Thank you to all of our customers who have helped to improve our services!
If you’d like to get involved by joining our Customer Network or have more ideas, we’d love to hear from you. Visit Get involved to find out more and to register your interest in joining our Customer Network.
Here’s how your feedback has made a difference…
October – December 2025
You said: “Safety information for blocks and fire emergencies should be clear, easy to understand and accessible.’
We did: We worked with members of the Customer Network to co-create a new Block Safety Guide, focusing on clearer layout, plain language and improved visual design. Customers helped shape the content and presentation, ensuring key safety messages and emergency guidance are easy to understand. They also reviewed the proposed wording for a new Fire Safety booklet and agreed it should follow the same format, using the Block Safety Guide as a template. Work is now underway to develop this booklet.
You said: “Consistency and quality are important when repairs are completed.”
We did: Through our Repairs Task & Finish Group, customers helped us review how repairs are delivered and where improvements could be made. As a result, we have introduced post-visit satisfaction checks to confirm work has been completed as expected and that properties are left clean and safe. We have also strengthened how follow-on works are managed to improve overall consistency.
You said: “Clear communication helps repairs appointments run more smoothly.”
We did: Based on customer feedback, we introduced reminder calls ahead of repair appointments to reduce missed visits and improve the overall experience. Customers also told us that text messages would be helpful, and these are now being developed, with plans to introduce them in early 2026 alongside clearer appointment communications.
You said: “Policies should be clear, fair and take individual circumstances into account.”
We did: Customer Network members reviewed a number of policies, including an updated Unacceptable Behaviour Policy and confirmed it is clear, balanced and allows for reasonable adjustments where needed. Customers also reviewed the Rents Policy 2025/26, agreeing it supports tenancy sustainment through early intervention and clear communication.
July to September 2025
July to September 2025
You said: “The block safety guide needs clarifications and improvements to make sure key fire safety instructions and essential information are easy to understand and visually accessible.“
We did: We worked closely with a group of customers to co-create a new Block Safety guide. This new version has an improved visual design, uses plain language, has a clear layout and helpful images to make it simpler. It also includes clear guidance and critical safety tips on what to do in an emergency.
You said: “Repairs need to be consistent and meet a clear standard.“
We did: As part of our Improving Our Repairs project, we worked with customers to review and update our Repairs Standard. The final standard has now been signed off. Key improvements include more flexible appointments and clear rules on how we will communicate with customers for future repairs. This new standard ensures consistent quality and truly reflects customer expectations.
You said: “It’s unclear what condition a property will be in when customers move in and what the expectations are when they move out.“
We did: We reviewed our ‘void’ property policy to make the process much clearer and easier for both new and existing tenants. Following this, we will create a new communication standard which will include photographs and a clear list of what to expect to prevent disappointment and set realistic expectations. We are also looking at a pilot program to help customers clear properties before they leave in an effort to make the process less stressful and reduce costs.
You said: “We need to validate the feedback we receive from digital repair satisfaction surveys, ensuring the scores accurately reflect customer experiences.”
We did: We began performing customer-to-customer feedback calls, performed by people from our customer network. This group makes calls to a random sample of customers who have had a recent repair. These calls are conducted every 4-6 weeks using the same questions as our digital repairs survey. This provides a second layer of feedback that validates and enhances the data from our digital surveys. This is an ongoing initiative that we plan to continue and eventually expand to cover satisfaction checks in other key service areas.
April to June 2025
April to June 2025
You said: “Repairs need to be consistent and meet a clear standard.”
We did: As part of our Improving Our Repairs project, customers reviewed our updated Repairs Standard (launched in 2024). Customers helped identify what worked, what didn’t, and where improvements were needed. We’re now analysing all of this feedback and will be holding a second session shortly to finalise those changes and ensure the new standard truly reflects what customers expect.
You said: “We need a complaints policy that’s easy to understand.”
We did: We worked closely with a dedicated group of customers to co-create a new Easy Read Complaints Policy. This version uses plain language, clear layouts, and helpful images to make it simpler for everyone to understand how to raise a complaint and what to expect from us. It’s now available on our website.
You said: “When you are surveying our homes, we want to understand why and how the information is used.”
We did: We held a customer session focused on our Stock Condition Surveys to understand your thoughts on how we collect and use this information. Customer suggestions for improving the system are being actively reviewed, and once final decisions are made, we’ll share exactly what’s changed and how it will benefit our customers.
You said: “We want better outcomes from contractors.”
We did: Based on customer experiences and feedback, we’ve strengthened our in-house repairs service to give us greater control over delivery and respond more quickly. You’ll still see the same skilled staff supporting you — now as part of our enhanced in-house team.
You said: “The customer panel needs to better reflect all voices.”
We did: We’ve expanded our Customer Network to better reflect the diversity of our communities across ethnicity, age, disability, and geography. This means more representative voices helping to shape services, policies, and decisions that impact everyone. We are continuing to grow the network and would love to see even more people get involved. Work is ongoing to reach more customers and ensure everyone has the chance to have their say.