What they found
The great news is the Panel found most of the key information residents need is already available on our website. However, they also identified some areas where we could make things easier to find and improve the overall online experience. They also suggested ways to make the website feel less corporate and more resident-friendly.
We’ve taken their feedback on board and the Panel have been working closely with our Head of Digital Services, Tom Key, to make improvements that will enhance your experience now and in the future.
Key recommendations:
The Panel suggested several ways to improve the website, including:
- Better search and navigation – Enhancing the search function so you can quickly find what you need.
- Highlighting important information – Making key details, like our complaints process and resident rights, more visible.
- Content management improvements – Regularly reviewing and updating website content to keep it accurate and useful.
- Using data to refine the site – Tracking popular search terms to tailor content based on what residents are looking for.
- Exploring AI and digital tools – Investigating new technology to help residents find information more easily and maintain content quality.
- Strengthening resident input – Involving our Resident Communications Panel more frequently to ensure website content remains resident-focused.
Our response: Taking action to improve
Based on the Scrutiny Panel’s feedback, we’re making several changes, including:
- Clearly defining the purpose of the website in our Communications and External Relations Strategy.
- Overhauling our website content management process to ensure information is regularly reviewed for accuracy and relevance.
- Actively seeking feedback from the Resident Communications Panel on key website areas.
- Monitoring search terms used by visitors to prioritise and improve important content.
- Making our complaints process easier to find by adding a direct link in the website footer.
- Auditing our most-visited pages to optimise graphics and videos for a better user experience.
- Introducing a new A to Z page to help visitors quickly find the information they need.
- Launching a dedicated ‘Consumer Standards’ section to clarify resident rights.
- Exploring digital tools to streamline website management, freeing up time for further improvements.
“I’d like to say a big thank you to all the residents on the Scrutiny Panel for taking the time to review our website. Their insights were invaluable in highlighting both what’s working well and where we can do better.
The Scrutiny Panel explored all aspects of how we manage the website and how it integrates with our broader communication efforts. It was a valuable process, and we worked well together to identify meaningful improvements.
We’ve already implemented some changes and look forward to hearing feedback from residents. While some improvements will take a little longer to roll out, we now have a clear plan in place. We’ll continue to share details of our progress.”