We listen to customers in many different ways, including through surveys, complaints, customer groups, workshops and the Tenant Satisfaction Measures (TSMs) survey.
Your feedback helps us understand what we’re doing well and where we need to improve. It also helps shape the decisions we make and the services we deliver.
What you told us
Through your feedback and TSM results, customers told us they want:
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better communication and updates
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improved repairs services
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clearer and more accessible information
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better handling of complaints
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cleaner and better maintained communal areas
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more opportunities to influence services
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improved support tailored to customer needs
What we’re improving
We are improving the way we manage repairs and communicate with customers throughout the repairs journey.
What we’re doing
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Introducing ‘last-mile tracking’ so customers can see when contractors are on their way to their home
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Improving system links with contractors so repair appointments and updates can be tracked in real time
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Strengthening contractor performance monitoring to ensure repairs are completed well and on time
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Involving customers in selecting and reviewing repairs contractors
Timescales
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Last-mile tracking – Complete
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Contractor system improvements – June 2026
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Improved contractor performance measures – October 2026
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Customer involvement in contractor reviews – June 2027
We want to make sure our services are accessible and responsive to different customer needs.
What we’re doing
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Introducing a new Customer Inclusion and Support Policy
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Training colleagues to better support customers in different circumstances
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Improving customer information and insight so services can be tailored more effectively
Timescales
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Customer Inclusion and Support Policy – September 2026
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Improved customer data and insight – January 2028
Customers told us they want clearer, more relevant and easier-to-understand communication.
What we’re doing
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Developing a new Communication Strategy
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Tailoring newsletters based on the type of home customers live in
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Creating new customer handbooks explaining key responsibilities and important information
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Scoping a new customer interactions project to improve communication across different channels
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Introducing a new case management system so customers do not have to repeat information
Timescales
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Communication Strategy – Complete
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Tailored newsletters – Complete
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Customer engagement framework – Complete
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New case management system – January 2026
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Customer interactions project – December 2026
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Customer handbooks – July 2026
We want customers to have more opportunities to shape services and influence decisions.
What we’re doing
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Embedding a new customer engagement framework
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Publishing regular ‘You said, we did’ updates
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Co-designing future customer interaction improvements with customers
Timescales
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Customer engagement framework – Complete
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‘You said, we did’ updates – July 2026
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Customer interactions project – December 2026
We are improving communication and reporting in communal areas and focusing on the improvements that matter most to local communities.
What we’re doing
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Piloting new communal area noticeboards with important estate information, fire safety details and contact information
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Making it easier to report cleanliness or maintenance issues in communal areas
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Exploring QR code reporting options once our new CRM system is live
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Relaunching Community Action Plans to focus on neighbourhood priorities
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Strengthening contractor performance monitoring for estate cleaning and maintenance
Timescales
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Estate noticeboard pilot – July 2026
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Easier communal area reporting – July 2026
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Community Action Plans relaunch – July 2026
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Estate contractor monitoring improvements – Complete
We are improving how complaints are managed and how we learn from customer feedback.
What we’re doing
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Introducing new monitoring tools and dashboards to identify issues earlier
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Providing additional complaint handling training for colleagues
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Calling customers back after low satisfaction feedback to better understand concerns
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Publishing regular updates showing how customer feedback has led to service improvements
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Reviewing how we gather feedback on anti-social behaviour cases
Timescales
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New complaint monitoring tools – Complete
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Additional complaint handling training – Complete
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Customer follow-up calls after low satisfaction – Complete
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ASB feedback review – June 2026
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‘You said, we did’ updates – July 2026
We want to make service charges clearer and easier for customers to understand.
What we’re doing
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Carrying out a full review of service charges and supporting information
Timescales
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Service charge review – January 2028
Keeping you updated
We will continue to update this page regularly so customers can track our progress and see the improvements being made across our services.
Your feedback continues to play an important role in shaping our priorities and helping us improve.
