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.

Cost of living scrutiny

We Listened 

You told us that money support services needed to be easier to understand, more visible in local communities, and offer long‑term help so people feel more confident managing their money.

We Acted

Our Financial Inclusion Advisers are now called Money Support Advisers to make it clearer on what support they provide and to encourage more people to get in touch. 

We worked with our InsightXchange and local residents to redesign our money support service. It now includes budgeting help, long-term coaching and mentoring, and advice on debt and energy bills through trusted partner organisations.

Land disposal policy review

We Listened

You told us how important it is to protect land that might be needed for future homes. You also told us that we should avoid selling land if it could cause problems for neighbours or limit access to nearby properties.

You asked us to be clearer and more open about how we advertise any land we plan to sell. We also understand that community spaces matter, and you felt we should think carefully about these before making any decisions.
You said our approach should stay flexible, depending on how the land could be used, and that our policy needs to be open, easy to understand, and shaped by feedback from our communities.

We Acted

In response, we have included all customer supported proposals in the revised policy without making any changes. We have also strengthened our commitment to look at all other options before selling land. 

We are developing a new web page to make it clearer which land is for sale and how to report any concerns about land being used without permission.

Our policy has been updated to formally recognise community views in every land disposal decision, making sure local people have a clear and active role in shaping what happens. 

You can read our Land Disposal policy

Encroachment procedure

We Listened

You told us it would help to raise more awareness so customers know they can report encroachment, and understand how to do it. You also said it was important that our customer-facing teams feel confident spotting and reporting encroachment issues in our communities. 

We Acted

We developed a new webpage that clearly explains what encroachment is and how customers can report it. We have also delivered training for our customer-facing teams to strengthen their knowledge and support more proactive monitoring across our communities.

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