'You said, we did' is how we show residents that we are listening and taking action. It explains what you told us, what we have done in response, and how your feedback is helping to improve housing services, homes and neighbourhoods.
Each report is added quarterly. The first report is for the period: 1 January 2026 to 31 March 2026.
Reporting period: 1 January 2026 to 31 March 2026
Residents at the heart of decision-making
You said: You wanted meaningful involvement, a stronger voice and real opportunities to influence housing services.
We did:
- co-designed the new Resident Involvement and Engagement Strategy 2025-28 with residents
- established the Tenant and Leaseholder Board, giving residents a formal role in shaping housing services and holding us to account
- enabled residents to sit on recruitment panels for the Tenant and Leaseholder Board members
- co-designed the Tenant and Leaseholder Board terms of reference and code of conduct with residents
Strengthening scrutiny, transparency and accountability
You said: You wanted greater visibility of performance and stronger accountability.
We did:
- developed a quarterly housing performance report with residents, incorporating key measures on empty homes, damp and mould, complaints and housing demand to deliver a clear and transparent view of our performance
- shared health and safety compliance reports with residents to enable independent scrutiny
- established an interim Residents Assurance Group to challenge delivery of the housing improvement plan whilst we recruited members for the Tenant and Leaseholder Board
- responded to concerns about contractor communication failures, escalating issues and driving improvements
Improving services through resident feedback
You said: You wanted us to clearly show the impact that resident involvement is making in improving housing services.
We did:
- introduced a quarterly resident engagement 'You Said, We Did' report alongside our performance report, demonstrating how resident feedback is being used to shape and improve our services
Clearer communication and accessible information
You said: You wanted clearer and easier to access information.
We did:
- published clear guidance on noise anti-social behaviour reporting, including downloading the Noise App
- re-designed domestic abuse webpages to improve clarity, accessibility and online safety. Added more detailed support information for residents and families across Oxford
- produced clearer guidance on downsizing options explaining the scheme, financial implications and how to request support. Promoting this on digital display screens in tower blocks
- simplified the furnished tenancy offer brochure with clearer layouts and visuals making it easier to understand choices and select furniture
- re-worked asbestos communication materials including leaflets, posters, contractor information packs to provide clearer guidance on safety information
Resident shaped policies
You said: You said policies should be clearer and reflect real resident needs.
We did: Working with residents, we strengthened key policies and embedded changes including:
- asbestos: introduced quality sampling checks to ensure standards are met
- fire safety: included vulnerable resident considerations and communication requirements
- gas safety: clarified responsibilities for maintaining safety standards
- electrical safety: developing improved resident guidance, including accessibility considerations
- legionella: strengthened contractor requirements for water safety management
- damp and mould: simplified damp and mould reporting processes for residents
- aids and adaptations: improved access and clarity of application processes for aids and adaptations
- mutual exchange: introduced clearer support for vulnerable tenants
- tenancy: strengthened information on the housing application process setting out the different routes into housing, as well as the available support
- clarified registered provider roles and expectations within our Tenancy Strategy
Clearer local housing service offer
You said: You wanted clearer accountability and improved communication about who is dealing with issues locally.
We did:
- introduced area-based housing teams, with dedicated Housing Officers assigned to each area. Each service request is allocated to a named officer, ensuring residents know who is responsible for managing their request and providing greater accountability and continuity
Action on estates and neighbourhoods
You said: Estates need visible improvements, particularly around cleanliness, safety and maintenance.
We did:
- delivered targeted clean-ups and fly-tipping removal at Balfour Road, Hawksmoor Road, Aldrich Road and Jackson Road, alongside continued inspections across all estates
- introduced resident walkabouts to jointly identify and prioritise issues
- progressed enforcement action and repairs improvements at Whitworth Place
- worked with residents on improvements at Cardinal House and Lambourn Road, while prioritising longer-term changes to bin storage and shared spaces
