You Said, We Did - Improving the Resident Experience

We’ve listened to feedback from our residents and taken a closer look at how we deliver our services. Here are some key improvements we’ve made to make your experience smoother, clearer, and more responsive.

1. Utility Information

When you move in, we’ll make sure you know exactly where to find your:

- Water stop tap
- