You said, we listened

You said, we listened

Your views matter to us. We listen to what you tell us and use it to improve your homes and our services.

Many of you have shared your feedback through surveys and complaints, or by taking part in meetings, customer groups and service reviews. Your ideas and experiences help us make changes that benefit you and your community.

Here are some of the most recent changes our customers have helped to shape.



My home:

You said
We listened

You want an easier way to find a new home, with more choice and a better fit for your needs.
We promoted House Exchange, ran six drop-in events, updated our website, and made it simpler to swap homes. Customers now have more choice and control over where they live.
You want to feel safe and comfortable at home.
We worked with S&R Carpets to provide essential household items, donating beds and mattresses to families who needed them most.

You said high-rise customers want clear safety updates, inclusive meetings, and the skills to challenge with confidence.
We improved building safety info, updated lift posters and QR codes, tightened the action tracker, offered hybrid and drop-in meetings, and delivered committee skills training.
You said new customers should get a clear welcome pack.We added a new tenancy booklet to every welcome pack.
You said officers should always bring inspection letters and contractors should wear ID and arrive on time.We reminded officers to bring inspection letters, told contractors to wear ID badges, and confirmed they must stick to agreed appointments.


My Service:

You said
We listened
You said you want support when you need it most.
Our Money Matters team helped 873 customers secure £503,183 in extra income between October and December to manage the rising cost of living.
You said you want clear information about repairs, service charges, and policy.
We created “day in the life” videos for repairs, updated service charge guidance, set up a Leaseholder Focus Group, and launched digital consultations so customers can review and comment on policies.
You said you want to see how repairs are done.We’ve made a video showing how repairs are done from start to finish. You can watch it on our website from the end of October, or in the November magazine using the QR code.
You said rechargeable repairs decisions weren’t clear.
We introduced a clear workflow so decisions are made properly first time, reducing delays and confusion.
You said you wanted a simpler and fairer approach to managing unacceptable behaviour.
We introduced bodycams for officers where needed, simplified the policy on our website, and added an independent review step for fairness.
You said that we ensure that proper evaluation is put into reports of repairs to assign correct category (customers deemed too many repairs were classed as emergencies)
From April 2026, complex repairs are referred to the Assets Team for pre-inspection by Surveys, reducing the need for Contact Centre colleagues to manage complex repair enquiries.
You said that you want us to ensure that customers are kept ‘in the loop’ if their repair cannot be completed upon first visit (e.g. date for follow up and who will be attending)
Planning Team QA process includes checks that customers are informed of follow-up arrangements when repairs are not completed on the first visit.


My Community:

You said
We listened
You said you wanted cleaner, safer neighbourhoods.

Our teams removed waste from multiple bonfire sites to reduce fire risks and protect local green spaces.



You said you wanted greener, more welcoming neighbourhoods.We planted over 20,000 bulbs across Bradford and Keighley, including daffodils at Reydon Walk and spring bulbs with Keighley Town Council, making spaces brighter and more vibrant.
You said you wanted more guidance on water safety.
We included guidance in newsletters and employed a contractor to carry out water safety works. Updated materials will be shared with customers soon.
You said lifts were being misused and needed monitoring.
We installed CCTV in all high-rise blocks (except four in Keighley, planned as part of regeneration), and added a reporting system so residents can report misuse or fly-tipping.
You said you were not always sure what counts as ASB or Hate Crime.

We made definitions clearer and easier to understand and added simple examples of what is and is not ASB.

You said the ASB & Hate Crime Policy is hard to understand or too long.

We simplified the structure with clear sections and improved the layout so that key information is easier to find. We also made reporting information clearer in one place.


You said that you would like better communication and updates.We have introduced 24-hour response for serious cases, 5 working days for other reports, regular contact every 2 weeks (or sooner) and, clear action plans agreed with you.
You said that you don't always feel supported as a victim.We strengthened support including regular updates and welfare checks, and included links to safeguarding and support services.
You said that action needs to be stronger and faster.We have introduced a clear range of actions including legal options as well as, swift, fair and proportionate action.
You said that the ASB & Hate Crime Policy needs to be fair for everyone.We have strengthened equality and fairness commitments, ensured a focus on vulnerable customers and, impartial and respectful case handling.
You said that cases of ASB take too long to resolve.We have introduced clearer timescales and expectations, better explanation of delays outside our control and, improved monitoring and accountability.
You said that we should keep listening and improving.We have introduced stronger customer feedback processes and, regular policy reviews with customer input.



