Five themes on residents, partnership and people, drawn from a closed-door roundtable with this year's award-winning teams.

Inside, you'll find the practical starting points they used to get there, plus the real numbers behind the results.

What's inside:

• How one team took an unfinished digital tool straight to the residents who'd complained about the old one, then rebuilt it around what they said.
• The plain-English rewrite that took a retrofit programme's drop-out rate from 25% down to below 2%.
• Why one contact centre now runs on a single connected platform, hitting an 83% self-service rate without ever going digital-only.
• What a repairs partnership looks like when both sides treat performance as shared, not something one side gets marked on.
• Why some of the strongest hires in housing right now have never worked in housing before.

Who was in the room? Lovell Renew, The Housing Network, Citizen Housing, Phoenix Group, CHIC, Bournville Village Trust, Bromford Flagship West, Fortem Solutions, Lench's Trust, and Natwest as host.

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