Resident Engagement
At St Albans City & District Council, we are committed to working in genuine partnership with our tenants and leaseholders. Resident engagement is central to how we design, deliver and improve housing services.
We use your feedback to shape both everyday services — such as repairs and estate management — and longer-term priorities, including investment decisions and housing policies. This ensures our services reflect what matters most to our communities.
We regularly review our approach to make sure opportunities are open, accessible and meaningful. Engagement takes place through a range of forums, meetings and activities where residents can influence decisions, monitor progress and hold us to account.
Read more in our Resident Engagement Strategy Nov 2024 to Feb 2026 [PDF].
Tenant and Leaseholder Forum Toggle accordion
The Tenant and Leaseholder Forum is our highest level of resident engagement, where tenants and leaseholders meet with senior housing officers to scrutinise performance, shape services and influence future priorities.
The Forum meets monthly, giving residents regular opportunities to:
• Review how housing services are performing
• Discuss key issues such as repairs, building safety, estate improvements and community priorities
• Help shape housing policies and long-term plans
• Hold the Council to account for delivering on commitments
Any tenant or leaseholder can put themselves forward to join the Forum. It is an open and constructive space for residents to challenge, question and work with us to make a positive difference.
Read the Tenant and Leaseholder Forum - Terms of Reference [PDF]
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 – Neighbourhood Improvement Plans Toggle accordion
The Estate Improvement Group works with residents to deliver projects that make estates safer, cleaner, and better places to live.
Neighbourhood Improvement Plans are being rolled out across the district, starting with Cotlandswick in 2024/25. Each plan is a living document, co-designed with residents and councillors to reflect local priorities. Plans are formally updated on a quarterly basis, with progress published at the end of each quarter so that outcomes can be tracked openly and transparently.
Each plan focuses on four core themes:
• Community safety and tackling anti-social behaviour
• Green spaces and shared areas
• Repairs and maintenance priorities
• Engagement and clear communication
Quarterly updates include:
• Completed actions
• New priorities raised by residents
• Plans for the next quarter
Resident Focus Groups will ensure that each plan continues to reflect local needs. These groups bring residents, councillors, and housing officers together to review progress, agree priorities, and shape future investment in their neighbourhoods.
View the latest Neighbourhood Improvement Plan [PDF/link]
Get Involved
To join a Resident Focus Group or find out more, please contact the Resident Engagement Team at residentengagement@stalbans.gov.uk.
Community Afternoons Toggle accordion
Join us for Community Afternoons in 2025!
Our Community Afternoons bring residents, council teams, and partner organisations together to strengthen neighbourhood connections and tackle local priorities.
These events support the Tenant Satisfaction Measures for respectful engagement, safe neighbourhoods, and effective communication. They are designed to:
• Provide direct access to council officers for housing and neighbourhood queries
• Enable residents to raise concerns with the Police Neighbourhood Team
• Offer free, practical advice on home repairs, energy efficiency, and local services
• Create family-friendly spaces with children’s activities delivered by the charity Playing Out
2025 Dates
• 15 May – Westfield Recreation Centre, Harpenden – 15:00–18:00 – [Read event report ➜]
• 19 June – St Luke’s Church, Cell Barnes Lane, St Albans – 15:00–18:00 – [Read event report ➜]
• 17 July – Caledon Community Centre, London Colney – 15:00–18:00 – [Read event report ➜]
• 20 August – Riverside Road Estate, St Albans – 13:00–15:30
• 17 September – Redbourn Primary School, Long Cutt, Redbourn, St Albans, Hertfordshire, AL3 7EX – 15:30–18:00
• 7 October – High Oaks, New Greens, St Albans – 13:00–15:30
• 20 November – Hilldyke Community Centre, Wheathampstead – 15:00–18:00
Venues still to be confirmed will be announced here, in the housing newsletter, and through local communications.
