Putting Residents First
In an industry where major planned maintenance works are often seen as a necessary disruption, Axis is pioneering a different approach – one that places residents at the heart of every decision. Our work at Lewisham Park Towers for L&Q demonstrates how thoughtful resident and community engagement can transform what could be a stressful experience into an opportunity for genuine partnership and positive change.
The Challenge: Major Works, Occupied Homes
The scope of work at Lewisham Park Towers is substantial: replacing roofs, cladding, ventilation systems, windows, and balcony sets across three tower blocks housing over 200 sperate homes and occupied by more than 300 people. These improvements will deliver more energy-efficient, healthier homes with reduced day-to-day maintenance needs—clear benefits for residents’ long-term comfort and wellbeing.
However, Axis recognised from the outset that residents were not looking at the long term benefits. We understood that even beneficial works can cause anxiety and frustration when they disrupt daily life, so we committed to developing a programme that would genuinely work for residents—and therefore be supported by them.
A Resident-First Philosophy in Action
Axis’ approach goes far beyond regulatory compliance, contract KPIs or basic communication requirements. We invested in building genuine relationships with the people whose homes we would be working in and the wider community, recognising that our workplace is, fundamentally, someone’s home.
Clear, Open and Honest Communications
The foundation of effective resident engagement lies in clear, accessible communication. Axis established multiple ways to ensure residents voices were heard, that they could have their say in how the works were delivered and that they could access information and support 24/7:
- A dedicated project website providing real-time updates and comprehensive information
- A mobile app for instant access to project updates
- Personal messaging services for real-time notifications about anything impacting residents
- Monthly newsletters with progress updates
- Targeted information leaflets addressing specific aspects of the work
- Evening bi-monthly meetings creating open forums for questions and feedback
Recognising the diverse community we serve, Axis prioritised inclusivity by providing sign language translators for key events and meetings, ensuring every resident can participate fully in the engagement process.
Dedicated Support Team
Perhaps most significantly, Axis assembled a substantial resident liaison team, with each block assigned a dedicated Senior Resident Liaison Officer (RLO). This wasn’t simply about having a point of contact—these officers conducted door-to-door visits, completed surveys to understand each household’s unique needs, and built genuine relationships with residents.
The insight gained from these surveys proved invaluable, informing practical decisions such as providing 11 fully equipped temporary offices above the community hub for residents who work from home, ensuring their livelihoods wouldn’t be disrupted by the construction work.
Community Hub: More Than Just A Meeting Place
Central to Axis’s approach is the establishment of a community hub that has become far more than an information centre. Managed by a dedicated RLO with extensive experience in community facility management, the hub runs a comprehensive programme of activities directly informed by residents’ interests and needs.
The programme demonstrates Axis’s commitment to becoming part of the community rather than simply working within it. Activities have included:
- Creative workshops like sewing and knitting classes
- Health and wellbeing sessions including yoga and gentle exercise for older residents
- Educational events, including sessions run by Axis’ Women in Construction Group
- Social inclusion events and trips outside London
- Career inspiration events for younger residents
- Celebration of religious festivals
- Skills sharing opportunities
Listening and Adapting
True resident engagement means being willing to change based on feedback. When residents expressed concerns about noise disruption, Axis adjusted the work schedule so no construction begins before 9am. When residents found it difficult to identify different tradespeople, the company introduced colour-coded hi-vis vests with identification numbers—a simple but effective solution born from listening to resident concerns.
These adjustments reflect a broader philosophy: that successful delivery requires flexibility and responsiveness to the people most affected by the work.
Industry Recognition and Impact
The effectiveness of Axis’s approach has gained recognition from TPAS (Tenant Participation Advisory Service), an independent body specialising in tenant engagement. TPAS highlighted how the project team “adopted a community focused and empathetic approach” and praised Axis for “placing residents at the centre of thinking and action.”
The results speak for themselves. Resident feedback includes comments like “Communication from everyone has been fantastic,” “Absolutely awesome service,” and “Very respectful, considerate and efficient.” More importantly, the project has achieved high levels of engagement alongside sustained low levels of complaints—a clear indicator that the resident-first approach is delivering tangible benefits.
The Bigger Picture: Why This Matters
This approach comes at a crucial time for the social housing sector. The Social Housing Regulation Act has introduced new requirements emphasising resident voice and engagement, but Axis’s work demonstrates that effective community engagement goes far beyond regulatory compliance.
In a sector where residents have historically felt marginalised, particularly during major works programmes, we are showing that genuine partnership is not only possible but profitable for all involved. When residents feel heard, respected, and valued, projects run more smoothly, relationships improve, and the final outcomes are better for everyone.
Building for the Future
Axis’s commitment extends beyond the completion of the current works. The company will renovate the tower buildings’ old community room, with residents involved in planning and design. They’re also bringing residents together with an architect to design new outside spaces, ensuring there’s a positive legacy from this project and period of community engagement.
This forward-thinking approach recognises that effective community engagement isn’t a project add-on—it’s fundamental to delivering sustainable improvements that residents will value and maintain.
Setting New Standards
Axis’s work at Lewisham Park Towers demonstrates that in an era of increasing regulatory focus on resident engagement, the companies that will thrive are those that view community partnership not as a compliance exercise, but as the foundation of excellent service delivery.
By investing in genuine relationships, comprehensive communication, and responsive service delivery, Axis is setting new standards for how social housing maintenance should be conducted. Their approach proves that when contractors truly put residents first, everyone benefits: residents experience less stress and disruption, landlords see improved satisfaction and smoother project delivery, and contractors build stronger relationships that support long-term success.
In a sector where trust between residents and contractors has often been strained, Axis is showing a different way forward—one where major works programmes become opportunities for community building rather than sources of conflict. It’s an approach that respects both the importance of the work being done and the lives of the people most affected by it.
Axis MD, Joe Ibrahim summed up the approach saying: “resident engagement isn’t just the right thing to do—it’s the smart thing to do. When residents are genuine partners in the process, everyone wins”.
