Providing homes and creating sustainable communities

We’re listening

Your feedback matters

The most important thing about giving feedback is knowing that you have been listened to, and we love hearing what you have to say. It could be over the phone, face-to-face, replying to a text or taking part in our annual survey - by letting us know how we’re getting on, you help us improve the service we offer.

Your feedback directly shapes our services across the board, whether it relates to housing, estates, anti-social behaviour, repairs or call wait-times, everything we do is designed around you. Here's a snapshot of some of the actions we’ve taken since our last annual survey.

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You said

Resolve my enquiry when I contact you.

We did

We’ve upskilled our Customer Service team to be better equipped to deal with your enquiry when you call.  

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You said

Improve hedge maintenance.

We did

We’ve introduced new ‘hedge teams’ to keep the hedges in our communities tidy and well-maintained.

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You said

Clean our communal windows more often.

We did

We’ve increased our cleaning schedule to every three months, because we want you to be proud of where you live. 

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You said

Cut the grass more often.

We did

We’ve doubled the amount of grass cuts we do per year, from 8 to 16 – that’s once every two or three weeks.   

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You said

Your main concern was our poor communication.

We did

Our new ways of working mean we’ll be able to respond to you better. We’re focusing on providing a local service with a dedicated Customer Service team who can help you when you first get in touch. 

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You said

Improve the standards of homes for when tenants first move in.

We did

We’ve introduced our ‘New Homes Standard’ to make sure our homes are in tip top condition for new tenants. Visit our 'I'm a new tenant' page to find out more.

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You said

You are waiting too long for repairs.

We did

We’ve improved the way we handle repairs so that we can arrange an appointment with you. You can now log your repair online using the online form, or by chatting to us on Live Chat. 

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You said

You want to find out your rent balance online.

We did

You can now view your rent balance 24/7 on our ‘Your Rent’ page.