Adam Costello is a member of the Magenta Customer Community Committee and was involved in the NHC’s Tenant Voice conference panel on resident involvement in regeneration. 

Inspired by his experiences as part of the Committee, Adam discusses the importance of the resident voice in the Government’s Pride in Place Programme which is working with communities to create plans for thriving neighbourhoods. Adam also shares key principles for Renew in ensuring improving homes and neighbourhoods is truly ‘community-led’. 

A strong resident voice is central to Renew’s work and will feature prominently throughout the inquiry, including at the NHC’s upcoming Resident Involvement Conference. 

My name’s Adam, and I’ve been a social housing tenant for over twenty-five years. Social housing is in my DNA; I grew up in it, and now I’m raising my own family in it. Yet, for all that time, I’ll admit the ins and outs, the politics and the procedures, were a bit of a mystery to me. My working life’s been in motor insurance fraud investigation, so stepping into the world of housing professionals felt daunting at first. But here is my journey, and I hope it resonates with fellow customers and colleagues across the Northern Housing Consortium (NHC). 

Getting involved: finding my voice as an involved resident

Four years ago, I took my first steps into community involvement by joining the Magenta Customer Community Committee (MCCC). At the time, I was looking for ways to connect with local groups for my employer and reached out to Magenta Living. After a long chat with Jamie Martin, Magenta’s Social Impact Lead, I was invited to join a meeting as an observer. What I didn’t realise was, once you get involved, you’re hooked! I soon became a full committee member and found myself part of a team that truly makes a difference. 

Customers leading real change

The MCCC is a customer-led sub-committee of the Magenta governing board, working alongside senior leadership. There are five customers, two independent members, and three board directors, and our main role is to hold Magenta accountable whilst making sure our voices shape the decisions that affect our homes and communities. 

Historically, there’s been an “us and them” divide in social housing, council versus tenant, landlords versus residents. Too often, it felt like tenants were just ‘the people who live here’. The MCCC aims to break down those barriers, replacing suspicion and frustration with partnership and progress. Now, tenants aren’t just heard, we’re actively involved.

Resident engagement: listening and delivering together

One of the biggest shifts has been moving away from top-down decision-making towards genuine collaboration. Whether it’s helping select Magenta’s new telephony provider, giving feedback on the gas services contract, or even interviewing candidates for the role of CEO, we’ve shown that real customer involvement isn’t just possible – it’s powerful. We remind the organisation that these might be Magenta’s properties, but they are our homes. 

Recently, the MCCC toured void properties to review the updated Lettable Standards Policy. It brought back memories of when I first got my council house almost 30 years ago with the sentiment of “Here it is, get on with it.” The place was a nightmare, with walls stained brown from years of nicotine. My partner and I spent weeks cleaning before we could move in. Thankfully, things have moved on, and today’s standards reflect the respect and care tenants deserve. 

Driving regeneration with residents at the heart

Through my role in the MCCC, I’m also supporting the Wirral pilot of the Jobs Plus programme. This initiative helps young people and those returning to work access training, jobs, and local services, bringing practical support right where people need it. It’s clear from conversations across ten pilot sites that what communities really want is straightforward: accessible jobs, nurseries, schools, doctors, dentists, and safe public transport. That’s why initiatives like the Government’s Pride in Place programme really matter, and why the NHC’s workshops on resident involvement are so important. 

We’ve seen the difference when residents are truly listened to. In our recent estates tour visiting new build homes, we made sure local voices were part of the conversation. Regeneration shouldn’t be something done to a community; it should be done with them. Lee Bloomfield’s recent NHC Member News blog highlights this brilliantly, sharing how regeneration in places like Bradford reflected what residents wanted and needed, not just what outsiders’ thought was best. 

Making meetings matter: accessible, informal, and embedded

It’s not just about formal consultations in shiny offices miles away. Meetings need to happen in the heart of our communities. The Jobs Plus scheme is based in Wirral in a semi-detached house in the middle of a street, a place where people can pop in for a brew and a chat. Pride in Place meetings should follow suit, making it easy for people to take part. Sometimes, our MCCC meetings are informal gatherings with no set agenda, and Jobs Plus get-togethers can be garden parties. Cradle to Career, another local initiative, recently held a fun day in a park with free pizza; real engagement happens when people feel comfortable and welcome. 

Tailored support: every community is unique

It’s not just about formal consultations in shiny offices miles away. Meetings need to happen in the heart of our communities. The Jobs Plus scheme is based in Wirral in a semi-detached house in the middle of a street, a place where people can pop in for a brew and a chat. Pride in Place meetings should follow suit, making it easy for people to take part. Sometimes, our MCCC meetings are informal gatherings with no set agenda, and Jobs Plus get-togethers can be garden parties. Cradle to Career, another local initiative, recently held a fun day in a park with free pizza; real engagement happens when people feel comfortable and welcome. 

Conclusion: empowering communities, building pride

Being part of the MCCC has shown me how much can be achieved when customers have a real voice. From influencing regeneration projects to shaping policies and services, our involvement isn’t just symbolic, it’s been transformative. Housing professionals and NHC members need to keep pushing for genuine engagement, accessible support, and community-led regeneration. Together, we can encourage pride in our place and ensure every resident feels valued and empowered for the future. 

The perspectives collection showcases a range of opinions about regeneration. The views expressed in the articles are the author’s and do not necessarily reflect the position of the NHC or the Renew inquiry.