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You Said, We Did

We’re always keen to listen to what matters to you.

Your feedback – whether it’s through surveys, complaints, customer panels, or your everyday conversations with us - helps shape how we do things at Freebridge. 

On this page, you can see what you’ve told us and the changes we’ve made as a result. We keep this updated regularly, so you’ll always know how your voice is making a difference. 

Look below to see how your voice is already being heard.

Frequently Asked Questions

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.

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. 

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. 

Have your say 

Your feedback shapes our services.

You can share your views through: 

  • Surveys and consultations 

  • the Customer Insight Panel 

  • Complaints and compliments 

  • Community events and conversations 

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