You said, we listened

Your views matter to us. We listen to what you tell us and use it to improve your homes and our services.

Many of you have shared your feedback through surveys and complaints, or by taking part in meetings, customer groups and service reviews. Your ideas and experiences help us make changes that benefit you and your community.

Here are some of the most recent changes our customers have helped to shape.



My home:

You said
We listened

You want an easier way to find a new home, with more choice and a better fit for your needs.
We promoted House Exchange, ran six drop-in events, updated our website, and made it simpler to swap homes. Customers now have more choice and control over where they live.
You want to feel safe and comfortable at home.
We worked with S&R Carpets to provide essential household items, donating beds and mattresses to families who needed them most.

You said high-rise customers want clear safety updates, inclusive meetings, and the skills to challenge with confidence.
We improved building safety info, updated lift posters and QR codes, tightened the action tracker, offered hybrid and drop-in meetings, and delivered committee skills training.
You said new customers should get a clear welcome pack.We added a new tenancy booklet to every welcome pack.
You said officers should always bring inspection letters and contractors should wear ID and arrive on time.We reminded officers to bring inspection letters, told contractors to wear ID badges, and confirmed they must stick to agreed appointments.


My Service:

You said
We listened
You said you want support when you need it most.
Our Money Matters team helped 873 customers secure £503,183 in extra income between October and December to manage the rising cost of living.
You said you want clear information about repairs, service charges, and policy.
We created “day in the life” videos for repairs, updated service charge guidance, set up a Leaseholder Focus Group, and launched digital consultations so customers can review and comment on policies.
You said you want to see how repairs are done.We’ve made a video showing how repairs are done from start to finish. You can watch it on our website from the end of October, or in the November magazine using the QR code.
You said rechargeable repairs decisions weren’t clear.
We introduced a clear workflow so decisions are made properly first time, reducing delays and confusion.
You said you wanted a simpler and fairer approach to managing unacceptable behaviour.
We introduced bodycams for officers where needed, simplified the policy on our website, and added an independent review step for fairness.
You said that we ensure that proper evaluation is put into reports of repairs to assign correct category (customers deemed too many repairs were classed as emergencies)
From April 2026, complex repairs are referred to the Assets Team for pre-inspection by Surveys, reducing the need for Contact Centre colleagues to manage complex repair enquiries.
You said that you want us to ensure that customers are kept ‘in the loop’ if their repair cannot be completed upon first visit (e.g. date for follow up and who will be attending)
Planning Team QA process includes checks that customers are informed of follow-up arrangements when repairs are not completed on the first visit.


My Community:

You said
We listened
You said you wanted cleaner, safer neighbourhoods.

Our teams removed waste from multiple bonfire sites to reduce fire risks and protect local green spaces.



You said you wanted greener, more welcoming neighbourhoods.We planted over 20,000 bulbs across Bradford and Keighley, including daffodils at Reydon Walk and spring bulbs with Keighley Town Council, making spaces brighter and more vibrant.
You said you wanted more guidance on water safety.
We included guidance in newsletters and employed a contractor to carry out water safety works. Updated materials will be shared with customers soon.
You said lifts were being misused and needed monitoring.
We installed CCTV in all high-rise blocks (except four in Keighley, planned as part of regeneration), and added a reporting system so residents can report misuse or fly-tipping.
You said you were not always sure what counts as ASB or Hate Crime.

We made definitions clearer and easier to understand and added simple examples of what is and is not ASB.

You said the ASB & Hate Crime Policy is hard to understand or too long.

We simplified the structure with clear sections and improved the layout so that key information is easier to find. We also made reporting information clearer in one place.


You said that you would like better communication and updates.We have introduced 24-hour response for serious cases, 5 working days for other reports, regular contact every 2 weeks (or sooner) and, clear action plans agreed with you.
You said that you don't always feel supported as a victim.We strengthened support including regular updates and welfare checks, and included links to safeguarding and support services.
You said that action needs to be stronger and faster.We have introduced a clear range of actions including legal options as well as, swift, fair and proportionate action.
You said that the ASB & Hate Crime Policy needs to be fair for everyone.We have strengthened equality and fairness commitments, ensured a focus on vulnerable customers and, impartial and respectful case handling.
You said that cases of ASB take too long to resolve.We have introduced clearer timescales and expectations, better explanation of delays outside our control and, improved monitoring and accountability.
You said that we should keep listening and improving.We have introduced stronger customer feedback processes and, regular policy reviews with customer input.