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You Said, We Did

Your voice has driven the decisions we’ve made, and most importantly – we dont just listen, we're acting

What you told us matters most across surveys, conversations and scrutiny, a few clear priorities came through:

  • Safe, good-quality homes

  • A reliable, consistent service

  • Repairs done right, first time

  • Staff who are visible and accountable

  • Clear communication and named contacts

  • Neighbourhoods you feel proud of

These weren’t just comments – they directly shaped what we’ve done next.

Here's what you said, and what we've done so far

Repairs and maintenance

You said 
It wasn’t always clear what repair we were contacting you about or what work was being carried out. 

We did 
We now include a repair reference and a short description of the work in our repair texts and emails, so you know exactly what to expect. 

You said 
There were times when repairs felt delayed with little update. 

We did 
We are improving how we update customers when repair dates change and confirming when work has been completed.

We also

  • Prioritised backlog reduction and communication improvements

  • Invested heavily in repairs, improving satisfaction by over 13%

  • Continued working with the Customer Insight Panel to improve the repairs journey

Complaints and resolving issues

You said 
Some issues escalated into complaints because problems weren’t resolved early enough. 

We did 
We are strengthening ownership and follow‑up, so you receive clearer updates and confirmation when issues are fully resolved. 

You said 
You want to see learning from complaints, not just apologies. 

We did 
We now track learning from complaints and share the service improvements made as a result. 

We also

  • Made complaint handling a top improvement priority 

  • Increased scrutiny at Board and Committee level 

  • Commissioned an independent review  

  • Achieved +10.2% improvement in satisfaction with complaint handling  

Communication and accessibility

You said 
Some letters and messages were too long  

We did 
We are simplifying our letters and focusing on what matters most, including what has changed, when it starts and where to get help. 

Keeping track of progress 

We don’t remove updates once they’re published. 

Each time this page is updated, new changes are added so you can see: 

  • what has changed 

  • what is still in progress 

  • what we’re working on next 

This helps make sure improvements don’t disappear and progress is easy to follow. 

In our latest Tenant Satisfaction Survey (TSMs) results, you also told us

Overall satisfaction compared to 2024/25

Our improvement plans

Improving the services that matter most to you

Over the past year, we’ve taken a hard look at some of our most important services - listening to your feedback, reviewing our performance, and setting out clear plans to improve.

In April, our Operations Committee reviewed detailed improvement plans focused on three key areas: complaints handling, antisocial behaviour (ASB), and repairs & maintenance. Progress against these plans will now be reviewed every quarter, so we can keep improving and stay accountable.

Here’s what we’re doing - and what you can expect next.

Complaints handling: listening, learning and putting things right

You’ve told us that our complaints service hasn’t always met your expectations - and we agree there’s more to do.

The good news is we’re already seeing progress. Satisfaction with complaints handling has increased by 12.4% over the last three years, including a significant 10.2% improvement in the past year alone.

We’ve also made important operational improvements -  including maintaining 100% compliance with response times over the last 12 months.

But we know this is just the starting point.

Our focus now is on:

  • Making sure every complaint leads to a fair, timely and meaningful resolution

  • Ensuring customers feel confident that something will be put right quickly

  • Improving how we learn from complaints and show that learning clearly

To support this, we’ve:

  • Commissioned an independent review to strengthen our approach

  • Updated our compensation policy in line with Ombudsman guidance, so customers are treated fairly

  • Strengthened oversight, with Board member Joe Ward working more closely with teams to challenge performance and ensure lessons are embedded

We’ll continue to share updates on how your feedback is shaping our services.

Find out more about our complaints process here

Antisocial behaviour: acting quicker and supporting those affected

Antisocial behaviour: acting quicker and supporting those affected

Antisocial behaviour remains a key concern for many customers, and while satisfaction is improving, we know there’s more to do.

This year, satisfaction has increased again - now at 60.8%, up 2.8% on last year -and we’re building on this progress.

In response to your feedback, we’ve:

  • Introduced a specialist ASB team to deal with cases more effectively

  • Commissioned a best-practice review from Green and Burton Associates

  • Developed a clear action plan to strengthen how we manage cases

Our focus is on:

  • Faster, more consistent case handling

  • Taking a firm but supportive approach, particularly where vulnerability is involved

  • Making sure both victims and those responsible get the right support

Progress will be closely monitored every quarter to ensure we continue moving in the right direction.

Find out more about anti-social behaviour here

Repairs & maintenance: making things right, faster

We know our repairs service hasn’t been where it needs to be - and we’re being open about that.

Following COVID, our Home Health Check programme identified around 6,000 additional repairs, creating a backlog that has taken time to work through. But over the past year, we’ve made real progress.

In 2025–26 we:

  • Reduced overdue repairs by 50%

  • Improved timeliness so day-to-day repairs are now above target

  • Are completing over 80% of repairs on time

We’ve also invested significantly in our in-house team, increasing capacity by over 20%, so we can keep up with demand and continue reducing outstanding work.

What happens next

Over the next 12 months, we’re committed to:

  • Clearing the remaining backlog, focusing on the oldest and most urgent repairs first

  • Writing directly to all customers with an outstanding repair, providing clearer updates and expectations

We’re also improving the overall experience by:

  • Introducing local, patch-based working so operatives spend more time in your area

  • Working with our Customer Insight Panel to redesign the repairs journey

  • Making it easier to report repairs and book appointments

  • Using better tools and training to improve first-time fixes

  • Increasing quality checks in customers’ homes

  • Involving customers in decisions about materials and specifications

Repairs are one of the biggest drivers of customer satisfaction, so this remains a top priority for both our Board and Operations Committee.

How we’ll keep you updated

These improvement plans are just the start. By reviewing progress every quarter, we’ll keep a close eye on performance, take action where needed, and continue to learn from your feedback.

We’ll keep sharing updates as we go - including what’s improving, where we still need to do better, and how your voice is shaping our services.

You can read our Annual Customer Influence Impact Report for 2026/26 here on Our Reports page. 

Have your say 

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