Our commitment to improving services is powered by the voices of our tenants. Through active participation in InsightXchange's and the Tenant Network, tenants have generously volunteered their time, shared valuable feedback, and helped shape decisions that directly enhance the customer experience.
Since January 2025, engaged tenants have contributed to a series of focus groups exploring key topics such as tenancy visits, service accessibility, damp and mould, and communications around planned works and complex repairs. Their insights have been instrumental in driving meaningful improvements, including the development of our new Access to Services Policy. This policy sets out how we share information, schedule appointments, report on performance, define service standards, and clarify mutual rights and responsibilities.
As a result of tenant input, tenancy appointment letters now offer clearer explanations of visit purposes and their importance. Feedback on rent communications also highlighted the need for more notice and transparency. In response, rent update notifications are now issued six weeks in advance.
Elisha Ornsby, Customer Voice Adviser, said; "Listening to our tenants isn’t just about collecting feedback—it’s about turning their insights into action. Through genuine collaboration, we’re improving communication, enhancing services, and ensuring tenants play a central role in shaping the changes that matter most. I’m passionate about making sure our customers feel heard and empowered to drive positive change.”
Jonothan Hitchen, Livin tenant and Tenant Network Member, said; "Being part of the Tenant Network has allowed me to share my experiences in a meaningful way, while also taking part in engaging focus groups that i enjoy going to. It’s all about working together to create positive change that truly makes a difference”.
If you have some time and would like to contribute to the development of our services, we would be happy to hear from you.
Pictured, left to right: Jonothan Hitchen (Livin tenant and Tenant Network Member), Elisha Ornsby (Customer Voice Adviser) and Mark Percival (Planned Works Manager)
Getting Involved