Welcome from Pam our CEO
Hello again, and welcome to the Summer edition of our twice yearly Your Home, Our Community Newsletter.
There’s plenty of positive news to share since our last issue.
We’ve listened to residents and SLH colleagues, reflected on what we do well, and been honest about where we need to improve.
It has been especially important to hear directly from more than 70 residents, as well as SLH colleagues and our Board, to help shape our new three-year business strategy, Your Home, Our Community. The strategy sets out how we will improve homes and services, and deliver better, more consistent outcomes for residents.
The strategy focuses on three priorities: Quality Homes, Quality Services and Quality People. These reflect what you’ve told us matters most: safe, well-maintained homes, services that are easy to access and reliable, and communities where people feel respected, supported and heard.
I’m also pleased to share that South Lakes Housing has been accredited for the next three years by Tpas, the national tenant engagement organisation, for our work in tenant/resident involvement.
This accreditation recognises the progress we are making to put tenants and residents at the heart of our work. The process has helped us strengthen how we listen, involve residents in decisions, and remain accountable for delivering services that meet your needs.
Good customer service means being clear, fair and respectful, and doing what we say we will. We’re focusing on making repairs easier to arrange, keeping you updated, and helping you get the right support when you need it.
In this issue, we’re sharing the work already underway, the improvements residents are starting to see, and what will happen next. This includes investment in homes, changes to our repairs service and work to strengthen how we deliver services across SLH.
I’m proud of the communities we serve, and I’m grateful to everyone who shares their views and helps us improve. We’ll keep listening, learning and working with you to make homes and services better.
Thank you for being part of Your Home, Our Community — and for helping shape what comes next.
With best wishes,
Pam Mastrantonio
Chief Executive, South Lakes