Research and analysis

Understanding landlords in the local community Resident Panel report

Published 9 July 2025

Applies to England

Date: May 2025

1. Introduction and summary of findings

1.1 Background to the Social Housing Resident Panel

In November 2022 the previous government established the Social Housing Resident Panel, initially focusing on social housing quality reforms. In October 2024 this government relaunched the Panel with a broader scope across all social housing policy.

The panel brings together up to 250 social housing residents from across England to share their views with the government and ministers as policy is developed and reforms implemented.

The department is committed to making sure social housing residents have their voices heard, with policy makers reflecting and acting on what they hear. Panel members take part in regular focus groups and online communities facilitated by Verian, as well as additional workshops and meetings organised by MHCLG.

1.2 Background to the online community

This report was commissioned by the previous administration, and it is being published for the purposes of transparency. This is an independent report, it does not necessarily reflect the views of the department and nor is it a statement of policy.

An online community is an online forum that brings together a group of people to share and discuss their thoughts, feelings, and experiences on a particular subject. The online community featured in this report was hosted on the online platform Recollective and was open for a week between 27 November and 3 December 2023. The number of panel members that engaged with each activity varied. All panel members were invited to participate, and 81 accessed the community (these will be referred to as ‘panel members’ throughout this report).

Panel members were able to complete activities within the online community at a time that suited them and were supported by experienced moderators. The community required individuals to complete various activities designed to take 15 minutes in total. There was also the choice to contribute to an optional activity.

The activities included questions about the types of amenities they have in their local area, what activities their landlord is involved in in their local area, and how they engage with their landlord to give feedback or share ideas. For this engagement, the ‘local area’ was defined as somewhere you could walk to within 5 to 15 minutes or take a short bus or car journey to.

The number of panel members that engaged with each activity varied. Figures are based on the number of panel members who completed the activity in question. All percentages have been rounded to the nearest whole number. This rounding effect means that in some cases, the data provided will not add up to 100%. The data captures only those insights from panel members who participated in the online community and is not statistically representative of all social housing residents.

For further detail on the online community activities, please refer to Appendix 1.

1.3 Summary of findings

Safety and security was an important theme for panel members throughout the online community. Almost all panel members (96%) reported that feeling safe and secure on the streets near their home was very important, and when asked about what improvements they would like to see in their area, measures to reduce anti-social behaviour were often discussed.

Panel members were asked to provide recommendations to landlords for improving their experience of the local area, more than 3 in 5 (64%) suggested that they should work with the police and others to tackle anti-social behaviour and crime. A similar proportion (61%) suggested improving safety and security in and around their homes, for example using CCTV or additional street lighting.

Community spaces and social hubs were also priorities for panel members. More than 9 in 10 panel members (93%) said that access to community facilities such as drop-in centres and hubs were very important to have locally. When providing recommendations for landlords to improve their experiences of the local area, almost half suggested providing community hub or drop-in centres (47%). Panel members felt that having more community spaces for socialising would help to improve residents’ mental wellbeing and reduce loneliness in the community.

The ability to access health services such as a GP or a dentist was also very important for more than 9 in 10 (95%) panel members. Whilst over 4 in 5 (86%) panel members reported that they did have a doctor’s surgery in their local area, far fewer said that they had a hospital (38%).

Panel members were divided on whether their landlord informed them about activities they do in the local area. Just under half of panel members (47%) said that they were informed, whilst a similar proportion (45%) said they were not informed.

Panel members were then asked what activities their landlord had been involved in to improve the local area. The most common activities residents reported were that landlords signposted to sources of support, such as foodbanks and money advice (46%) and maintained green spaces (45%).

Panel members also had varying experiences of landlords requesting feedback in relation to the local area. Around half (53%) of panel members said that their landlord had asked for residents’ opinions on ideas for improving their experience of the local area, but a similar proportion (47%) said that they had not been asked. Where panel members were asked for feedback by their landlord, they were most likely to say that landlords reached out to them using an email with a survey link (50%) or through a website or app (45%).

