We’re really proud that Nicky Richardson, Chair of the STAR Housing Scrutiny Panel, recently spoke at the National Federation of ALMOs (NFA) Annual Conference 2026, sharing her experience of being a customer and the difference that getting involved can make.
The conference brings together organisations that manage council housing to share learning and improve services across the sector.
As part of the programme, Nicky took part in a session called Conversations with tenants, where customers from across the country shared their experiences and spoke about the importance of having a strong voice in shaping housing services.
Sharing lived experience
Nicky spoke about her experience as a council housing customer for over 20 years, and how this has shaped her passion for getting involved and helping to improve services for others.
She shared how being part of the Scrutiny Panel has given her the opportunity to look closely at how services work, ask questions and put forward ideas for improvement. She spoke openly about why it’s so important that customers feel listened to, understood and treated fairly.
Nicky’s experience brought a real and honest perspective to the session, helping to highlight what it’s like to be a customer and why listening to those experiences is key to improving services.
The impact of scrutiny at STAR Housing
A key part of Nicky’s contribution focused on the work of the STAR Scrutiny Panel and the difference it has made.
She spoke about the reviews the panel has carried out and how customer feedback has helped shape changes to services. Tenant-led scrutiny gives customers the chance to independently review how services are delivered and make recommendations for improvement.
Through this work, the panel has helped make sure customer views are reflected in decisions and that services continue to improve in ways that matter to the people who use them.
Nicky highlighted how seeing real changes come from this work has been one of the most positive parts of being involved.
If you’d like to find out more about the Scrutiny Panel or how you can get involved, visit our Scrutiny page to learn more and have your say.
What matters most to customers
During the session, Nicky and other panel members spoke about the issues that matter most to customers.
This included:
- feeling listened to and respected
- having clear, honest communication
- being able to influence decisions that affect their homes and communities
They also spoke about the importance of challenging stigma around council housing and making sure customers feel proud of where they live.
These conversations helped highlight how important it is to keep customer voice at the centre of housing services.
Learning and sharing across the sector
By taking part in the session, Nicky was able to share the work happening at STAR Housing while also hearing from other customers and organisations.
There is a strong focus across the sector on making sure tenants are involved in shaping services, policies and future plans, recognising the value of customer insight and experience.
Events like this help to share ideas and encourage organisations to keep improving how they work with customers.
Making a difference at STAR Housing
We are really proud that Nicky represented STAR Housing and shared her experience with others across the country.
Her contribution reflects the important role our Scrutiny Panel plays in helping us listen, learn and improve. It also shows the difference that customers can make when they are given the opportunity to get involved.
If you’re interested in having your say and helping shape our services, find out how you can take part through our Get Involved page.
