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:Between October to December 2025 the Sounding Board and focus groups 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
Local engagement in your area
Through our Tenant Satisfaction Measures you’ve told us that it’s important that you are able to speak directly with NPH officers face to face in your area, that’s why we have a calendar of localised face to face events across Northampton.
Between January to March 2026, we held:
- Our quarterly engagement café in February
- 23 drop-in sessions across Northampton
- 27 community cafés across Northampton
At these sessions residents most commonly asked us about:
- Reporting repairs
- Grounds maintenance issues
- Money related advice and support
- Tenancy issues
Click here to visit our latest quarterly events calendar to find out when we’ll be in your area.
Mutual Exchange Event – Town Centre
Thursday, 13 August·12:00 – 2:00pm
The Gatherings, Grosvenor Shopping Centre, Northampton, 2 Union Street, Northampton, NN1 2EW
A mutual exchange is when you swap homes with another tenant. It can be a quicker, easier way to move. If you want to move, this could help you.
Our Mutual Exchange team can answer questions and give support. There is no need to book, just come and see us!
Acting on your feedback
Acting on your feedback is helping us improve our performance.
Tenant satisfaction measures (TSMs)
Over the coming weeks, we’ll be sharing more information about how we’re performing and the areas we’re focused on improving.
We know that performance figures and statistics aren’t everyone’s favourite read, but they help provide a clearer picture of the services you receive and the progress we’re making.
By sharing this information regularly, we want to help you better understand what’s working well, where improvements are needed, and how we’re continuing to improve services. Keep an eye out for updates soon, we’ll be breaking things down in a simple, easy-to-understand way.
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
Local engagement in your area
Through our Tenant Satisfaction Measures you’ve told us that it’s important that you are able to speak directly with NPH officers face to face in your area, that’s why we have a calendar of localised face to face events across Northampton.
Between October to December 2025, we held:
- Our quarterly engagement café
- 28 drop-in sessions across Northampton
- 30 community cafés across Northampton
At these sessions residents most commonly asked us about:
- Reporting repairs
- Grounds maintenance issues
- Money related advice and support
- Tenancy issues
Click here to visit our latest quarterly events calendar to find out when we’ll be in your area.
Acting on your feedback
Acting on your feedback is helping us improve our performance.
Tenant satisfaction measures (TSMs)
The Regulator of Social Housing (RSH) require us to report against 22 key measures, of which ten are management information measures and twelve are satisfaction-based measures, collected through a tenant perception survey. The tenant perception survey is carried out by Acuity, an external market research company and involves surveying over 1000 of our tenants by telephone during the financial year.
The infographic below shows the tenant satisfaction survey results. These results are based on 625 survey calls completed between April and December 2025. If you receive a call from +441604986002, please answer and have your say. We can arrange calls at a convenient time, and we can support you if English is not your first language.
We’ve improved in all but one measure from the year before. Your feedback is helping us focus on what matters to you most.
From your feedback we know that many of you want us to do more to deal with anti-social behaviour (ASB). We are increasing our work to help residents understand what ASB is and how to report it to us. When you tell us about problems, we can act on them quickly. We also continue to work closely with other partner organisations to deal with ASB as effectively as possible.
Please click on the image to zoom in.
