Essex, Northamptonshire, Bedfordshire, Hertfordshire and Cambridgeshire | Spring 2026
Berkshire, Buckinghamshire and Oxfordshire | Spring 2026
...to the spring edition of your Home magazine
Spring is a good time to reset. The days are getting longer, the evenings lighter and it’s a chance to check in on your home and your finances. In this edition of Home, you’ll find practical support, local stories and updates on how we’re making improvements based on what you’ve told us.
If you’re thinking about a spring refresh, have a look at pages 4 to 6. You’ll find tips to help you manage your finances, including support available, information on home contents insurance and work and training opportunities. There’s also advice on preventing damp and mould, how to report it and information about gas safety checks.
To see how we’re doing and how your feedback is helping us improve our services, turn to pages 8 to 11. You’ll find our latest Tenant Satisfaction Measures (TSMs), what’s changed as a result of resident feedback and how you can get involved.
To help you make the most of spring, on page 3 you’ll find free and low-cost things to do over Easter near you. You can also take part in our spring competition by sharing photos of your indoor or outdoor plants.
We hope you enjoy this edition of Home magazine.
With best wishes,
Kirsty Pepper Managing Director | North Counties
What’s on this Easter
With spring here, you’ll find free things to do and ways to save on food when eating out.
Cheaper meals for kids
Many restaurants offer free or discounted meals for children during the school holidays.
From pasta dishes to family meal deals, there are lots of options to help keep costs down. moneytothemasses.com/quick-savings/tips/ how-to-save-money-on-eating-out-withchildren-this-school-holiday
Visit a food bank
Access free and affordable food. Local food banks offer tins, fresh fruit and vegetables and other essential household items. You can also find other types of support. info.peabody.org.uk/food-options
Free activities
Sunnier days are great for getting outside.
If you’re looking for spring walks, try Go Jauntly for free guided walks near you. gojauntly.com
Visit one of our community centres
There’s lots going on near you.
Pick up a timetable at your nearest centre or see what’s happening online.
info.peabody.org.uk/visit-easter
A spring check-in for your home
Spring is a good time to check in on your home and shared spaces and let us know if anything needs sorting.
Spring clean your finances
If you’re worried about bills, benefits or budgeting, support is available. We can help you check what financial support you may be entitled to and offer advice to help you manage your money. Talk it through with our money specialists. info.peabody.org.uk/bills
Staying safe with e-bikes and e-scooters
If you use an e-bike or e-scooter it’s important to charge and store it safely.
• Don’t charge or store them in communal areas, escape routes or near your front door
• Use official batteries and chargers from trusted sellers
• Unplug them once fully charged and avoid charging overnight
To keep everyone safe we may remove e-bikes or e-scooters left in communal areas. There may be a charge for removal and storage.
Find out more: london-fire.gov.uk/safety/ lithium-batteries
Looking after your building
Keeping your home and building safe, secure and well maintained is really important to us. To help us do this properly, we’ve asked a specialist company, Faithorn Farrell Timms, to check the shared areas in all blocks of flats. This includes spaces like entrances, hallways and stairwells.
These surveys will give us an up-to-date picture of your building. They help us spot repairs or improvements early, so we can plan the right work at the right time.
Surveyors will carry ID, which you can ask to see. If they need to take photos, they'll always respect your privacy. Our aim is to make sure your building stays safe, comfortable and well looked after.
Gas safety checks
Gas safety checks help keep you and your neighbours safe. Every home with its own boiler needs a yearly gas safety check and we’re required to carry these out by law. If one of our engineers contacts you to arrange a visit, please let them in. If the time doesn’t work for you, let us know and we’ll rearrange an appointment that fits around your day.
Damp and mould
Damp and mould can happen at any time of year. Simple steps like opening windows when you can and using extractor fans in kitchens and bathrooms can help.
If you notice damp or mould in your home, tell us as soon as possible.
info.peabody.org.uk/damp 0300 123 3456
off your home, balcony or garden in full bloom and win a £50
Plants can bring colour, calm and a little joy to your home, whether they’re inside or out. Show off your flowerpots and greenery by entering our spring competition.
To enter:
• Snap a photo of your plant-filled space
• Tell us a little about your plants and post the picture on your Instagram profile
• Make sure you’re following us and tag us @peabodyldn in your photo
• Submit your entry by Friday 17 April
Getting started with jobs and training
Looking for work, training or your next step? Our free guide brings together local job opportunities, training courses and community events in one place.
What’s in the guide?
• Local job opportunities and how to apply
• Free training courses
• Advice and support that could help you get started
• Community events
How to get your free copy
Email evelina.sredovska@peabody.org.uk and we’ll send the guide straight to your inbox. Let us know if you’d prefer a printed copy.
If you’re looking for support finding work, we may be able to help.
