You Said Bubble

We receive a wide range of helpful feedback and ideas on how we can improve our services - thank you.

These insights come from surveys, consultations, focus groups, Facebook comments, complaints, and, of course, everyday conversations with our housing, maintenance and customer care teams.

We truly appreciate the time customers take to share their views. Thanks to this input, we’ve made several improvements, like those listed below.

Making your experience better

We listen to residents' feedback and try to make our services smoother, clearer and more responsive. This page has details of key improvements we’ve made, how they affect you and ways to get involved in shaping the services you use and pay for.

Click on each item below to see the changes we’ve made and how they improve homes and services.

You said, we listened improvements – 2026

Our customer service colleagues can now offer small goodwill gestures when things go wrong. This means that, alongside an apology, we can show our appreciation for your understanding.

We’ve refreshed the tone of our letters and emails to make them clearer and more empathetic. We’ve taken particular care to improve how we communicate during sensitive situations, such as bereavement.

We’ve introduced a “You Matter” recognition scheme for our customer service teams. When you tell us about great service you’ve received, colleagues are recognised with a certificate.

We’ve improved how we support you when moving into an emh home. Our housing systems have been updated to provide clearer guidance, carry out checks at the right time, and automatically move your tenancy to a stable assured tenancy when appropriate.

We’re reviewing the reasons you contact us by looking at calls, emails and MyHomeOnline enquiries. This helps us improve our services and provide better information, so you don’t need to get in touch as often – saving you time.

We’re working more closely with our operatives to identify when residents may need extra support, such as with hoarding or keeping their home clean. After a visit, operatives can now alert the right teams so we can offer help where it’s needed.

We’ve worked with residents to simplify our Contractor Code of Conduct. It’s now shorter and clearer, explaining what you can expect from contractors working in your home and helping ensure work is carried out safely and professionally.

 

 

We’ve made our approach to ending a tenancy after a bereavement more flexible.
Rent is now charged only until the property is cleared and the keys are returned, rather than the full 28-day notice period. If you need longer, you can still take the full four weeks.

You said, we listened improvements – 2026

Customer service

Our customer service colleagues can now offer small goodwill gestures when things go wrong. This means that, alongside an apology, we can show our appreciation for your understanding.

We’ve refreshed the tone of our letters and emails to make them clearer and more empathetic. We’ve taken particular care to improve how we communicate during sensitive situations, such as bereavement.

We’ve introduced a “You Matter” recognition scheme for our customer service teams. When you tell us about great service you’ve received, colleagues are recognised with a certificate.

Managing homes and communities

We’ve improved how we support you when moving into an emh home. Our housing systems have been updated to provide clearer guidance, carry out checks at the right time, and automatically move your tenancy to a stable assured tenancy when appropriate.

We’re reviewing the reasons you contact us by looking at calls, emails and MyHomeOnline enquiries. This helps us improve our services and provide better information, so you don’t need to get in touch as often – saving you time.

We’re working more closely with our operatives to identify when residents may need extra support, such as with hoarding or keeping their home clean. After a visit, operatives can now alert the right teams so we can offer help where it’s needed.

Repairs, maintenance and improvements
We’ve worked with residents to simplify our Contractor Code of Conduct. It’s now shorter and clearer, explaining what you can expect from contractors working in your home and helping ensure work is carried out safely and professionally.

 

 

Supporting you at difficult times
We’ve made our approach to ending a tenancy after a bereavement more flexible.
Rent is now charged only until the property is cleared and the keys are returned, rather than the full 28-day notice period. If you need longer, you can still take the full four weeks.

Past improvements – Jan - May 2026

Easier contact and better information
  • You can now contact our Customer Services team through Facebook during office hours, giving you another quick and convenient way to get in touch.
  • We’ve refreshed MyHomeOnline to make it simpler to use, especially on mobile devices, and we’re continuing to add more features so you can manage your home online at a time that suits you.
  • When we write to you about rent changes, our Customer Services team has the latest information available so they can answer your questions quickly.
  • Housing Officers can securely access information while out in the community, helping them respond to your queries straight away.
  • A Housing Officer is also available in our contact centre to support with more complex enquiries, helping you get quicker answers.
Improving repairs and home services
  • We fixed an issue that sometimes affected repair bookings for newly built homes, meaning repairs are now arranged more quickly and correctly.
  • If there is outstanding work after you move in, we’ll clearly explain what still needs to be done and when it will happen.
  • We’ve made it easier to request permission for home improvements, with instant decisions available for some common changes.
  • When you move into a new home, we’ll show you where to find key safety features like your stop-tap, meters and fuse box.
Responding quickly and fairly
  • Serious repair issues are now treated as high-priority complaints. We track them closely and follow up to make sure everything has been fully resolved.
  • We’ve improved how we handle compensation, making decisions faster and more consistent, in line with Housing Ombudsman guidance.
  • Our teams work more closely together to respond quickly to issues like anti-social behaviour.
  • If you report fly-tipping, we can now arrange removal straight away during your call.