From voice to action – how resident insight is shaping real change

Andrew Murtha, an emh resident and Chair of the Resident Influence Committee (RIC), shares his perspective.

In my previous blog, Why equal-footing engagement works, I reflected on the importance of residents and leaders working together as equals. That partnership isn’t just about better conversations – it leads to better outcomes.

What I’ve seen through the RIC is how resident insight helps shape priorities – and how emh colleagues then turn that insight into practical improvements that make a real difference to everyday services.

Turning influence into action

Residents regularly raise issues and ideas through the RIC and other engagement channels. What matters is what happens next.

Across emh, teams have used that feedback to improve how services work in practice, for example:

• Repairs: systems have been fixed to reduce delays and booking errors, improving the experience for residents in new homes
• Access and communication: new ways to contact Customer Services, including social media, give residents more choice and convenience
• Digital services: improvements to MyHomeOnline are making it easier to manage accounts and services online.

These changes are delivered by emh teams, but they are shaped by what residents have said matters most.

Strengthening accountability and consistency

Resident feedback has also influenced how services are managed and overseen:

• Clearer processes mean residents get accurate information first time when contacting Customer Services
• High-priority repair complaints are logged as such and tracked more closely through to resolution
• Complaints and compensation are handled more consistently and in line with national guidance.

This shows how resident insight doesn’t just highlight issues – it helps strengthen how accountable and responsive services are.

Supporting staff to respond effectively

Another important theme I’ve seen is how feedback improves the way colleagues work:

• Better access to information allows Housing Officers to resolve issues more quickly when meeting residents
• Closer working between teams helps them respond faster to more complex situations
• Improved coordination means residents don’t have to repeat themselves to get things done.

These are not always visible changes, but they have a direct impact on the quality and speed of service residents receive.

Getting the basics right

Residents have also influenced practical improvements that make everyday living easier, including clearer information when moving into a home and simpler processes for requesting changes.

Individually, these may seem small – but together they show a consistent focus on listening and improving.

A shared approach to improvement

The role of the RIC is to make sure resident voices are heard and influence decisions. The role of emh’s teams is to act on that influence and deliver change.

That partnership is what makes the difference. It’s not about who suggests an idea, but about how it is followed through.

There are many more examples of how resident feedback has shaped service improvements. You can explore these in more detail here: https://www.emh.co.uk/home-repairs/customer-voice/you-said-we-listened/

What’s clear to me is this: when residents are listened to properly, and organisations respond with intent, you move beyond involvement to something more meaningful – real, measurable change.