Get help with your CV, interview skills or building your LinkedIn profile info.peabody.org.uk/jobs-and-skills
Get email updates on jobs and training info.peabody.org.uk/job-email-updates
We also offer apprenticeships at Peabody. Explore current opportunities on our website info.peabody.org.uk/career-in-housing
Complaints: your options
We’re committed to getting things right for our residents, but we know that sometimes things go wrong.
If you're not happy with the service you've had from us, let us know so we can put things right.
We can often fix things like missed appointments quickly.
Call us on 0300 123 3456
Use Live Chat on our website
Complete our online form info.peabody.org.uk/contact-form
Write to 45 Westminster Bridge Road, London SE1 7JB
If you're not happy with the service you've received, you can make a formal complaint.
We'll investigate the issue and work with you to put things right.
Here’s what happens next:
Stage one complaint
We'll look into your issue and take steps to fix it and keep you updated.
Stage two complaint
If you're unhappy with the outcome of your stage one complaint, you can ask us to review everything.
Read more about the complaints process info.peabody.org.uk/complaints-stages
How to make a complaint info.peabody.org.uk/formal-complaint
Call 0300 123 3456 and choose option 7
Contacting the Housing Ombudsman
If you feel your complaint hasn't been resolved through our process, you can contact the Housing Ombudsman.
You can also contact them at any time during the process for independent, impartial and free advice: housing-ombudsman.org.uk
0300 111 3000
info@housing-ombudsman.org.uk PO Box 1484, Unit D, Preston PR2 0ET
How we're doing
Tenant Satisfaction Measures
Our Tenant Satisfaction Measures (TSMs) help us understand what’s working well and where we need to do better.
The latest measures:
70.4% feel your home is safe 64.1% feel happy with the repairs service feel your home is well maintained feel kept informed 62.6% 66.4% feel listened to 51.3% are satisfied with how complaints are handled 28.3%
What we’re doing to make things better
We’re making progress, but we know there’s more to do. You’ve told us you want clearer communication, quicker action and to feel listened to. That’s what we’re focusing on:
• Giving clearer updates when you report an issue, in line with our Service Standards, so you know what will happen next
• Sorting issues more quickly and reducing delays
• Being clearer when things take longer and explaining why
• Focusing on the issues that matter most to you, including damp and mould
• Listening carefully to your feedback and acting on it
• Improving how we handle complaints, so problems are less likely to happen again
Service Standards
Our Service Standards set out what you can expect from us and help us provide a clearer and more consistent service.
You’ve told us you want quicker replies and clearer updates. Since October, we’ve resolved over 21,000 queries on the same day and 69% of queries have had a response within five working days.
If we can’t fix something straight away, you’ll hear from us within five working days. We’ll tell you what’s happening and what will happen next, so you don’t need to follow up. We’ll keep you updated on our progress.
An update from our Resident-Led Panel
Over
the last few months,
we’ve focused on how residents can have more influence over decisions that affect their homes and services.
We spoke with senior leaders about what residents want us to focus on over the next year. This included making it easier for residents to have more say over repairs, contractor performance and how damp and mould issues are handled. As a result, Peabody teams will share clearer regional plans and make local teams easier to contact.
We also worked with residents to agree a programme of service reviews for the year ahead.
We reviewed the findings from a resident engagement health check completed by 25 teams to understand how residents are involved in influencing services. We agreed five recommendations focused on improving how we listen to residents and turn feedback into action. Using these recommendations Peabody directors developed an action plan which we reviewed in November. The plan focuses on better training for colleagues, making resident engagement part of everyone’s role and improving communication about service improvements.
Our sub-groups continued work on complaints, communications, rent letters and homeownership.
This has led to clearer policies, better online information and easier-to-read letters.
Ingrid Smith Resident-Led Panel member
Join Peabody Voice.
Peabody Voice is a group of residents who share feedback and help influence decisions.
You choose the topics you’re interested in and how much time you want to give.
Join and take part in:
• Focus groups
• Consultations
• Policy reviews
• Procurement panels
• Engagement events
Join Peabody Voice info.peabody.org.uk/peabody-voice
What’s next for resident engagement
Listening to you and acting on what you tell us is how we improve services and neighbourhoods.
We’ve developed a new Resident Engagement Strategy to make it easier for you to get involved. It’s about helping more residents from different backgrounds and communities take part and showing clearly how your feedback leads to change. What this means for you
You’ll have more ways to share your views and help improve services. You can get involved through:
• Local groups and forums
• Online opportunities
• The Resident-Led Panel
• Regional forums
• Your local Tenants and Residents Association
We’re also making it easier to take part, with more online options, local events and practical support.
Our aim is simple: better conversations, better services and neighbourhoods where every resident feels heard.
The new strategy launches this spring.
Find out more about the strategy and how you can get involved
info.peabody.org.uk/involvement
An update from the North Counties Regional Forum
Our North Counties Regional Forum gives you a say on services in your local area. It’s a chance to share your views, hear updates and help improve things where you live.
