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.

Improving access to communal spaces

Community engagement surveys

We Listened 

You told us it was not always easy to find out what was happening in your local communal lounges. You also said you would like more activities, such as crafts and exercise sessions. Some of you suggested updating the decoration to make the space feel more welcoming.

We Acted

We introduced a "What's On" guide so you can easily see what activities and support are available across our communal lounges. We have also worked with local partners to offer more sessions, including crafts and exercise activities, which have increased attendance from local members of the community. In some lounges, we have started updating the decoration to help make the spaces more welcoming.

What’s On in Your Community Community News

Competence and Conduct Standard

InsightXchange scrutiny 

We Listened

You told us it is important to keep high standards across all our work. You wanted learning and development for all employees, not just those looking to progress. You also said contractors should work to the same standards, mentoring would help support new starters and ongoing development, and we should do more to share our standards and performance.

We Acted

We have strengthened our approach to learning and development to maintain high standards across all roles. We are working more closely with contractors to make sure the same standards are followed. We are also introducing mentoring to support new starters, build skills, and support ongoing development. We are improving how we share information about our standards and performance, so it is easier to see how we are meeting them.

Understanding customer perceptions of ‘positive contribution’

We Listened
You told us it is not always clear what we mean by ‘Positive Contribution’ in our neighbourhoods and how we all play a part in this. You also said you would like more information about the work we are involved in across your local communities.

We Acted
We have improved our communications to give a clearer picture of what ‘Positive Contribution’ means and how we support our customers and communities. We are sharing more updates about the work we are doing in our neighbourhoods with our external partners through our website, social media, and other channels. We are also increasing our presence at local meetings, resident association meetings, PACT meetings, and community events.

Planned works

Survey and focus group

We Listened
You told us that clearer information would help you understand planned works and energy efficiency improvements. You wanted to know what work would be carried out, what support is available, and what flexibility there is with appointments. You also said it would be helpful to have support to prepare your home, opportunities to ask questions in person, and demonstrations to help you feel confident using new fittings. 

We Acted
We have created easy to follow infographics so you know what to expect before work starts. We have updated our communications to include information about available support and appointment flexibility. We now offer home visits so you can ask questions in person. We have also introduced demonstrations at the end of home improvement work to help you feel confident using any new fittings.

Looking After Your Home

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