We’re listening

The ‘MyAccount’ working group are supporting us to develop and refine our main online engagement tool: 

• The group reviewed the additional information that is now going to be available to MyAccount users when they report communal repairs. This will make it easier for residents to work out if a repair has already been reported.  
• They helped to test an accessibility tool which will enable users to change font size and language 
• They discussed the potential use of video chat for damp and mould reports, and are going to be reviewing wording about damp & mould on the site 
• The group flagged that it’s still not possible to view individual service charges from an iPad – this is being looked into 
• They identified that some communal repairs are showing as closed on MyAccount when they haven’t been completed 
• Following the meeting, a statement about confidentiality is being added to the Report misconduct function.

• The group met with us to talk about sustainable transport 

• EV charging point installation – customers told us they’re concerned about costs, maintenance of charging points and potential impact on existing parking spaces. We agreed that local consultation was important before any changes are agreed or implemented 

• The group also told us that safe and secure bike and mobility scooter storage is a concern. Both issues have been noted and will influence our approach in the future. 

Accessible policies group support us with Equality Impact Assessments (EIAs) on key policies: 

• Customers fed into four different policies, to make sure the services are as accessible and fair as possible 

• One change they made was to ask us to improve how next of kin information is made available in MyAccount in case of emergencies, especially linking to building safety. 

• Following feedback from our Neighbourhoods and Building Safety working group and a wider satisfaction survey, we held a number of focus groups with residents to further explore customers' experience of our Neighbourhoods service, which was restructured last year. 
• Most of the focus groups were held online, with two in-person. Each one targeted a different area so that we could understand if residents’ experiences differed, depending on where they live 

• A full report has been developed and is being shared with senior managers. The priorities for improvement are feeding into a continuous improvement plan for our neighbourhood service. 
• The sessions also created a space for Neighbourhood Officers to share their perspectives with customers. This collaborative approach ensures that both residents and officers contribute to shaping future improvements. 

• Following discussions with residents and a local community organisation, we identified a patch of land that could be used for a wildflower meadow  
• A survey was sent to local residents to see how they felt about the idea, and to explain how the project would affect their grounds maintenance service 
• All respondents supported the idea, and the area has now been ‘rewilded’ 
• We’re looking forward to seeing the results! 

• Following wider consultation about parking services in London, we have carried out two separate local consultation exercises with residents about implemented controlled parking in their neighbourhoods 
• In both areas the majority of residents agreed that controlled parking was the way forward 

• Residents gave their preferences around days and timings for controls to be put in place 

• These services will now be implemented and affected residents informed. 

• Following feedback from residents of two blocks in Croydon, we held a dedicated meeting on Zoom to discuss their experiences 
• The residents met their new Neighbourhood Officer, and heard about the actions the team had been taking to try and improve things for the neighbourhood 

• We listened and took away more actions and ideas for improvements. A follow-up meeting is being planned so that residents can hold us to account and monitor progress.  

• Following the launch of a locally focused Neighbourhoods Service, an action plan was put in place to address a number of concerns at an estate in Lewisham 
• Residents were invited to a drop-in event in their community to hear updates on the actions taken so far to resolve issues, as well as to discuss their concerns in person with different services and suggest improvements for their neighbourhood  

• We listened and took away actions and ideas for improvements. A follow-up newsletter is planned to share updates on actions addressing local issues and how residents can help.