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NEWSLETTER UPDATE APRIL to JULY 2026 | EDITION 3

Welcome to our third quarterly newsletter where we will update you on the latest involvement activity and how you have helped shape our services. In this edition we’ll also take a quick look at the feedback you have given us over the past year as part of the Tenant Satisfaction Measures (TSM) survey.

Service Quality Committee

Our SQC is made up of ten tenants and leaseholders, two of which are also NPH Board Members. The SQC is a committee of the NPH Board.

Between April and July 2026, our Service Quality Committee (SQC) spent time working on the following:

Scrutiny of:

• SQC Complaints Task and Finish, session findings
• Complaints Annual Performance and Service Improvement
• Communal Cleaning Services, survey results
• ASB Policy, survey results
• Key performance data across our services

Feeding back on policies:

• Mutual Exchange Policy
• Disrepairs Policy
• Decant Policy
• ASB Policy

Neighbourhood Scrutiny Review

Over the Summer months, a small subgroup of the Service Quality Committee has commenced a scrutiny review of neighbourhoods. The Committee have chosen this as a topic to look at because it’s a key area that was fed back from tenants via our TSM survey. The review will be a direct way for all residents to have their say and help shape NPH neighbourhoods. The review will include looking at how NPH tackles anti-social behaviour plus how we manage shared spaces and estates.

So far, the team has been on several estate walkabouts to support fact-finding and meet local residents including a tour of our estates in the Summer. With Stephen from Compliance as a guide, they visited the various high-rise buildings and the outside environment that surrounds the neighbourhood. SCQ and Board Member, John, noted how it was: “A well spent learning activity.” More resident engagement is planned over the next few months followed by a community-focused recommendation report that will be completed later this year.

We’re also pleased to announce that the ‘Repairs Customer Journey’ scrutiny review has also just kicked started, so we’ll be able to update you further in the next edition.

John and Stephen on an Estates Walkabout

SQC Members Update

Towards the end of July we commenced a recruitment campaign to fill the vacant spots on the committee. We were pleased to see a large amount of interest in the roles and we’re now nearing the end of the recruitment process. We look forward to introducing the newly appointed members to you later this year.

Sounding Board, Surveys and Focus Groups

Our work continues with refreshing our Sounding Board membership. We’re delighted that many of you have chosen to remain on the Sounding Board and we continue to accept new members. For example, we’ve had tenants joining the Sounding Board after completing recent Anti-Social Behaviour and Cleaning Service surveys (outcomes from these surveys below).

Quarterly Prize Draw – a chance to win £250!

Are you interested in being an involved tenant? If so, we have some great news! When you take part in our Sounding Board or our customer surveys, you will be entered into the quarterly prize draw for a £250 voucher, which can be redeemed at various supermarkets, retailers, restaurants and more.

Being an involved tenant is flexible; you can participate as much or as little as you want. You can feedback on one issue or on as many as you wish and you can leave when you want, it’s up to you. Let us know if you want to be a member, we would love to hear from you.

Contact us to get involved in future consultations:

Email: getinvolved@nph.org.uk

Call: 0300 330 7003

Disrepairs Policy Survey
Residents were asked for their views on the Disrepair Policy which sets out the process for handling disrepair cases. The Policy includes setting out roles and responsibilities, legislation framework, and the three stages of the process.

‣ Sounding Board panel, email survey (3 responses)

‣ Service Quality Committee focus group (4 attendees)

‣ Scrutiny Panel focus group (5 attendees)

The key findings included:

‣ that the easy read version of the policy was well received

‣ a one-page visual version could be produced for residents as a quick-reference document focusing on the main points

‣ NPH should inform tenants of the process and explain the importance of coming forward and reporting repairs promptly

‣ remind contractors when they are on a job, to prompt tenants to report repairs as soon as possible (it is a collective responsibility was the key message)

Resident Engagement: Anti-Social Behaviour Policy

An ASB Survey was conducted in July 2026 with 256 responses that have shaped a new Policy and feed into a Neighbourhoods review. The feedback from the survey has resulted in the following actions:

‣ We have changed the way reports relating to ASB perpetrated by non-NPH tenants are dealt with. Whilst we will still signpost reporters to the most appropriate agency, we will now record the matter on our case management system, review the risk and maintain contact with them until it is confirmed they are receiving support from the most appropriate agency. This ensures the risk to any NPH tenant or leaseholder is managed and they do not slip between the cracks.

• ‣ The process for determining response times has been updated. Previously the grading of this was determined on the incident type, now a triage risk assessment will be used to assess the grading and associated response times. This should provide a better reflection of the severity of incidents and ensure those who require it, receive a fast response from NPH.

