
We welcome resident scrutiny on our performance and this generally comes via the Tenant and Leaseholder Forum, however if any individual has any comments to make then please email us at residentengagement@stalbans.gov.uk and we will be happy respond as soon as possible!
Quarterly Tenant Newsletter Toggle accordion
Our Tenant & Leaseholder Newsletter is published quarterly to keep you informed about housing services, key updates, and opportunities to get involved.
Read about community events, good news stories, upcoming changes, and how we’re responding to your feedback.
Neighbourhood Improvement Plan - Cotlandswick Toggle accordion
We’re co-creating a pilot improvement plan with residents at Cotlandswick, covering community safety, green spaces, repairs, and engagement.
This plan is updated monthly to reflect completed actions and new priorities. Updates are published on the last working day of each month, so residents can track progress and stay informed about what’s happening in their neighbourhood.
You can view the latest version of the improvement plan here:
We also communicate in a variety of other ways:
Stay in touch with our annual report and newsletters.
See our Housing publications
If you, or any recognised residents’ association you belong to, would like to get involved with us developing our next Annual Report, please email residentengagement@stalbans.gov.uk
Transactional Satisfaction Surveys
You may be contacted by a company called M.E.L Research who work in partnership with us.
They help collate the Tenant Satisfaction Measure results and transactional surveys following repairs or formal complaints. We encourage everyone to respond as all replies are reviewed and reported on every quarter. This helps us hear the residents’ voice and helps drive service improvements.
We are proud members of TPAS – the Tenant Engagement Experts
They can provide appropriate training for our residents attending our Tenant & Leaseholder Forum, offering personal & professional development - which is usually a lot of fun!
If you would like to know more on any of the above, please email residentengagement@stalbans.gov.uk