News & Events

Back in July, we headed out into our communities to meet some of our residents. We knocked on doors and spoke to around 80 of you about what you think of our service and what we could improve on. 

Thank you so much to everyone who took the time to speak to us. We’ve been looking at all your comments, which are now being fed into our plan to build on and improve our services to you. Taking on board your feedback ensures we can deliver services shaped by residents to provide a positive resident experience.   

Some of the themes that came up were: 

• That customer service is good in some areas, but could be improved, especially around repair and housing matters.  

• That where residents said their query wasn’t dealt with when they contacted us, it was generally to do with repairs. 

• That residents feel we need to improve on our communication with residents and contractors. 

• That residents want fewer general letters and for us to make it clear they are to the whole estate, making sure it is accurate and not too long.  

• That most residents preferred to contact us by phone. 

• That email is top choice for updates, but letters, phone and text were also popular choices.  

• That some residents want a printed newsletter. 

• That residents want updates on staff changes and to utilise noticeboards more. 

• That residents want to get involved by doing surveys, events or face to face contact. 

We’ll be launching our new Customer Strategy next year, so keep an eye out for it to make sure we have captured what residents have told us they want. We hope you’ll see some positive changes on the above in the meantime.  

Want to know more about how you or your fellow residents have changed our services? Check out our Get Involved page for more information.