The Neighbourhood Knocks are a key part of our ongoing commitment to listening, learning, and improving, so we can create safer, stronger communities that truly flourish.
This August and September, we went out with friendly faces and open ears, ready to hear what residents think about their homes, neighbourhoods, and their experiences with ISHA. This marked the third and fourth rounds of our Neighbourhood Knocks, and once again, our staff played a central role in making it a success.
This time, 52 colleagues from across ISHA took part - bringing a real "all hands-on deck" (or should we say, "on doors") spirit. But it's not just about numbers. Involving staff from all departments isn't only about reaching as many homes as possible - it's also about developing our empathy, insight, and appreciation for the resident experience. It's how we build genuine resident involvement and co-create services within our small, locally based housing association.
Every aspect of the knocks - from the project planning to the staff training - is co-designed with our involved residents, who bring valuable realism to the process. Their involvement ensures that we act with compassion, respect, and sensitivity in the program.
Whether our colleagues work on the front lines of repairs or behind the scenes in data analysis, everyone joins in. On knock days, we all put on our coats and get walking around our estates. We meet the faces and hear the life stories of our residents behind the statistics -stories that don’t show up on spreadsheets.
On a sunny day in August, we knocked on 362 properties, followed by another 380 in Islington in September. While not everyone was in, we followed up with phone calls to ensure as many residents as possible were heard. Over the two days, we had 249 meaningful conversations with residents - making it time well spent out of the office.
Our ultimate aim is to improve our performance and increase resident satisfaction. That’s why we base our conversations around the Tenant Satisfaction Measures set by the housing regulator. We asked about how safe people feel in their homes, how well-maintained their properties are, and what ISHA should prioritise to improve.
We heard from many satisfied residents, some of whom have lived in their ISHA homes for over thirty years. There were numerous compliments, particularly praising the dedication of long-standing members of our Neighbourhoods team. Residents also recognised recent improvements in repairs and maintenance, which they noted have been inconsistent in the past.
One of the most common pieces of feedback was a desire for better communication. Particularly around repairs. Residents told us they want more consistent follow-up and clearer communication about who their estate officers are, especially when roles change. They want a more direct and informed line of contact.
While we collected valuable insights into satisfaction, we also gathered important information to improve our Equality, Diversity and Inclusion (EDI) practice. Understanding residents’ needs, especially those with disabilities or language barriers, enables us to better support their safety and tailor our services accordingly. Our Building Safety team is closely involved in this ongoing work.
At the time of writing, we are still analysing the findings, following up on conversations, and taking action on what we’ve heard. We will be writing to residents again to report back, closing the feedback loop by sharing what we’ve learned and what we’re doing in response.
This isn’t a one-off exercise. It’s part of our ongoing commitment to real resident involvement, and we’ll keep working alongside our communities to make improvements that matter. Keep an eye out for the final Neighbourhood Knock reports, which will be published soon on our website.
