In December, we invited a group of shared owners to take part in a focus group reviewing our Home User Guide (HUG). The guide is an important resource for new homeowners moving into homes provided by Love Living Homes, our commercial arm.

Seven residents generously shared their first‑hand experiences, including what worked well, where information was confusing, and what would help people feel more confident when moving into a new home. Their honesty and practical suggestions have shaped a series of improvements we are now putting into action. We’re also looking at how we can use their feedback to improve the info we share with all new Town & Country Housing residents.

You said…

Residents said that while the HUG is helpful, key details can be hard to find. Many wanted clearer guidance on reporting defects, understanding timelines and knowing who to contact for different issues.

You also asked for more practical advice — from basic home maintenance to saving energy and managing finances.

Several residents highlighted the value of information on what to do as a new homeowner, such as local amenities and who to contact for more information.  

We’re doing…

We’ve developed an action plan split into short-, medium- and longer-term projects. Early updates will focus on clearer defect reporting, adding more information to our website and improving explanations around repairs, warranties and timelines.

This year, we’ll also start redesigning parts of the guide to make it more visual and introduce QR codes to help residents access further information. We’re also exploring better building insurance communications, and fire door guidance.

Looking ahead, Love Living Homes is planning a full review and relaunch of the HUG, along with a brand‑new handover pack for future residents. We will also be looking at new ways to connect with residents on a regular basis. We will also be taking lessons learned from this focus group to look at how we can improve the information that’s provided to all new Town & Country Housing residents.

Thank you

Your contributions are helping us create clearer, more personalised and more supportive information for all residents. We’re grateful for your time and insights — and we’ll keep you updated as improvements roll out.

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