In December, we sent out a short survey to understand how tenants feel about our homes, services and priorities.
We received over 240 responses, giving us valuable insight into what matters most to you.
The purpose of the survey was to sense-check our current priorities as part of this year’s desktop review of the business plan, ahead of a full refresh last year.
This feedback is incredibly important. It helps us understand where we are doing well, where you are less confident in us, and where we need to focus our improvement efforts.
Thank you to everyone who took part in our recent online tenant survey. We really appreciate you sharing your views and experiences with us. You can read the report here.
What we’re doing next
We are committed to closing the feedback loop and building trust with our tenants. We have produced a summary of the findings, along with a clear “you said, we did” response.
| You told us | What we’re doing |
| You’re not always clear on what you’re paying for or how money is spent. | We are sharing clearer information about rent and service charges this year. From this winter, our rent consultation will be more detailed and include a breakdown of our income and spending. We are publishing a report in May showing what tenants told us during the recent rent consultation and how we responded. |
| You don’t always see how feedback influences decisions. | We will publish regular “You said, we did” updates showing how tenant feedback leads to change. We have appointed a Tenant Engagement Officer and a Customer Insights Officer to strengthen tenant involvement and to ensure tenant feedback shapes our services. We are establishing a Tenant Voice Board and a Customer Insights Panel. We will run a large-scale tenant satisfaction survey this summer and involve tenants in shaping our new business plan for 2027 – 2030. |
| You feel estates are not always well looked after. | We are reviewing our grounds maintenance contract and the standards contractors must meet. We will ask tenants for feedback on the current service as part of this review. We will clearly explain what work should be done and how often, so tenants know what to expect. This will be shared on our website as soon as possible. A new estate management policy is being developed, covering everything from estate inspections and how we deal with issues such as unacceptable behaviour. |
| You feel homes need investment. | We have spent over £6million upgrading homes so far this year and plan to spend over £7million by the end of March. Once approved by our Board, we will publish our improvement plans for next year. |
