Wales & West Housing Association collected resident profile data from over 9,000 residents across Wales to better understand residents' needs and tailor services. The data showed that many residents had disabilities or long-term health issues and required information in formats like large print, audio, or other languages. In response, the association increased font sizes, provided translated documents, trained staff on disabilities, and supported residents through aids and adaptations. Collecting this data helped the association improve inclusion, participation opportunities, and PR efforts to better serve all residents.

1. Resident profiling to support the delivery of tailored services. Kevin Howell Sustainability and Diversity Co-ordinator Wales & West Housing Association