Welcome to this year's report showing how our residents have made a difference and helped us shape and improve our services.

Residents are at the heart of shaping and improving services whether by taking a hands-on role inspecting estate standards, meeting with other residents to resolve issues in the community or scrutinising how different services are run.

This report shows how involved residents have made a difference to the way the organisation delivered services in 2016–17. Some of the highlights include holding three successful Resident Engagement Days; the exciting work of our National Ambassadors and how our Regional Scrutiny Boards have gone from strength to strength focussing this year on key business areas including Door Entry Systems and Communal Lightening, ASB and the Untidy Garden Policy.

We’d like to thank all the residents who got involved in 2016/17 — whether it was locally, nationally, by attending events or meetings, logging onto the Resident Involvement Forum, by giving us your ideas or feedback, or by any other way — you made a difference. We’d also like to thank all staff, contractors, independent board members and other stakeholders who helped make this involvement possible.

The links below will take you to each region or area of service.

(Click on the blue arrows to scroll through all the links).