You said, we did 2023-24

During a consultation, we asked customers what they thought about the possibility of us raising the charge for mutual exchanges. Customers said they thought the price shouldn’t be increased.

We’ve agreed to keep the charge at £250.

Customers said they believed we should offer transfers for more reasons than what’s included in our policy.

While this isn’t something we can implement, we’ve explained the reasons why so that customers understand the transfer policy better. This can be found on The Hub.

Customers told us they’d prefer the lettings process to be digitalised.

We’re working on the best ways to digitalise our service.

Scrutiny Team members told us that performance information on our website was outdated.

Changes have now been made to archive older information and dates have been made clearer on the page so customers know how up-to-date the information is. We've also held several customer focus groups across our operating region to hear from customers about how else they'd like to receive this information, including how much detail and in what format.

The Scrutiny Team also recommended that we publish more examples of what we’ve done with customer feedback.

There’s a new 'how you've made a difference’ section published on The Hub. More examples of ‘you said, we did’ will also be published online and in Our Voice magazine.

The website search box wasn’t very user friendly, and customers said they were struggling to find the information they wanted.

Clearer metadata has been provided to the website developer to improve this and it’ll be reviewed three times per year.

Customers said they’d like some advice on creating a residents’ association.

We’ve produced a ‘guide to residents’ associations’ that can be accessed on The Hub or on our website

More than 90 percent of customers who voted said they’d like the Glorious Gardens competition to return.

We’ve relaunched the competition!

You’d like to see a page created on The Hub for customers to share their favourite recipes.

We created this page for customers to use.

More than 1,100 customers responded to our damp and mould survey to tell us they had an issue in their home. Coupled with other known cases, this brought the total to around 1,900 cases.

We’ve now carried out assessments at the majority of these homes to identify the work that needs to be done to address the problems. We’re now reviewing these assessments and booking in the required works to deal with damp and mould in these homes.

You told us that you don’t always have time to give your opinion.

We’ve introduced a new virtual way of getting involved and launched an area on The Hub. This means you can quickly share your thoughts at a time convenient to you.

You told us that you sometimes feel anxious about sharing your views.

We’ve created a dedicated under-25s’ section on The Hub so our younger customers feel more comfortable giving their thoughts among similar aged people. You can also take part in anonymous surveys and the use of a screen name means your identity is hidden.

You don’t always know about our engagement activities and targeted advertising would help raise awareness.

We’ve emailed all customers in this age group to make you aware of our engagement activities.

That you’d like to see more competitions and incentives for this age group.

Whilst we believe that having your voice heard and representing your age group in decisions is a great incentive, we agree that it’s nice to have rewards. Therefore, we’ve introduced more prize draws within our engagement activities and have regular competitions on The Hub that you can join.

You told us that you’d like to see more information around finances added to our engagement activities.

We’ve created a new page on The Hub dedicated to our Money Advice service.

Menu

You said, we did...

You said, we did... Helping us improve our services - 2023/24

Policy consultations

Together with Tenants scrutiny review

The Hub

Damp and mould survey

Customer engagement