Contact us at residentengagement@stalbans.gov.uk
Focus Groups Toggle accordion
Our focus groups bring residents together to review and improve specific aspects of our housing services.
Themes are chosen based on resident feedback and the results of the Tenant Satisfaction Measures (TSMs), ensuring we address the areas that matter most to you.
Recent focus group topics have included:
• Repairs and maintenance communication
• Service consistency across neighbourhoods
• Safety and anti-social behaviour concerns
•
Your feedback from these sessions directly shapes improvements, with progress reported in our You Said, We Did updates.
We regularly hold new focus groups and welcome residents to take part. If you are interested, email residentengagement@stalbans.gov.uk.
Recognised Resident Associations Toggle accordion
Recognised Resident Associations
We encourage residents to form local associations that work for the benefit of their community.
Associations can apply for formal recognition by the Council. Recognised groups receive:
• Support from council officers
• Up to £100 per year in funding (subject to meeting certain criteria)
Recognition strengthens your group’s voice on local issues, helps influence improvements, and builds stronger neighbourhood connections.
Download the Resident Association Guide below:
Tenant and Leaseholder Staff Network Toggle accordion
This network is specifically for Council staff who are also tenants or leaseholders.
It provides a dedicated platform to share insights, feedback, and ideas about housing services, ensuring your unique perspective as both an employee and a resident is heard and acted upon.
Members can:
• Influence service improvements through regular discussions and feedback opportunities
• Preview and comment on key housing materials before they are finalised
• Collaborate with colleagues to shape the future of housing services
The network offers a relaxed, supportive environment that values both your professional expertise and lived experience as a resident. Feedback from this group also feeds into our wider engagement activities to strengthen services for all tenants and leaseholders.
Read the summary of our most recent meeting. (All personal details have been removed to protect privacy.)
You said...We did Toggle accordion
At St Albans City & District Council, we believe resident feedback is essential to delivering housing services that meet your needs. We listen, act, and report back so you can see exactly how your input shapes the way we work.
This section is updated quarterly, giving you a clear and transparent view of our progress.
Read the full report here: [You Said, We Did – Full Report PDF].
Our Performance Toggle accordion
Updated quarterly, our performance scorecard gives residents a transparent view of how we are delivering housing services.
We welcome resident scrutiny of our results. While this usually takes place through the Tenant and Leaseholder Forum, any resident is encouraged to share feedback directly. Please email residentengagement@stalbans.gov.uk — we will respond as soon as possible
Quarterly Tenant Newsletter Toggle accordion
Published every quarter, our Tenant & Leaseholder Newsletter keeps you informed about housing services, community events, good news stories, and how we’re responding to your feedback.
Stay up to date on upcoming changes, opportunities to get involved, and the positive impact residents are making in their neighbourhoods.
Latest editions:
We also communicate in a variety of other ways:
Stay informed through our Annual Report and Housing Newsletters, which provide updates on our services, performance, and priorities. You can view these in our Housing Publications section. Housing publications
If you – or any recognised residents’ association you are part of – would like to be involved in shaping our next Annual Report, please email residentengagement@stalbans.gov.uk. We welcome input to ensure the report reflects the priorities and experiences of our residents.
Transactional Satisfaction Surveys
You may be contacted by M.E.L Research, an independent company working in partnership with us, to take part in a survey. These include the national Tenant Satisfaction Measures and transactional surveys following a repair or the conclusion of a formal complaint.
We strongly encourage all residents to respond. Every response is reviewed and reported on quarterly, ensuring we listen to the resident voice and use this feedback to drive service improvements.
Proud members of TPAS – the Tenant Engagement Experts
As a TPAS member, we are committed to best practice in tenant engagement. TPAS also provides training for residents attending our Tenant & Leaseholder Forum, supporting both personal and professional development in an enjoyable and inclusive setting.
Find out more about TPAS at https://www.tpas.org.uk/Tenant
If you would like to know more on any of the above, please email residentengagement@stalbans.gov.uk