We have been working closely with our involved customers to improve our services and here is what has been happening.
Across our customer groups, people are not just sharing feedback. They are helping us make real changes.
What customers have helped improve
Complaints
Customers told us they wanted us to handle complaints better.
So we have:
- Created a new system to track complaints and spot issues
- Given staff extra training
- Made sure senior leaders attend meetings to listen and respond
Events in your area
Customers in the South are helping plan local events for 2026 to 2027 so they reflect what matters to you.
Clearer communication
Our EDI Group and Editorial Panel have reviewed our letters and documents to make them
- Easier to read
- More friendly
- More inclusive
Real changes you can see
Rent and service charge information
Customers helped improve this year’s booklet by adding:
- Clearer information at the start
- A simple breakdown of costs
- A helpful FAQ page
- Links, videos and support options
Tenancy letters
Customers reviewed our letters and forms and helped us:
- Use simpler language
- Make them clearer and more supportive
- Add contact details so you know where to get help
What is coming next
We are continuing to listen and improve. Soon we will be:
- Running a repairs workshop with senior leaders
- Asking for feedback on our new MyAccount service
- Talking more about fencing and tree services
Get involved
We are looking for more customers to join our groups, especially in the North West and North East.