Although many panel members had not been specifically asked for feedback, the majority (69%) said that they had provided feedback about improving the local area when their landlord had not requested it. Many panel members (58% of all residents who accessed the community) said that they had given feedback without being asked within the last 2 years.

Among those who had given any feedback to landlords on improving the local area, 2 in 5 (41%) said that they were satisfied with the final outcome or action the landlord took. Panel members who were satisfied with the final outcome felt listened to by their landlord and agreed with the actions taken to address the issue at hand. However, a similar proportion (39%) said that they were dissatisfied. This was typically due to a lack of action taken by the landlord, lengthy timeframes and/or not feeling listened to by their landlord.

2. Understanding panel members’ local area and their priorities

2.1 What residents value in their local area

Panel members were asked what they thought was important to have in their local area. They were invited to rate the importance of 15 statements with 1 being ‘very important’ and 4 being ‘not at all important’.^{[footnote 1]} Panel members were also asked to indicate the amenities already present in their local areas.

Safety and security

Safety and security was an important theme for panel members. When given a list of statements to choose from, panel members were most likely to say that feeling safe and secure on the streets near their home (96%) is very important to have in their local area. Similarly, more than 8 in 10 (84%) responded that it is very important to have a low crime rate. 

Access to health services

Being able to access health services such as a GP or a dentist was also important to panel members, with over 9 in 10 saying this is very important to have in the local area (95%). Whilst nearly 9 in 10 (86%) of panel members reported having a doctor’s surgery in their local area, far fewer said they had a hospital (38%).

Access to public transport

Public transport was also reported often, with 9 in 10 (91%) panel members saying that having access to public transport in their local area was very important. This may be related to the fact that relatively few panel members reported having access to amenities like banks (33%) in their local area.  

Access to community hubs and leisure activities

The ability to access community facilities such as drop-in centres and community hubs, and accessing local social or sports clubs was important for panel members. Over 9 in 10 (93%) selected very important or fairly important for community hubs and 90% selecting very important or fairly important for local sports or social clubs. This may be related to the fact that around two thirds (63%) of panel members said they had a leisure centre or community centre in their local area.

Upkeep and maintenance of the local area and green spaces

Panel members also considered upkeep and maintenance of local areas and green spaces to be important. Over 8 in 10 (82%) said that having clean streets and roads, with no fly-tipping, litter and graffiti, was very important for their local area. A similar proportion (80%) said it was very important to keep shared communal spaces around their building tidy.

Nearly three quarters (72%) said that it was very important to have access to nature and green spaces in the area, with almost 9 in 10 (88%) reporting that they did have access to green spaces locally.

Figure 2.2 shows statements most likely to be considered ‘very important’ for the local area (% saying very important). 96% said feeling safe and secure on the streets near your home, 95% said access to health services, 91% said access to public transport, 84% said a low crime rate, 82% said clean streets and roads (no fly tipping, litter, graffiti), 80% said clean and tidy shared/communal spaces around your building, 72% said access to nature/green spaces, 58% said access to community facilities, 50% said access to employment service, 46% said having a local library, 40% said access to place(s) to worship, 38% said local social or sports clubs/activities, 30% said access to cultural sites (such as cinemas, museums, or art galleries), 18% said local events (such as music, drama, street parades), and 17% said cycling paths.

Figure 2.2

Q. How important do you think it is to have each of the following in your local area? Please rate each statement where 1 is very important, 2 is fairly important, 3 is not very important and 4 is not important at all.

Panel members were least likely to say that cycling paths (17%), local events (such as music, drama, street parades) (18%) and access to cultural sites (such as cinemas, museums, or art galleries) (30%) are very important to have in their local area. They were also less likely (40%) to say that access to places of worship were very important to have in their local area. This may be linked to the high proportion of panel members who reported already having a place of worship locally (91%).

2.3 Types of amenities residents’ have in their local areas

Panel members were asked which type of amenities were already present in their local areas. Over 9 in 10 (93%) of panel members reported they had a small or independent shop, and a similar proportion (91%) that they had a place(s) of worship. Green spaces (88%), play parks (87%) and a doctor’s surgery (86%) were also among the most selected amenities by panel members. Panel members were least likely to report having a bank (33%), street market (34%) or a hospital (38%) in their local area.

