EDI | How are we doing so far?

Improve data and insights to ensure accessibility of services and customer satisfaction. 

What have we done so far? 

• We now publish EDI data on our workforce, Board, and customer base on our website, which you can find here.
• We have set key performance measures for our EDI commitments and report these to the Board each quarter and publish how we are doing here on our website.

Where do we need to do better?

• In 2025, we began asking all customers to complete a survey so that the data we hold is up to date, so that we know more about customer’s support needs and circumstances that mean we need to adapt the way we do things. This work is expected to be completed by April 2026.
• We will be seeking customer feedback on our new Inclusive Services Policy and be tracking implementation, using data more comprehensively to evidence equitable outcomes.
• We will be doing a deep dive into our Tenant Satisfaction Measure (TSM) results to assess trends in satisfaction levels and whether outcomes for tenants are equitable.

Support an inclusive culture where everyone feels they belong. 

What have we done so far?

• We have reviewed the operation of our EDI Working Group (EDIWG), with a clearer role for our EDI champions. It’s made up of 14 colleagues from across Connect and oversees progress against our EDI Action Plan. 
• We continue to learn from best practice; we are a Housing Diversity Network (HDN) member and actively participate in the National Housing Federation (NHF) EDI networks.
• Staff and Board members complete mandatory EDI training, as well as training on the NHF Code of Conduct.
• We’ve been delivering an inclusive activities programme for staff; this has included Eid breakfasts and a workshop.
• Following the 2024 riots, we held Acts of Kindness sessions with staff and reinforced clear messaging to everyone on our zero tolerance to racism and islamophobia.
• Our EDIWG will be piloting Disability Awareness Training in 2026.
• We have led mental health and inclusivity campaigns to support staff and raise awareness. Several members of staff have become Mental Health First Aiders.
• We are in the process of installing a stair lift at our Bond Street office to improve accessibility.

Where do we need to do better? 

• EDI profile data shows that the disability profile of the Board (18%) is reflective of the profile of our tenant population; however, the disability profile of staff is not. We will work to better present ourselves as a Disability Confident employer. 
• We are working to improve the visibility of the EDIWG and its work across Connect.

Prioritise actions to ensure service delivery is fair and equitable and meets customer needs. 

What have we done so far?

• Every year we analyse and report on data about access to our services e.g. who we are letting homes to, who the Money Matters service has supported, complaints and satisfaction levels. We do this to identify whether we are delivering equitable outcomes for different customer groups. The EDI Working Group tracks progress against actions stemming from the report.  
• We have committed to the West Yorkshire Housing Partnership Dementia Design Standards to ensure dementia is considered in the design of new properties. We completed our first dementia friendly retrofit in 2024/25.
• We carry out reasonable adjustments to service delivery where needed, and in 2025 created a new Inclusive Services Policy.
• In our Tenant Satisfaction Measures (TSMs) 2024/25, 85% of those surveyed agreed that Connect treats them ‘fairly and with respect’. 

Where do we need to do better?

• We have reviewed our interpreting service and found areas for improvement. We have started to look at potential alternatives.
• We are considering ways to directly bring the voice of customers into the EDIWG.
• We continue to work on ensuring we are hearing the diversity of customer voices. Our Connect Scrutiny Panel (made up of residents) is currently carrying out a scrutiny review of barriers to engagement and will report on its findings in early 2026.

Take positive action on community safety. 

What have we done so far?

• Launched our new Anti-social Behaviour and Conflict Resolution policies.
• Created a new webpage about reporting hate crime and an associated customer leaflet.
• Our Dewsbury Office is now a registered Safe Zone in Kirklees. This means our office is somewhere people can come to find safety and get help if they feel afraid of something or someone. 

Where do we need to do better?

• We are re-structuring our neighbourhoods and lettings teams so that the Community Housing Officers have smaller patches, the new arrangements will come into full effect in early 2026.
• We are planning estate walkabouts and more tenancy visits so residents have more opportunities to discuss any concerns with us, and so we can work together on neighbourhood actions and improvements.

Have a Board, workforce and engaged customers who reflect the diversity of customers.  

What have we done so far?

• We have set diversity targets for the Board and workforce to reflect the local population in the areas where we provide homes and services.
• We have made changes to our recruitment practice aimed at encouraging applications from as diverse a group of candidates as possible.
• We continue to have a presence at varied recruitment fairs to try and encourage applications from a variety of people.

Where do we need to do better?

• We are working on reporting on EDI in relation to our recruitment process to understand who our job vacancies are reaching and whether outcomes are equitable.
• We aim to work on actions to remove any barriers to engagement through a tenant scrutiny review.