You said, we listened

You said, we listened

Our customers’ voice is at the heart of everything we do – we are committed to using customer feedback and proactively seeking out your views to ensure you are always influencing improvements we make to homes and services.

Many of you have given us feedback through surveys and complaints, or been involved in consultations, scrutiny exercises, customer working groups and service design sessions and your involvement has directly influenced changes that will have positive impacts for you and your wider community.

Here are some recent changes to our services that you have influenced from July through to September 2025!



My home:

You said
We listened

You said new customers should get a printed tenancy booklet in their welcome pack.
We now put the new booklet in every welcome pack for new customers.
You asked for your home to be well ventilated and free from damp and mould.We acted faster on damp and mould, improved communication about planned works, and completed 1,661 jobs so far this year. Complaints have dropped by half between April and August 2025.

You said you welcome green technology if it will save money on your household bills in the long term.
We upgraded 16 older residents’ bungalows with new insulation and render, making them warmer and more energy efficient.
You asked us to improve the quality of your homes.We’ve been improving homes across our communities - between July and September 2025, we installed 110 new bathrooms, 21 kitchens, 407 boilers, 199 windows and doors, and repaired 60 roofs.


My Service:

You said
We listened
You said you want to see how repairs are done.We’ve made new videos showing how repairs are done from start to finish. You can watch them on our website from the end of October, or in the November magazine using the QR code.
You said you want us to give support where it matters most and when you need it.
Our Money Matters team has supported 1591 customers over this period.
You said you want your repairs done right the first time.
We’ve improved how we diagnose repairs, invested in our people to build skills and engagement, and made sure our vans are stocked with the right materials for each job.


My Community:

You said
We listened
You said officers should wear body cameras when people behave badly. This helps keep everyone safe and collects evidence.Officers now wear body cameras. We tested them and created a clear policy to make sure they’re used safely and follow data protection rules.
You said we should do more to stop lift misuse. You also said we should tell people how to use lifts properly.We now have an easy way for you to report lift misuse or fly-tipping.
We will put posters about using lifts properly on noticeboards in all high-rise blocks.
You said you want us to be more visible in your neighbourhoods.
We are investing in more frontline officers to reduce patch sizes, so our teams can spend more time where they’re needed most — in your communities.
You said you want us to invest in places where communities care for each other.
We held action days in areas with lower satisfaction, tackling litter, waste, weeds, and overgrown hedges, and adding grow boxes to help keep neighbourhoods clean and welcoming.


You said, we listened

Our customers’ voice is at the heart of everything we do – we are committed to using customer feedback and proactively seeking out your views to ensure you are always influencing improvements we make to homes and services.

Many of you have given us feedback through surveys and complaints, or been involved in consultations, scrutiny exercises, customer working groups and service design sessions and your involvement has directly influenced changes that will have positive impacts for you and your wider community.

Here are some recent changes to our services that you have influenced from July through to September 2025!



My home:

You said
We listened

You said new customers should get a printed tenancy booklet in their welcome pack.
We now put the new booklet in every welcome pack for new customers.
You asked for your home to be well ventilated and free from damp and mould.We acted faster on damp and mould, improved communication about planned works, and completed 1,661 jobs so far this year. Complaints have dropped by half between April and August 2025.

You said you welcome green technology if it will save money on your household bills in the long term.
We upgraded 16 older residents’ bungalows with new insulation and render, making them warmer and more energy efficient.
You asked us to improve the quality of your homes.We’ve been improving homes across our communities - between July and September 2025, we installed 110 new bathrooms, 21 kitchens, 407 boilers, 199 windows and doors, and repaired 60 roofs.


My Service:

You said
We listened
You said you want to see how repairs are done.We’ve made new videos showing how repairs are done from start to finish. You can watch them on our website from the end of October, or in the November magazine using the QR code.
You said you want us to give support where it matters most and when you need it.
Our Money Matters team has supported 1591 customers over this period.
You said you want your repairs done right the first time.
We’ve improved how we diagnose repairs, invested in our people to build skills and engagement, and made sure our vans are stocked with the right materials for each job.


My Community:

You said
We listened
You said officers should wear body cameras when people behave badly. This helps keep everyone safe and collects evidence.Officers now wear body cameras. We tested them and created a clear policy to make sure they’re used safely and follow data protection rules.
You said we should do more to stop lift misuse. You also said we should tell people how to use lifts properly.We now have an easy way for you to report lift misuse or fly-tipping.
We will put posters about using lifts properly on noticeboards in all high-rise blocks.
You said you want us to be more visible in your neighbourhoods.
We are investing in more frontline officers to reduce patch sizes, so our teams can spend more time where they’re needed most — in your communities.
You said you want us to invest in places where communities care for each other.
We held action days in areas with lower satisfaction, tackling litter, waste, weeds, and overgrown hedges, and adding grow boxes to help keep neighbourhoods clean and welcoming.