To capture a broad range of resident views about the standard of our empty homes at the point of being let, an online survey was distributed to all residents who had moved into their homes within the last 18 months. This excluded residents who moved into new-build properties delivered by the development team, as these follow a different process. 81 responses were received. Following the survey, we also organised and hosted an in-person focus group to explore resident experiences in more detail.

The following recommendations came out of the survey and focus groups. These recommendations are being considered at senior leadership level this autumn.

• • All repairs to be completed before move-in

• • Improved standard of redecoration works, particularly within independent living schemes, where residents should not be expected to undertake full redecoration themselves

• • Door and window surveys to be undertaken as standard during the void phase

• • Garden clearances to be carried out as standard in all void properties where gardens are returned to us overgrown to an unmanageable extent

• • Amend the redecoration voucher scheme to provide greater flexibility, including allowing residents to redeem vouchers across a wider range of retailers

• • Remove all non-standard and unauthorised alterations as standard across properties, to ensure new residents are not inconvenienced in their new homes. In turn, all homes are to be returned to a condition that only includes standard fixtures and fittings

• • To provide clearer and more comprehensive information on the website and during the move-in stage, enabling both residents and staff to access consistent guidance.