How We’re Learning from Your Feedback

We don’t want any resident to feel unhappy with our service. Your feedback helps us improve, and we really value it. Here’s what you’ve told us and what we’re doing about it.

What You Told Us

Residents raised concerns in these main areas:

• Repairs: Delays, missed appointments, poor workmanship, and not being kept informed.
• Leasehold Management: Complicated processes and poor communication, especially when dealing with repairs from neighbouring properties.
• Income Management: Delays in sorting out payments and a lack of empathy from staff.
• Housing Management: Issues with how we handle anti-social behaviour, reports to the police, and problems with pests entering homes.

The biggest theme across all complaints is the need for better communication and quicker action.

What We’re Doing About It (“You Said, We Did”)

How We’re Listening and Improving

• We survey residents four weeks after a complaint is closed to see how we did and where we can do better.
• We invite residents to join our Residents’ Panel to help shape our services.
• We review all complaints every month to spot patterns and make improvements.
• We act quickly if a contractor’s behaviour or work isn’t good enough—even removing them from a job or our trusted list of partners if needed.

What’s Next

We know there’s more to do. We’re working on:

• Giving you more regular updates during the complaints process.
• Making it easier to contact us and get clear answers.
• Making sure all staff and contractors meet our standards for service and respect.

Thank you for helping us improve. Your feedback matters, and we’re committed to making things better for all our residents.