Figure 2.4 shows most common types of amenities in the local area. Small or independent shop 93%, pace of worship 91%, green spaces 88%, play parks 87%.

Figure 2.4

2.5 Actions landlords are taking in their local area

Panel members were asked if they were kept informed about their landlords’ involvement in activities to improve the local area. Just under half of panel members (47%) reported being kept informed, whilst a similar proportion (45%) reported not being informed about their landlords’ activities.

Figure 2.6 shows whether panel member has been kept informed about their landlords’ involvement in activities to improve the local area. 47% said yes, 45% said no, and 8% said don’t know.

Figure 2.6

Q. Has your landlord informed you about the activities they may be involved in to improve your local area? They may do this by providing information on their website, in meetings, or in emails or leaflets to you.

Running or signposting to foodbanks, money advice and support with the cost-of-living crisis were the most reported activities that landlords are involved in to improve the local area, with close to half (46%) of panel members saying their landlord was involved in these types of activities.

Other activities mentioned most often were maintaining and upkeeping green spaces (45%) and working with the local police, local authority and others to help find solutions to local crime including antisocial behaviour (42%).

Panel members were least likely to report their landlord had been involved in improving community spaces (18%), community policing (19%), health support, and community and cultural activities (24%).

One in 5 panel members (19%) reported not knowing what activities their landlord was involved in or did not think that they did any of the activities listed. 

Figure 2.7 shows activities the landlord has been involved with to improve the local area. 46% said landlord runs or signposts to foodbanks/money advice/support with cost of living crisis, 45% said landlord maintains and upkeeps green spaces, 42% said landlord works with local police/local authority/others to find solutions to local crime, 37% said landlord runs or signposts employment services, 31% said landlord runs or signposts social activities, groups or events, 27% said landlord organises recycling and refuse collection, 24% said landlord runs or signposts to health support services, 24% said landlord runs or advertises community and cultural events, 19% said landlord signposts to community police officers, 18% said landlord helps residents access community spaces, 4% said other, 18% said don’t think landlord is involved in any of the above activities, and 19% said don’t know if landlord is involved in activities to improve experience of local area.

Figure 2.7

3. Landlord and resident engagement

3.1 Landlords informing residents about actions in their area

Panel members were asked whether their landlord had ever informed them about the activities they may be involved in to improve the local area. Just under half (47%) of panel members reported that their landlord had informed them, but a similar proportion (45%) of panel members said their landlord had not kept them informed.

Figure 3.2 shows whether landlords informed panel members about activities they are involved in to improve their local area. 47% said yes, 45% said no, and 8% said don’t know.

Figure 3.2

3.3 Being asked for feedback

Experiences of sharing feedback were also divided. Over half (53%) of panel members reported that their landlord had asked them for their opinions or ideas on how to improve residents’ experience of the local area or community, while just under half (47%) of panel members reported that their landlord had never asked them.

Just over 2 in 5 (42%) of all panel members reported that they had been asked for feedback in the past 2 years, while 11% reported being contacted more than 2 years ago.

Figure 3.4 shows whether landlord had asked panel members for opinions or ideas on improving the experience of the local area. 42% said yes - in the last 2 years, 47% no, they haven’t asked me, and 11% said yes- more than 2 years ago.

Figure 3.4

Panel members who had been asked by their landlord for their opinion on improving the local community or area were asked how their landlord got in touch with them. The most common ways mentioned were an email to a survey link (50%), a website or app (45%), a resident board or panel (40%) or social media (35%). The least mentioned ways were Whatsapp (8%), door knocking (13%), communal noticeboards (18%), and receiving a leaflet (23%). A quarter (25%) reported that their landlord got in touch with them using a method that wasn’t listed, which included online panels or engaging in long-term volunteering directly with their landlord. Notably, 9 in 10 (92%) told us that they shared feedback with their landlord when they were asked for it.

