We Did

Customer told us the information should be easier to access for non‑digital customers, and include visuals that help people recognise the severity of damp and mould. They also wanted us to provide more practical support: seasonal advice, clearer service information, a single point of contact for critical cases.

We've added comparison images of damp & mould severities to our website and communication materials.We've created an easy to read guide on Damp and Mould all prinited versions are shared within our Independnant Living Schemes and sent to customers when requested. We ran a seasonal “Winter Ready” campaign including cost‑of‑heating tips and links to support. All critical cases have a single point of contact which is a surveyor.

Customers told us they want the report to use clearer language, a simpler layout, and explanations that feel supportive rather than technical.

We removed confusing terms, improved section names, added practical options like an “Unknown” category, and reorganised the report so it’s easier to follow. We’ve also improved timelines and removed classification labels to avoid unnecessary worry.

Customers told us they want visits that feel friendly, relaxed, and meaningful - not intrusive - and we’ve built our new approach around exactly that. Customer preffered the name Tenancy Review.

We’ve made sure the topics customers told us matter most - like community life, wellbeing, and the condition of their home - are at the heart of the Tenancy Review conversation. We’ve also updated our communications so that every message about an upcoming review feels clear, friendly, and supportive.

Customers told us they want information that’s clearer, wording that feels friendlier, and messages that feel supportive rather than stressful - especially at a time when they may already be dealing with big life changes.

We refreshed the wording throughout to make everything clearer - including simpler phrasing about leaving the property. We also updated the tone so it feels firm but friendly. And to make the form easier to use, we reorganised it into clear, numbered sections and brought important information to the forefront.

Customers told us the booklet needed simpler language, clearer explanations, less legal jargon, and more accessible formats like videos or a one‑page summary. They also wanted better reassurance and support for customers struggling with affordability.

We’ve created a one‑page summary that highlights the most important information in simple, accessible language and customers help shape its tone and content to make sure it’s genuinely useful. We’re producing a series of short, simple videos as part of a wider communications campaign leading up to the booklet landing on doorsteps. We've also strengthened the 'We're here to Help' section.

Customers told us the policy needed to be clearer, easier to understand, and more transparent for customers. You also told us that key sections - like definitions, exceptions, assessments, and how to access other policies - needed more explanation.

We made the policy more accessible by correcting unclear language, adding examples, and improving explanations across multiple sections. We added links to helpful resources, clarified how decisions are made (including exceptions and assessments), and explained where customers can request documents. We also expanded guidance on topics such as priority banding, specialist housing, transfers, and rent calculations.