Driving Change Through Resident Voices

What does it look like when a housing provider fully commits to listening, reflecting and responding to feedback—not just in principle, but in practice?

In this episode, Joe Williams from Settle joins Matt Baird to share an honest and refreshingly open account of their approach to feedback, culture change and continual improvement. Joe doesn’t gloss over what’s gone wrong. Instead, he shares the real journey: from discomfort and pushback to meaningful progress.

Expect thoughtful insights on:
– What it takes to build a feedback-led culture
– Why accountability must be shared, not siloed
– How resident voice is shaping real change at Settle

This is one of the most reflective and constructive conversations we’ve had, tune in today!

Big thank you to Case Management Solutions Group Ltd and Alertacall Ltd for sponsoring The Social Housing Round Table, without them, none of this would be possible.