North East London resident event recap
We promised to share the feedback and insights we heard from you on the day.
Published: 03/06/2025
Thank you to all the residents who were able to join us for the North East London resident engagement event. More than 50 residents joined teams from Peabody and our Chair Caroline Corby, on Saturday 22 March at the Brady Arts and Community Centre in Tower Hamlets.
This was a chance for residents to chat with us, both individually and as part of their Tenant and Resident Associations (TRAs), about their experiences with Peabody, issues they are facing and changes they’d like to see.
We promised to share the feedback and insights we heard from you on the day. This is what you told us.
Your feedback: A snapshot
Where we need to improve:
You let us know that you were concerned about the amount of time it takes for repairs to happen and of the poor quality of repairs. You also told us that the complaints process was ineffective, that there often unresolved issues on your estates and that there is overall a lack of communication from Peabody.
What’s going well:
You spoke to our teams about there being a sense of community in your neighbourhoods and that you usually found Peabody staff to be friendly. You thought the MyPeabody app was a step in the right direction in terms of reporting issues and staying up to date.
Repairs and maintenance:
Issues with heating, hot water, damp, mould, and more
We heard about a variety of repairs issues, including:
- Heating and hot water
- Systemic damp and mould issues
- Leaks
- Operational issues with CCTV cameras
- Porch and patio repairs
- Contractors not turning up
- Repairs taking too long
In particular you mentioned issues with inconsistencies, such as:
- Why some of your neighbours get their repairs or complaints seen to, when you haven’t
- Variation in the standard of work taking place
- Jobs being closed before they are finished, or not logged at all
- Not having the right data
- Different levels of communication about different jobs.
Clarity and communication:
Need for better communication about service charges, what’s happening with repairs and improved complaints process.
- You told us that Peabody isn’t doing a good enough job at following up and closing the loop.
- You talked to us about having difficulties raising queries with service charges and not being able to discuss them with someone from Peabody.
- You told us we need to be doing a better job at explaining invoices; what is included and what isn’t, as well as some of the specialist terminology used.
Communal spaces:
Concerns about lighting, parking, and communal area maintenance
- You spoke with us about concerns about communal areas or services shared by themselves and neighbours.
- This included issues with lighting, heating, hot water, parking communal doors and windows. You raised concerns about what is happening in communal areas, including rough sleeping, drug use, littering and vandalism.
- You want Peabody to make sure that door entry systems are functional and CCTV cameras operational, to deter low level crime.
- You told us about issues with removing waste, how often communal areas are cleaned and quality of cleaning.
Interactions with staff:
Mixed feedback on staff behaviour and work quality, alongside issues of accountability.
- You told us you would like to know more about your local teams, such as when you would see your neighbourhood manager.
- While many residents praised staff from Peabody, some also raised concerns with behaviour and quality of work.
- We also heard that many residents are really pleased with the work done by the caretaking staff on their estates. We heard that gardeners have damaged plants being grown by residents and that some repair works have been done to a poor standard.
Your local area:
Interest in community centres, Tenant and Resident Associations TRA’s and funding opportunities.
- You told us you want to know more about our community centres and how to access them, when, or if they can use them.
- You also told us you would like to know more about funding opportunities in your area to support community events and programmes, as well as wanting more information about TRAs, in particular what they involve and how to set them up.
What we will be doing next:
- We’ve committed to holding more repairs surgeries in local areas to give you additional opportunities to resolve issues
- We will be promoting funding opportunities through the local newsletters
- End of June 2025: We’ll share further recommendations with you that have come as a result of your feedback.
- September 2025: Create an update for the Resident Experience Committee and send you a final update so you can see how we’ve listened and acted upon your feedback.
Contact us
Got specific questions about Peabody? We’re always happy to help.