Ways We Listened to and Acted on Your Voice

We use information from satisfaction surveys, data on how services are used and feedback from our InsightXchange and tenant network sessions to make service improvements that make a real difference. Here is some examples of service improvements your voice has helped us to make.

Rent-to-buy Tenancies

We Listened

You told us it would be helpful to receive clearer information and better communication throughout your rent-to-buy tenancy, so you know what to expect at every stage.

We Acted

We’ve provided targeted training for our Housing Advisors to strengthen their knowledge of rent-to-buy tenancies, ensuring you receive accurate guidance and ongoing support. 

We’ve also updated the questions asked during your tenancy visits to better reflect your journey and help review how things are progressing.

Tenancy Visits

We Listened

You said the appointment letters for tenancy visits could be clearer, especially around what the visits involve and why they happen.

We Acted

We’ve revised the letters to include key details such as the visit’s purpose, how long it should take, and what you can expect. We’ve also improved our welcome visits for new tenants by clearly explaining our bi-annual visit programme and what it means for you.

Complex Repairs and Planned Works

We Listened

You told us that the communication around complex repairs could be improved, especially when it comes to understanding what qualifies as a complex repair and knowing what’s happening throughout the process.

We Acted

We’ve introduced a system of a single point of contact for customers undergoing complex repairs. This means you’ll have clear communication and support every step of the way.

Want to get involved?

There are a number of ways you can get involved to help us to improve services to our tenants. All of our opportunities are voluntary and you can get involved as much, or as little, as you would like.

Get involved

Our Head of Property Services with a tenant from our InsightXchange