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 – August 2026
- We have introduced a new Microsoft Lists system for our Service Resolution Team, helping us track customer concerns more effectively, identify common issues and use your feedback to improve our services.
- Complaints and Service Resolution Advisers can now issue redecoration vouchers without needing additional approval, helping residents receive support more quickly when things go wrong.
- We have welcomed four new Customer Services apprentices, helping us strengthen our teams while investing in opportunities for local people.
- During recent periods of hot weather, we proactively contacted more than 300 residents who may have needed additional support to check on their wellbeing and provide practical help where required.
- We are exploring temporary cooling solutions to help residents stay safe and comfortable during future heatwaves, starting with a pilot at one of our sheltered housing locations.
Following a system upgrade, direct debit and standing order payments made by shared owners and leaseholders are now credited to accounts in the month they are received, helping residents keep better track of their finances.
Around 1,500 residents have shared their views to help shape our new Corporate Plan, ensuring customer feedback influences our priorities and future services.
- We have improved the accuracy of customer information shared with contractors carrying out gas and electrical safety checks, helping ensure engineers have up-to-date tenancy and access information.
- We have recruited two additional advisers to our Money Matters Team, enabling us to help more residents access benefits, maximise their income and obtain financial support when needed.
Past improvements – Jan - July 2026
- 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 easier to use, particularly on mobile devices, and we're continuing to add new features so you can manage your tenancy online at a time that suits you.
- When we write to you about rent changes, our Customer Services team has access to the latest information so they can answer your questions quickly and accurately.
- Housing Officers can securely access information while working in the community, helping them respond to your queries more quickly.
- A Housing Officer is now available within our contact centre to help with more complex enquiries, making it easier to get the support you need.
- We've refreshed the tone of our letters and emails to make them clearer, more supportive and easier to understand, particularly during sensitive situations such as bereavement.
- We are reviewing the reasons residents contact us through calls, emails and MyHomeOnline enquiries so we can improve information, reduce avoidable contact and make services easier to access.
- We've improved how we support you when moving into an emh home by updating our housing systems to provide clearer guidance, complete checks at the right time and automatically move eligible tenancies to assured status.
- 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're working more closely with operatives to identify when residents may need extra support, such as help with hoarding or maintaining their home.
- Operatives can now alert the right teams, so support can be offered more quickly.
- Our Customer Services colleagues can now offer small goodwill gestures when things go wrong, allowing us to recognise your patience and understanding alongside an apology.
- We've introduced a "You Matter" recognition scheme for Customer Services colleagues, celebrating excellent customer service when residents tell us about positive experiences.
- We've made our approach to ending a tenancy following bereavement more flexible. Rent is now charged only until the property is cleared and keys are returned, rather than for the full 28-day notice period, while still allowing families extra time if needed.