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.
Access to services
We Listened
You told us that the purpose of home appointments, like Tenancy Visits, are not always clear. You also said that acknowledging customer contact within two working days feels like a fair and reasonable expectation.
We Acted
We’ve updated our Access to Services Policy to make things clearer and more customer-focused. From now on, all appointed visit communications will clearly explain the purpose of the visit and what you can expect.
Rent setting approach and financial Inclusion
We Listened
Our tenant network shared their need for more notice before rent changes and clearer insight into how rent income supports our communities. They also highlighted how important it is to feel comfortable asking for help, especially around rent arrears, and suggested ways to make support more approachable.
We Acted
We are now giving tenants around six weeks’ notice of any rent changes, along with a clear explanation of how the money will be used to improve services and homes. We’ve also invested in empathy-led training for our finincial times Team, helping us offer support that’s not only practical, but also kind, respectful, and stigma-free.
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.