Figure 3.5 shows 4 most reported methods that landlords used to ask for panel members’ opinions about the local area. Email to a survey link 50%, website/app 45%, resident board or panel 40%, social media 35%.

Figure 3.5

Sharing feedback without being asked

More than 3 in 5 (69%) panel members reported they had shared their ideas about improving the experience of the local area with their landlord without being asked to. Almost 3 in 5 (58%) of all panel members reported that they had done so in the past 2 years, whilst the remaining 11% said they did this more than 2 years ago.

Figure 3.6 shows whether panel members gave feedback to landlords about improving experiences of the local area without being asked. 58% said yes – in the last 2 years, 11% said yes – more than 2 years ago, and 31% said no.

Figure 3.6

3.7 Acting on resident feedback and satisfaction with outcomes

Panel members who provided feedback to their landlord about improving their local area were asked to share their views about the final outcome of their feedback. Two in 5 (41%) of panel members reported they were satisfied with the final outcome of their feedback and a similar proportion (39%) reported they were dissatisfied with the final outcome.  

Figure 3.8 shows whether panel members were satisfied with the final outcome after giving feedback to their landlord. 41% said yes – I was satisfied, 39% said no – I was dissatisfied, and 20% don’t know.

Figure 3.8

Reasons for satisfaction

Panel members who were satisfied with the final outcome felt listened to by their landlord and agreed with the actions taken to address the issue at hand.

“They take what I have to say into consideration.”
Female, 25-34, North East

Positive experiences were often reported by panel members who were on their local resident board and were already very engaged with their landlord as a result.

“Because I am chair of the Tenants and Leaseholders panel I am constantly in discussions with officer regarding housing issues and the council also holds focus meeting to gauge views of tenants.”
Male, 65+, East of England

For panel members who reported their landlord took action, there were a wide range of activities reported. These included landlords making improvements to outdoor communal areas and green spaces, sponsoring local events, and taking steps to increase accessibility in the local area. One panel member shared how their request for a community garden led to their increased involvement and volunteering as garden supervisor.

“I asked for a community garden. We had meetings. I was given a title Gardening Supervisor.”
Female, 65+, Yorkshire and the Humber

In some cases, panel members shared that though no further action was taken by their landlord, they were given an explanation as to why this decision was made, and this made them feel more satisfied with the final outcome.

“We asked for them to consider creating some off-road parking to assist those with mobility issues (We also approached the local Parish Council and a County Councillor). The Neighbourhood Manager did engage with us, and a surveyor came out, but nothing was able to be done. She did set those reasons out in an email, and they were understandable.”
Female, 55-64, East of England

Reasons for dissatisfaction

The main reasons for panel members’ dissatisfaction with final outcomes were a lack of action taken, and lengthy timeframes for responding to and addressing feedback. Panel members also reported feeling they were not listened to, or that issues were not seen as important.

“They didn’t do anything to address the points I raised.”
Male, 55-65, South East

Some panel members felt that engagement was a ‘tickbox exercise’ for landlords, and that no real change was achieved.

“There didn’t seem to be a final outcome. I feel that my landlord consults so that they can tick the box that says ‘consult’. Then it is filed or binned - changes don’t happen.”
Female 65+, South East

“I was happy with the outcome at the time. I wasn’t happy that a few months later, they would change things back to normal again? I feel that some associations are just doing it because they have to?”
Male, 45-54, South West

Panel members were asked about what actions landlords took after engaging with them. It was often reported that no further action was taken, or residents feedback was often ignored.

“They employ workmen who place radios on full volume right by tenants’ windows…. Despite emailing and talking to someone in person it wasn’t stopped. Asking for antisocial behaviour to be dealt with. Never is.”
Female, 65+, South East

Some panel members reported that although their landlord acknowledged their requests or feedback, there was a lack of communication and follow up after the initial engagement which led to them feeling dissatisfied.