‣ Leaseholders have been added to the scope of the policy. Previously they were dealt with under a separate process by the Leasehold Team. Now leasehold reports are dealt with by the Tenancy Compliance Team to ensure consistency of service for all cases.

After participating in the survey, 37 residents signed up to be members of an Anti-Social Behaviour Interest Group – who we will work with to improve service.

Resident Engagement: Cleaning Contract for Communal Services

A survey about Communal Services was conducted in July 2026 which resulted in 156 responses. The feedback received will be used in a review of the services and the procurement of a new cleaning contract. The current cleaning contract is up for renewal at the beginning of the next financial year (April 2027), so the procurement process is underway.

The feedback from the survey has already supported a significant change in the Communal Services contract. It used to be based on ‘output’ (meaning the contractors were spending more time in certain areas), the new contract is a set- frequency based contract.

Once the new contract is in place, there will be a focus on improved communication with residents over the service they receive and a better standard of service overall.

On the back of the survey, 65 residents signed up to be members of a Cleaning Services Interest Group.

You Said, We Did.

Have you visited the You Said, We Did page of our website yet? It’s where you’ll find more example of exactly how real changes have been made from your feedback.

Join the Conversation

NEWSLETTER UPDATE JAN to MAR 2026 | EDITION 2

Welcome to our second quarterly newsletter where we will update you on the latest involvement activity and how you have helped shape our services: You can view the printed version by clicking here.

Service Quality Committee

Our Service Quality Committee (SQC) is made up of ten tenants and leaseholders, two of which are also NPH Board Members. The SQC is a committee of the NPH Board.

Between January and March 2026, our Service Quality Committee (SQC) continued to review how we are performing and where we can improve:

Scrutiny:

• Checking how well we meet our performance targets
• Reviewing what works and what needs to improve in complaints
• Looking at anti-social behaviour trends and our response
• Testing how easy our website is to use

Feeding back on policies:

Resident feedback helps make sure our policies are fair and easy to understand. The Committee has provided feedback on:

• WNC Allocations Policy
• Repairs and Maintenance Policy
• High-rise building safety engagement strategy
• Resident Excellence Strategy
• Neighbourhood Policy

You Said, We Did. Click here to see the real changes from your feedback.

Meet some of the Committee

Sounding Board, Surveys and Focus Groups

The Sounding Board is an online group of residents, with smaller focus groups for specific issues. There are currently 427 residents involved, and from January to March 2026, they reviewed:

Repairs and Maintenance Policy

What we did:

‣ 4 surveys with our Sounding Board

‣ 46 surveys completed by residents

‣ 7 surveys completed by leaseholders

‣ 3 focus groups with 20 residents

What you told us:

‣ The policy is clear and easy to understand

‣ It gives helpful detail about repairs

‣ You liked the focus on residents

‣ Some people asked for a shorter version

We will use your feedback to improve the policy.

Sounding Board being refreshed

We are changing our Sounding Board and looking for new members:

‣ Join in your way – choose what interests you and take part when it suits you.

‣ No pressure – you don’t have to respond to everything, and you can leave at any time.

Get involved in future consultations

Email us: getinvolved@nph.org.uk Call us: 0300 330 7003

Join the Conversation

NEWSLETTER UPDATE OCT to DEC 2025 | EDITION 1

Welcome to our first quarterly newsletter where we will update you on the latest involvement activity and how you have helped shape our services. You can view the printed version by clicking here.

Service Quality Committee

Our Service Quality Committee (SQC) is made up of ten tenants and leaseholders, two of which are also NPH Board Members. The SQC is a committee of the NPH Board.

Between October to December 2025 the SQC played a key role in scrutinising performance, policies and future plans including:

Scrutiny of:

• NPH performance targets
• Resident excellence strategy and service standards
• Complaints handling (including the complaints policy and reviewing real complaint cases)

Feeding back on policies:

Resident feedback helps ensure our policies are fair and easy to understand. The Committee have provided feedback on:

• Lettable standard
• Damp, mould and condensation
• Recharges
• Mutual exchange

Click here to view case studies of resident feedback and our responses.

Meet some of the Committee

Sounding Board and focus groups

The Sounding Board is an online group of involved residents, and focus groups are smaller groups of residents who meet about specific issues. There are currently 427 residents involved in these.

Between October to December 2025 the Sounding Board and focus groups reviewed:

Resident excellence strategy

‣ 18% response rate

‣ Residents asked for clearer service standards and more consistent communication

‣ This feedback is shaping the 2026–2029 strategy

Social media survey

‣ 20 surveys completed

‣ Residents want more regular updates, clearer

repair info, and shorter posts

‣ We’re using this to improve our online content

Get involved in future consultations

Email us: getinvolved@nph.org.uk Call us: 0300 330 7003