After residents told us they prefer giving feedback closer to home, we’ve changed how the forum works so discussions focus more on local issues. Residents meet four times a year to review feedback and agree next steps based on what residents have told us, helping inform the Regional Action Plan.
We held local forums in Hertfordshire in October, Bedfordshire in November and online in January with Kirsty Pepper, Managing Director, North Counties. Residents shared views on communication, service charges and local services, helping us understand what to focus on next.
The next meeting will be in April.
Join your local forum, attend online sessions and help improve services that affect you and your neighbours.
more information or to get
Neighbourhood news
Meet Sophie Hawley
New ways to get active near you
Life’s busy and it’s not always easy to find the time or money to get active.
To bring you more free and low-cost ways to get active locally that work for you, we’ve joined up with BeActive.
Watch this space for what’s on and how to join!
Visit chooseyou.co.uk for information on stopping smoking, reaching a healthy weight and building healthy habits.
Hire Dee Space
If you’d like to hire Dee Space for your next celebration or birthday party, get in touch.
deespacecommunitycentre @peabody.org.uk
0300 123 3456
Dee Space Community Centre, Thurso Close, Reading RG30 4YH
Sophie Hawley is your new Community Investment Lead for Dee Park in Reading and The Leys in Oxford.
Sophie joined us at the end of last year and supports local activities, works with community groups and helps look after shared community spaces.
If you haven’t met Sophie yet and would like to get in touch or share an idea, you can contact her:
sophie.hawley@peabody.org.uk
0300 123 3456
What’s on at Dee Space, Reading
Pop in to say hello to Sophie and take a look at what’s on. There’s something for everyone and many activities are free or low cost.
We’re currently trialling a yoga class, with more sessions planned. If there’s something you’d like to see, just let us know.
Pop in to get a copy of the timetable.
Bloom and groom: getting your neighbourhood ready for spring
As the weather warms up, you’ll start to see our Estate Services team out and about, getting your neighbourhood ready for spring.
In March, the team spreads bark on planted areas to help reduce weeds and starts grass cutting where the ground is dry enough. From April, they’ll tackle weeds on paths and look after planting beds and stony areas, helping keep everything looking its best. By looking after gardens, lawns and communal areas throughout the season, we help make sure everyone can enjoy their outdoor space as the days get longer.
Support to live independently: Luke’s story
Luke is in his 30s and lives with a medical condition. He moved out of his family home for the first time and wanted to build the skills and confidence to manage on his own, with support from his family and local services.
How we worked with Luke:
• Arranged home visits at a pace that felt right for him
• Helped him set up bills, direct debits and apply for council tax reduction
• Supported him to get essential items such as a fridge freezer, cooker and food vouchers
• Set up My Peabody so he could check his rent and report repairs online
• Referred him to Pocket Power and LEAP for energy advice
Over time, Luke’s confidence grew. He now manages his home and finances, feels more independent and is proud of what he’s achieved.
Need support?
Get help with money worries, wellbeing and day-to-day issues.
info.peabody.org.uk/support-advice 00300 123 3456
You can also come along to the Oxford Wellbeing Hub on the third Thursday of the month, 10.30am to 2.30pm.
The Farmhouse, Nightingale Avenue, Oxford OX4 7BU
We recently supported a resident experiencing domestic abuse who needed to move quickly to feel safe.
Our teams worked together to find a new home as quickly as possible. Working closely with local services, including the police and the local authority, we made sure the right support was in place from the start. We also helped the resident access wellbeing and financial support to help them settle into their new home.
If you or someone you know is experiencing domestic abuse, you don’t have to deal with it alone. Support is available.
Find support
Call us on 0300 123 3456 You can also request a callback at a time that feels safe. Visit our website: info.peabody.org.uk/domestic-abuse-support Find a Safe Place near you
Did you enjoy this edition of Home?
Help improve how we communicate with you
We share news and updates in lots of ways, including this magazine, our website, emails, social media, letters and text messages. This can include updates on work in your community, information about support available and invitations to upcoming events.
Your views on how we share news and updates will help us share information you want, where you want it.
What do you think?
• Are our communications easy to understand?
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This magazine, and all our communications, are for you. Your views will help shape future editions of Home and other updates.
You’ll need around ten minutes to give us your views.
Share your feedback by Monday 4 May for a chance to win a £50 Amazon voucher.
How to get in touch
Call us
0300 123 3456
Our phone lines are open Monday to Friday, 8am–6pm. You can also use this number outside these hours to report an emergency.
You can reach us on Facebook – just search @PeabodyLDN
Visit our website peabody.org.uk/contact-us
Live Chat
Live Chat lets you get in touch online at a time that works for you, without waiting on the phone.
Tap the chat button on our website.
info.peabody.org.uk/survey-2026
My Peabody
Your online account is the easiest way to manage things about your home at a time that suits you.
You can use My Peabody to:
• Raise and track repairs
• Pay your rent
• Update your details
• Access key services and information
Sign up or log in: info.peabody.org.uk/online-account
Write to us Peabody