“He listened and said they would look into it but heard no more.”
Female, 65+, East of England

“When issues are raised, they are noted but little or no feedback is ever received which has been raised many times. Very little is done in relation to even providing information for tenants.”
Male, 55-65, Yorkshire and the Humber

4. Resident recommendations

4.1 Recommendations for the local area

Panel members were asked to give recommendations for improvements they would like to see in their local area and what their landlords should focus on to improve their experiences.

Reducing Antisocial Behaviour

A key recommendation was that landlords should focus on measures to reduce antisocial behaviour (ASB) to help panel members feel safer in their local area. More than two thirds of panel members reported that their landlords should focus on working with the police and others to tackle anti-social behaviour and crime (64%), and improving safety and security in and around homes e.g. CCTV and street lighting (61%). Some panel members recommended introducing a local community officer who could bridge the gap between the police and residents in the local area.

“I would like to see an improvement with ASB and I am in constant liaison with our local Police, as I attend quarterly integrated advisory board meetings. To include tougher penalties for those causing ASB and harm to the community.”
Male, 35 to 44, South East

Improving and investing in local infrastructure

Panel members also felt that their area could be improved by having more community spaces for socialising. They felt this would help improve residents’ mental wellbeing and reduce loneliness in the community. Accordingly, nearly half (47%) thought that their landlords should focus on providing community hubs or drop-in centres. Some panel members mentioned that investment in more spaces for young people would also help improve their local area. They believed that providing spaces for young people to socialise in (such as youth centres or gyms) would help reduce antisocial behaviour in their local area.

“There is a closed community centre in the estate which I feel needs to be opened and made use off for all groups of life.”
Female, 35 to 44, East Midlands

“More for the youth, like community youth centres so they have some where to go and socialise.”
Female, 35 to 44, West Midlands

Panel members wanted to see improvements to local amenities in their local area. Several panel members mentioned that their local area lacked basic amenities such as sufficient local shops for groceries, a post office and a bank. This particularly impacted disabled and elderly residents who struggle to access public transport to areas with these amenities. Two thirds (65%) of panel members said that their landlords should focus on providing additional support for groups of people with particular needs e.g. those who experience disability, older people and families with young children.

“There is nothing for young people to do in the evening. I’d like to see more social stuff but we lack space to do that.”
Female, 35 to 44, South West

Improving upkeep of the local area

Several panel members mentioned they would like to see improvements to the general upkeep of their local area. For example, some panel members wanted to see less littering, fly-tipping and better upkeep of the bins. Others mentioned improving the look and feel of green spaces around their local area, such as trimming hedges. They believed that improving the upkeep of their local area would help them feel proud of where they live.

“I would like to see more of a community feel in my local area, people who I come across seem quite isolated. I would also like the local authority to think more about how looking after the estate I live on is part of managing housing and is a sense of belonging – having untidy hedges and fly-tipping which hasn’t been removed makes me feel like I can’t be proud of where I live.”
Male, 25 to 34, South East

Improving access to public transport

 Improving access to public transport in their local area was also a recommendation made by panel members. Some mentioned that poor public transport links made it difficult for them to access key services such as their GP, supermarkets and banks. They felt that this made them feel isolated in their local area.

“I feel that the reintroduction of the local bus service which was used by tenants in the tower block where I live. Many tenants I share my building with are elderly and vulnerable and would like the bus service to be reintroduced. Public transport links that provide a reliable service at off-peak times, which is not currently the case.”
Male, 55 to 64, North East

Figure 4.2 shows areas which landlords should focus on to improve the local area. 65% said providing additional support for groups of people with particular needs, 64% said working with police and others to tackle anti-social behaviour and crime, 61% said improving safety and security, 47% said providing a community hub or drop in centres, 38% said improving the local environment, 38% said improving recycling/waste management for your homes, 26% said organising fundraisers or volunteering for a charitable,15% said other, 3% said don’t know, and 3% said none of the above.

Figure 4.2

Q. Which of the following do you think your landlord should focus on to improve your experience of your local area or community? Please select all those that you think are most important.

