Introduction
In August 2026, we asked for your feedback on our draft Property Improvement and Resident Alterations Policies, and how they could work best for you.
Many thanks to everyone who gave your feedback – 15 residents provided over 80 comments on the in-progress policy. This is vital to reflect resident need. All your input been considered and responses provided.
Below you can find a summary of the most common feedback and Hexagon’s responses.
Our consultation has closed but you can still view this video which explains more about our Property Improvement and Resident Alterations policies.
Video with huge thanks to Biabora Media visit www.biabora.uk
Summary feedback and responses – Residents were broadly positive about the principles and safety requirements within both policies. The consultation does not indicate a need for fundamental changes to the overall approach.
The main message was that residents would like the policies and associated processes to be simpler, clearer and more accessible, with better communication and greater flexibility around surveys, works and lower-risk alterations.
We are writing a new Property Improvement procedure for colleagues to follow. This will ensure our teams use a range of communication methods and explain the purpose of works.
Due to this feedback we are looking into procuring the a microsoft booking system which will enable residents to book and alter their own appointment slots. This will help to address a lot of the consultation feedback which related to communications regarding appointments and flexibility
We have started a full stock audit to give us a 30 year plan for stock improvement works. This will enable us to forecast works and contact residents in advance to let them know works will be taking place.
It will also allow us to respond to resident enquiries regarding improvement works to their homes such as kitchens and bathrooms because we will know the condition of their current home.
We work with contractors to deliver works. Because they are small scale improvement projects, contractors will not provide a resident liaison officer. Due to this feedback we will ensure we are sharing contact information for our team when we start works so residents know they can contact us as well as the contractor.
Where we are doing major works we will provide oppprtunity to meet with residents before works start, such as a resident drop in or online briefing session
We are developing a new Building Safety Engagement Strategy and Building Safety resident panel who will further advise on how we communicate major works to residents.
We will develop a new procedure to sit alongside the resident alterations policy which includes detail on how colleagues should process applications. We will aim to include a visual guide for residents as part of this work.
Draft policies
- Click here to view the in-progress Property Improvement policy
- Click here to view the in-progress Resident Alterations policy
**This consultation has now closed. We are reviewing the feedback and will update this page soon with a summary of the responses and our next steps.**