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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 also hear from Service Quality Committee (SQC) member John, plus, we take a little 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.

Scrutiny:

• SQC Complaints Task and Finish Session findings
• Key performance data across our services
• Communal cleaning services survey results
• Complaints Annual review Report

Feeding back on policies:

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

• Mutual Exchange Policy
• Disrepairs Policy
• Decant Policy

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

Sounding Board, Surveys and Focus Groups

Our work continues with refreshing our Sounding Board membership. We retained a number from our current panel, and we are now recruiting through a number of ways, including through recent Anti Social Behaviour and Cleaning service surveys for new members. We have launched a Quarterly Prize Draw – a chance to win £250! If 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.

Membership is flexible; you can participate as much or as little as you want, on one issue or on as many as you wish or even leave when you want. You can choose what you take part in, and you do not have to respond to everything that we send you. If you would like to be part of, we would love to hear from you.

Surveys and Focus Groups

Disrepairs Policy Survey

What we did:

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

‣ Sounding Board panel survey (3 responses) – email survey

‣ 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. There was support for a for a one-page visual version be produced for residents, who can refer to key areas quickly and do not have to read full document. The feedback also included to inform tenants of the process and the importance of coming forward and reporting repairs promptly. This included reminding contractors whilst at jobs to prompt tenants to report repairs as soon as possible – it is a collective responsibility was the key message.

Anti-Social Behaviour Policy Resident Engagement:

An ASB Survey was conducted in July 2026 with 256 responses that have shaped a new Policy and feed into a Neighbourhoods review .  On the back of the survey, 37 residents signed up to be members of a Anti social behaviour Interest Group- who we can work with to improve service.  As a result of your feedback:

‣ 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 (grading reports) has been updated. Previously this was determined on the incident type (i.e. Grade 1 – personal ASB, Grade 2 – Community ASB, Grade 3 – Environmental ASB), a triage risk assessment will now be utilised to determine the grading and associated response times of one, three or five days. 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 under this

Cleaning Contract / Communal Services Resident Engagement

A Communal Services Survey was conducted in July 2026 with 156 responses that will feedback in a review and procurement of new cleaning contract. The current cleaning contract is up for renewal at the beginning of the next financial year, and the procurement process is underway. Feedback supported changing the contract from an output based one to a frequency-based service. Delivery of this is a priority over the coming months and once in place will allow better communication with residents over the service they receive and hopefully a better standard of service. On the back of the survey, 65 residents signed up to be members of a Cleaning Services Interest Group.

Get involved in future consultations

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

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