Get Involved

Town & Country Housing’s purpose is to provide safe, secure homes for those that need them. To make sure we’re providing the right type of homes and services to our residents, it’s important that our residents influence the services they receive.

Why we need you

Town & Country Housing (TCH) has a clear social purpose to provide homes for people, and with that purpose comes huge responsibility. We understand how housing impacts every aspect of people’s lives, so we take this responsibility seriously.

Our vision is to be one team delivering a great resident experience, and we can only do this by placing you at the heart of everything we do.

TCH is a not-for-profit organisation, which means that the money you pay in rent and service charges goes towards maintaining homes and services.

You’re best placed to judge whether these services are meeting residents’ needs, which is why it’s vital that you can directly influence our work. Our Resident Engagement Strategy sets out how residents can shape decisions, influence services, and work with us to improve homes and communities.

It’s important that residents can get involved and help shape our services, in ways that work for them. You can read more about the impact that residents are making on our services through these ‘You said, we’re doing’ updates and in our Resident Engagement Impact Report 2024-25.

And you can see all the current ways to make your voice heard below.

Why get involved?

Be active in shaping and improving our services for all residents
Earn shopping vouchers and other rewards
Receive training
Increase your knowledge in a range of housing services
Meet new people
Gain useful skills.

Ways to get involved

We’ve listed out the different opportunities below. There’s a range of ways you can help shape our services, from completing surveys and giving feedback on services to being part of a focus group conversation or attending regular meetings.

You don’t need any knowledge or expertise in housing to get involved, we are looking for volunteers who want to make a positive difference to the services we provide.

Click on each opportunity below to find out more and to sign up or email the resident engagement team via getinvolved@tch.org.uk

Communications Service Improvement Group

What: We send a lot of important information to residents and want to make sure that we’re getting it right in terms of language, tone and messaging. That’s why we’re looking for a group of residents to give us feedback on our communications and other information we provide, such as our website.

How: You can get involved with this opportunity from the comfort of your own home. We will contact you when we have something that we’d like to get feedback on before it gets sent out or published to residents.

We’ll always provide a minimum of a week for you to review and feedback to us, which can be done via email, telephone or post. We’ll usually ask you to review a maximum of two pieces of communication within a three-month period.

Support: Training and guidance will be provided as necessary/requested.

Vouchers: £10.00 Love to Shop voucher for each communication review.

Sign up here: If you’d like to get involved, please email getinvolved@tch.org.uk or call 01892 501480 for more information.

Complaints Panel

What: The Complaints Panel will work in partnership with TCH to hold us accountable and to ensure we are always improving the customer experience by listening and learning from their complaints service experience.

How: In person and/or online – according to the preference of the group.

When: Quarterly (specific dates given closer to the time of each meeting).

Support: Any necessary training will be provided, and we’ll also be sure to give you any relevant information about the service you’re looking at.

Vouchers: £30.00 Love to Shop vouchers for each meeting attended.

Sign up here: If you’d like to get involved, please email getinvolved@tch.org.uk or call 01892 501480 for more information.

Date	Activity	Impact
13 March 2025	Complaints Panel (inaugural) meeting	Redesigned transactional survey questions to better support residents to express their satisfaction with the complaints service, rather than their complaint outcome.
24 July 2025	Complaints Panel meeting	Participated in the Ombudsman self-assessment process Agreed to participate in a complaints training video to support the message of 'Think Resident!'

Supporting documents:

Terms of reference

July 2025 minutes

March 2025 minutues

Estate Services Improvement Group

What: We’re committed to keeping our internal and external communal areas well-maintained. This group will work closely with the Estate Services Team to scrutinise performance data and monitoring residents' satisfaction with cleaning and grounds maintenance. We will also collaborate with external contractors to ensure successful delivery of all estate services.

How: In person and/or online – according to the preference of the group.

When: Quarterly (specific dates given closer to the time of each meeting).

Support: Any necessary training will be provided, and we’ll also be sure to give you any relevant information about the service you’re looking at.

Vouchers: £30.00 Love to Shop vouchers for each meeting attended.

Sign up here: If you’d like to get involved, please email getinvolved@tch.org.uk or call 01892 501480 for more information.

Minutes:

Minutes and Key Actions January 2026

Minutes and Key Actions October 2025

Minutes and Key Actions July 2025

Other Documents:

Estate Services Improvement Group Code of Conduct

Estate Services Improvement Group Role Profile

Estate Services Improvement Group Terms of Reference

Focus groups

What: This is a group of people who meet to discuss an issue, area, strategy, policy or service.

How: We usually hold focus groups online via Microsoft Teams.

