The Resident Influence Group (RIG) is a resident-led group that reviews Hexagon’s services, considers feedback from other resident groups and makes recommendations to improve the resident experience, strengthen accountability and help shape future services.
Over the past year, RIG has focused on resident priorities including repairs, complaints, anti-social behaviour and culture. Recent meetings in August and September 2026 continued this work.
In August, RIG reviewed progress against its recommendations and confirmed that five recommendations had been delivered, covering areas including anti-social behaviour, resident scrutiny, inclusion and policy consultation. Further work was identified around improving information handovers when staff change roles, to protect institutional knowledge, and following up on previous recommendations relating to service charges. RIG also confirmed completion of the Community Investment and Estate Services scrutiny action plans, while identifying customer profiling and a future review of estate services as potential areas for further discussion.
In September, a special session focused on the Customer Experience Strategy and co-developing a Residents’ Charter. Discussions highlighted the importance of clear communication, respectful and equal treatment, reliable timescales, consistent and accessible services, and meaningful accountability. The next step is to develop these ideas into a concise, one-page set of Resident Promises for RIG to review, with success measures revisited over time.
