Listening to residents and acting on feedback remains a key priority for Town & Country Housing (TCH). Over the last year through a series of quarterly resident meetings at John Gale Court and Norman Colyer Court, Epsom, residents had the opportunity to ask questions, raise any concerns, and hear from a range of TCH teams.

What You Told Us

Residents shared feedback on several important areas, including:

• The need for clearer and more accessible communication around fire safety requirements.
• Concerns about the timing and tone of some recent safety messages.
• Questions relating to the removal of personal items from communal areas.
• Requests for practical solutions for residents with mobility needs.
• The importance of clear information and support during the change from AllPay to PayPoint rent payment services.
• Ongoing repairs, compliance and estate service matters.

What We’re Doing

As a result of resident feedback, we have:

• Progressed actions identified through Fire Risk Assessments, including improvements to storage areas, lock replacements and compliance measures.
• Improved communication around safety requirements, using clearer language and more accessible formats, including large-print notices where appropriate.
• Agreed safer alternatives for residents who rely on shopping trolleys or mobility aids, ensuring communal areas remain clear while supporting residents’ individual needs.
• Provided face-to-face support and advice regarding changes to rent payment arrangements, helping residents understand what the changes mean for them.
• Continued to work with contractors and service teams to improve communication and resolve outstanding repairs and compliance issues.
• Strengthened partnerships with organisations such as Age Concern to ensure residents can access additional advice, support and local services.
• Committed to continuing quarterly resident meetings to ensure residents have regular opportunities to share feedback and influence services.

Thank you to all the residents who have taken the time to attend meetings and work with us so that we can improve services to better meet everyone’s needs in these communities.