When: Focus groups normally take place in the evening and last between 1 – 2 hours. We’ll always try to give you at least two weeks’ notice before a session takes place so that you can make any necessary arrangements.

Support: We’ll support you so it’s easy to access the meeting, and we’ll provide any background information, and documents, that will help you to join in the conversation.

Vouchers: £30.00 Love to Shop vouchers for each focus group you participate in.

Sign up here: If you’d like to get involved with this opportunity, please email getinvolved@tch.org.uk or call 01892 501480 for more information.

Repairs 1% Club

What: Offering flexibility to provide honest and constructive feedback through projects that may include contributing to new service commitments, mystery shopping, responding to consultations & and testing the repairs booking system.

How: In person and/or online

When: Ad-hoc no more than four times a year.

Support: No prior experience required, just a willingness to share your views.

Reward: A thank you voucher will be provided for each project you take part in, with the value confirmed at the start of each activity.

Sign up here: If you’d like to get involved with this opportunity, please email getinvolved@tch.org.uk or call 01892 501480 for more information.

Repairs Service Improvement Group

What: We’re committed to keeping our residents' homes safe, well-maintained and fit for the future. This resident panel will work with service leads so we understand residents’ views, enabling your voice to influence the services we deliver.

How: In person and/or online – at your convenience.

When: Quarterly (specific dates given closer to the time of each meeting).

Support: Any necessary training will be provided, and we’ll also be sure to give you any relevant information about the service you’re looking at.

Vouchers: To be decided in time for launch.

Sign up here: If you’d like to get involved with this opportunity, please email getinvolved@tch.org.uk or call 01892 501480 for more information.

Minutes:

Other documents:

Resident Scrutiny Panel

Resident Survey Group

What: Our monthly ‘Find out Fridays’ are a new way to find out what you think about what you think of us as your landlord and the services we provide to you. These discussions will help give us more in depth information about things residents have told us are important to them.

Topics could range from the repairs service to understanding what is important to you, or asking you how we make you feel in each interaction we have with you.

Surveys will be carried out on-line, presenting you with a chance to tell us what you think at a time that works for you.

When: There will be regular once a month surveys for ‘Find out Friday’, and the potential for the occasional one off service specific surveys, eg about policy or strategy. Surveys will be managed so you are not inundated.

This would be in addition and separate to any TCH and TCH Repairs satisfaction surveys or Tenant Satisfaction Measures (TSMs).

How: We will contact you with any questions via email from our CX Feedback system.

Vouchers: For every month you complete a survey you will be entered into a Monthly Prize draw where you can win £15 of shopping vouchers AND a quarterly draw of £50 of shopping vouchers.

Each monthly entry counts as one entry into the applicable quarterly draw, no more than three entries per person per quarterly draw.

Sign up here: If you’d like to get involved with this opportunity, please email getinvolved@tch.org.uk or call 01892 501480 for more information.

Resident Voice Panel

TCH and Peabody Policy & Strategy Panel

What: Town & Country Housing is part of the Peabody Group, and as such policies set by Peabody have an impact on Town & Country Housing residents.

We’re recruiting residents to join the Peabody Policy and Strategy Panel – this is your chance to make sure policies and strategies aren’t just words on paper. Instead, they are designed and implemented in a way that works for you. 

As a panel member, you’ll work alongside other residents and Peabody colleagues to: 

Review key policies and strategies   
Scrutinise the resident consultation carried out to ensure meaningful engagement  
Offer challenge and feedback to help us improve 
Bring a resident’s perspective to decisions that affect you and your neighbours

This isn’t just about reviewing documents - it’s about making sure those documents translate into fair, effective services. You’ll scrutinise how resident feedback is gathered and used, and whether policies truly reflect the needs and realities of the people they’re meant to serve. 

How: Mostly online, with occasional in-person meetings. Opportunities to get involved in smaller projects in between meetings, if you choose. Space to share views and help hold us to account

When: Meetings take place every second month in the evening

Support: A network of peers and staff committed to making things better. Training and support to help you best participate.

Reward: A chance to shape our policies and strategies and how they impact you and your home. Flexible involvement that works around your time. Opportunities to build new skills and confidence.

Apply here: Fill in this application form  - HERE - by 9am Monday 24 November 2025.  You can also email get.involved@peabody.org.uk or call 0300 123 3456. 

If shortlisted, we’ll invite you to a short online meeting in the week commencing 8 December 2025. This 20 minute meeting will be with a representative from the Strategy and Policy team, Resident Engagement team and Resident-Led Panel, to hear more about why you’d like to join and what you’d bring to the group. 

Resident board members

The TCH Board oversees the activities of TCH and makes sure we work in the best interests of our customers. We currently have one resident on our board, and further vacancies will be advertised as they arise.