Panel members were also asked about what role landlords generally should have in the local area. They were asked to think about three key questions when providing their answer:

• how should landlords help residents to access local services or community groups, and what types of services or groups should they do this for?
• what local organisations or groups would you expect landlords to have relationships or partnerships with?
• what should landlords be doing to help residents have positive experiences of their local area / community?

Better communication between landlords and residents

A few panel members mentioned that landlords should have better communication with their residents. They felt that landlords should regularly communicate and update their residents on the different services and community activities available in the local area.

Panel members also felt that it would be beneficial for landlords to signpost services. They mentioned that different modes of communication such as newsletters, social media, letters or by putting up notices around the local area would help residents become more aware of the services available to them. 

“Social landlords can draw attention to what services they offer and help people access these through various means, including newsletters, social media, letter or direct contact through housing officers.”
Male 55-64, South West

Regular face to face interaction with residents was also recommended by panel members. They felt this would provide a more personal relationship between landlords and residents.

“Every area of social housing should have a minimum of a “drop in” centre or hub. A focal point for tenants to go and discuss any issues they may have that are relevant to a social housing landlord. A community centre would be better but having somewhere to visit, to simply drop in is a must.”
Male 55-64, South East

Some panel members also recommended that it would be helpful for there to be more housing officers in their local area. They acknowledged that housing associations were sometimes too big for landlords to have a direct relationship with their residents. Panel members felt that housing officers would be effective at bridging the gap between residents and landlords.

“Tenants used to have a housing officer who came round regularly and need to bring them back.”
Female 45-54, Yorkshire and the Humber

Landlords should focus on repairs and maintenance more than experiences of the local area

Some panel members felt that landlords should focus on housing repairs and maintenance. They believed this should be a greater priority for landlords to improve on rather than improving the local area.

“I think landlords should focus on their core purpose, i.e keep homes in good repair and ensure rents are affordable.”
Female 65+, London

Appendix 1 – Further information

Recruitment and method

The community required individuals to complete various activities designed to take 15 minutes in total. There was also the choice to contribute to an optional activity. All members of the Department’s Social Housing Quality Resident Panel were invited to participate. A total of 81 residents accessed the community (and will be referred to as ‘panel members’ throughout this report).

Panel members were able to complete the activities within the online community at a time that suited them and were supported by experienced moderators throughout. The activities included questions about the following themes:

• the types of amenities they have in their local area, what was important to have in the local area, and improvements panel members would like to see
• what activities their landlord is involved in in their local area
• how they engage with their landlord to give feedback or share ideas
• what the role of a landlord should look like

For the purpose of this engagement, the ‘local area’ was defined as somewhere you could walk to within 5 to 15 minutes or take a short bus or car journey to.  For the last activity, panel members were able to engage in discussion with each other about the role they think landlords should have in their local area.

Sample composition and segments

This section summarises the demographic sample of all 81 panel members.

Figure A1.1 shows the demographic information about panel members collected at recruitment: Gender: 54% female, 45% male, 1% prefer not to say. Age: 61%aged 55+, 39%aged 54 or under. Disability: 54& experience disability, 31% do not experience disability, 15% prefer not to say or information not available. Region: 34% South England, 19% North England, 16% Yorkshire and The Humber, 14% Midlands, 10% East England, 7% London, 1% information not available. Property type: 46% live in a flat, 31% live in a house, 18% live in a bungalow, 4% live in a sheltered accommodation, 0% live in another type of accommodation, 1% information not available.

Figure A1.1

Q. Please tell us your gender.

Q. What is your age group?

Q. Do you consider yourself to have a disability?

Figure A1.2: shows information about panel members collected during the online community. 34% large housing provider (more than 40,000 homes), 27% medium housing provider (15,000 to 40,000 homes), 25% small housing provider (1,000 to 14,999 homes), 4% very small housing provider (under 1,000 homes), 4% don’t know, 6% N/A.

Figure A1.2

Q. Roughly, what is the size of your housing provider?

1. Please note the scale for this question was: 1 Very important, 2 Fairly important, 3 Not very important and 4 Not important at all ↩