Results of the 2024 Abbeyfield Residents’ Survey and our response
At Abbeyfield Living Society, listening to residents is at the heart of everything we do. Each year, we run our Residents’ Survey to understand what’s working well and where we can improve across our housing and care services.
The 2024 results show that most residents continue to feel safe, respected and supported in their homes — and your feedback has helped us shape new actions to make life at Abbeyfield even better.
Key Results:
Housing & Independent Living
· 87% of residents are satisfied with the overall service they receive.
· 91% said they feel safe in their home.
· 75% are happy with repairs (some raised concerns about timescales and communication).
Care Homes
· 94% of residents said they feel treated with kindness and respect.
· 89% said they feel safe where they live.
You Said, We will - Acting on what matters most
We’ve listened carefully to what you told us in the 2024 survey. Our ‘You Said, We Will’ action plans set out the specific steps we’re taking in both housing and care services.
Housing & Independent Living
You said: “We want to be more informed and have more ways to share our views.”
· We will relaunch the updated Resident Handbook and a new Welcome Pack.
· We will introduce a regular Abbeyfield resident newsletter.
· We will standardise noticeboards with clear, local and national updates.
Outcome: Clearer information and more consistent communication for all residents.
You said: “Repairs take too long and communication needs improving.”
· We will share clear timescales for different types of repairs.
· We will provide updates when works are delayed or completed.
· We will improve contractor management and monitoring.
Outcome: Greater transparency, improved standards, and fewer delays.
You said: “We’d like more social activities and opportunities to get involved.”
· We will recruit local volunteers and support resident-led events (at least four per year per service).
· We will provide activity packs so residents can run their own sessions.
Outcome: A stronger sense of community and more meaningful social opportunities.
You said: “We want to feel listened to.”
· We will continue to monitor and report on resident feedback.
· We will make sure complaints are handled fairly, locally and transparently.
· We will ensure meeting minutes and outcomes are always shared and followed up.
Outcome: Residents see how their voices lead to real change.
Care Homes
You said: “Food choices and mealtimes need improving.”
· We will run resident-led menu reviews and tasting sessions.
· We will improve variety and quality, support flexible mealtimes and access to snacks.
· We will regularly review and improve the dining experience with resident input.
Outcome: Meals that reflect residents’ preferences, with more choice, flexibility and enjoyment.
You said: “Laundry and housekeeping can feel inconsistent.”
· We will review and improve consistency in laundry services.
· We will communicate clearly about what residents and families can expect.
· We will discuss concerns and solutions during resident and relative meetings.
Outcome: A smoother, more consistent service and clearer expectations.
You said: “We want more activities and things to do.”
· We will work with residents to refresh activity programmes and involve volunteers and visitors.
· We will support residents in planning and choosing events.
Outcome: More engaging, inclusive, and varied activities.
You said: “We want to feel heard and involved in decisions.”
· We will ensure regular resident and relative meetings are held.
· We will share minutes and follow up on actions.
· We will support feedback at any time and ensure complaints are handled well.
Outcome: Stronger communication and greater resident involvement.
What happens next
We’ll keep monitoring progress through our Resident Action Plans for both Housing and Care, which outline key improvements and timelines. Our next Residents’ Survey will take place in winter 2025 for Housing and Spring 2026 for our Care services.
If you’d like to share feedback at any time, please email: feedback@abbeyfield.com