What we’ve done

Derwent living continue to host many varied and interesting involvement initiatives with outcomes that we are proud of. These projects, events and achievements wouldn’t have been possible without your participation, which is why we have named this, ‘What We’ve Done’.

Here’s just a sample of what we’ve done together over the recent years…


Resident Involvement Strategy
Putting together the new strategy started at the end of 2014 and included a great deal of customer input. Attendees to the regular Forum meetings took part in consultation on content, format, layout wording and naming the strategy. Read more…

Clean Inspectors
Following on from the success of the Green Inspector project, Derwent Living have launched the Clean Inspectors. Residents monitor the standard of the cleaning service carried out where they live. Read more…

Homes for Britain Rally
In March 2015 Derwent Living staff and customers supported the Homes for Britain Campaign by taking part in a rally in London. Armed with placards and dressed up as the Home Guard ‘fighting for homes’ staff and customers supported the message of the campaign to end the housing crisis within a generation. Read more…

Derwent Living Business Plan
The plan is designed to consolidate Derwent Living’s business and keep the organisation operating long into the future. The plan can also be altered if economic and political conditions change, in order to be relevant and continue to serve its purpose. Read more…


Green Inspectors
Customers carry out inspections of the grounds maintenance service in the area they live, and the results are then passed back to Derwent Living and the contractors, Greenfingers. Read more…

Tender Panels
A panel of customers were involved in tendering panels to award five Asset Management contracts, ensuring the contracts meet customers service expectations. Read more…

Customer Survey 2014
In addition to the traditional paper format, the survey was also available to complete online and text messages containing a link were sent to customers. This was entirely compiled and analysed in house rather than using an outside consultant, which lead to a big saving over the previous survey. Read more…

50th Anniversary Roadshows
Derwent Living celebrated their 50th anniversary of providing affordable housing. The Resident Involvement Team embarked a tour of several schemes across the regions in an authentic 1960’s campervan. Read more…

Customer Commitments Consultation
The consultation included looking at whether the actual commitments themselves were still relevant and what customers wanted to see. Read more…

Mediation Team
Derwent Living launched its in house mediation service. This replaced a service run by an external agency to tackle neighbour disputes and anti-social behaviour. Read more…

Retirement Involvement Talks
As a result of the Customer Survey a series of talks was planned at various retirement schemes throughout the area. These included visiting customers at residents meetings and coffee mornings to discuss the other ways of getting involved and answering general queries. Read more…


Independent Complaints Panel

Derwent Living has now set up its independent complaints panel to act as a designated person in the handling of complaints. Read more…

Community allotments tidy up days

In August 2013 we held two allotments tidy up days at our sites in Kilburn and Kimberley. Read more…

Car boot consultations

Derwent Living’s resident involvement team went out and about in the East Midlands visiting housing schemes to show customers the range of online services that are available. Read more…

My Community

In April 2013 Derwent Living launched MY Community, as part of  MY Community provided customers with an online forum where they could discuss a wide variety of topics and issues. Read more…

Text message consultation

Throughout 2013 Derwent Living has held several consultations with our customers using text messages as a method of contacting customers and allowing customers to respond and give their feedback. Read more…

Welfare reform events

During 2013 Derwent Living, along with other local landlords and organisations, ran a series of events aimed at raising awareness of benefit changes, and assisting customers affected by the bedroom tax. Read more…

Resident scrutiny networking

Derwent Living’s resident scrutiny team hosted a successful Scrutiny Networking Forum on Thursday 11 July at the Derby Conference Centre. Read more…


The Big Day Out
More than 200 people turned up to Derwent Living’s Big Day Out at the Roundhouse, Derby, which took place on Saturday 23 June 2012. The event allowed residents to meet staff and find out about the organisation… Read more

Derwent Living App
In August 2012 we launched our mobile app for smart phones. We felt that it was important to keep up with the advancements in technology… Read more

Resident Scrutiny Team win gold
In August 2012 Derwent Living’s Resident Scrutiny Team were recognised with a Gold Award from East Midlands Tenant Participation Forum. The award was given to the team for their positive changes made within Derwent Living and for being a good example of best practice in resident scrutiny… Read more

The Forum
In September 2012 Derwent Living launched a new involvement initiative called The Forum. This new group bought together customers from a range of different panels into one initiative… Read more

Bedroom Tax Roadshows
In October 2012 Derwent Living took to the road to visit customers who would potentially be affected by welfare changes and in particular the ‘bedroom tax’… Read more

Service Spot Checkers
In October 2012 we launched our Service Spot Checkers project. For their first task the group of customer volunteers spent an entire morning contacting other customers to gain their feedback on a recent repair that had been carried out… Read more


The Big Get Together
The Big Get Together, which took place on 16 June 2011, was one of the biggest events that Derwent Living had organised in recent times. Nearly 150 customers attended the event… Read more

Customer report
We worked with customers to identify the theme and concept for this year’s customer report. We also asked what balance of information customers would like to see and for their views on how Derwent Living had performed over the last 12 months… Read more

Impact assessment
The Customer Involvement Impact Assessment shows how what’s been achieved by customers getting involved in the last year… Read more

The text generation
Derwent Living launched its use of text messaging to improve communication with customers… Read more

Welcome home
During 2011 over 1000 properties transferred to Derwent Living from Home Housing Group. Welcome events were arranged to enable new customers to meet Derwent staff and give them the opportunity to discuss any queries or concerns relating to the transfer… Read more

Local offers
In April we launched the Local offers which you told us were most important to you… Read more


TPAS accreditation
Derwent Living was awarded a coveted landlord accreditation by the Tenant Participation Advisory Service (TPAS) – achieving a high score for involving residents in the organisation… Read more

Hundreds of customers of all ages enjoyed a fantastic day out to the Lincolnshire resort of Skegness in August. Coach-loads of residents set off from across the East Midlands, destined for the seaside… Read more

Customer call out
During June all staff members, from Directors down, aimed to call 25 customers to ask them how things are going… Read more

Community volunteers
In the first 12 months of the community volunteer project, the team inspected and reported on 51 schemes across Derbyshire, Nottinghamshire, Leicestershire and Lincolnshire… Read more

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