Resident Members Charter launch: A milestone moment for resident voice

Around 40 of our most involved residents joined colleagues at Eastlight House on Tuesday, 23 September to celebrate the launch of our Resident Members Charter.

Co-created with residents over the past year, the Charter sets out our shared commitment to putting the resident voice at the heart of everything we do.

The event brought together residents who are already actively involved in helping to shape Eastlight’s future. Members of the Resident Members Charter Steering Group – Magenta Lavey (Chair), Tammy Collins and Sonata Dambrauskiene – also shared their reflections on co-designing the Charter and their hopes for how it will continue to influence change.

Every resident at the event received a ‘Gold Card’, giving them access to a growing programme of involvement opportunities and marking their role in helping to embed this new approach across Eastlight.

Hearing from colleagues across Eastlight

Throughout the day, residents heard from colleagues across our Executive Management Team, as well as our Housing Services, Finance and Home Solutions Teams, who provided updates on key areas of our work and invited feedback to shape future priorities.

Colleagues from our Home Solutions Team shared updates on empty homes, service improvements and ongoing priorities, while the Finance Team hosted an engaging ‘Resident Academy’ session, breaking down how Eastlight’s finances support our goals and future investment.

A highlight of the day was a conversation about Eastlight’s move to a place-based model of working – a key part of our Corporate Strategy and a direct response to resident feedback.

Residents heard how by tailoring engagement to the unique needs of each area, Neighbourhood Teams will be able to build stronger local relationships and deliver services that are responsive, consistent and rooted in each community.

Resident reflections

Feedback from residents included constructive suggestions and positive reflections on the day.  

One resident shared: “This was a very informative meeting – a lot was said. We had the opportunity to speak to staff which was very helpful – I felt listened to. Keep up the good work.”

Catherine Turner, Chair of the Customer Influence Committee, reflected: “Today felt far more meaningful than a traditional AGM – it gave residents real time to ask questions, connect with staff and dig into the issues that matter most.”

Catherine added: “The Charter gives us a framework to look back on each year and ask: are we doing what we said we’d do? It keeps us focused on listening, learning and delivering on our promises.”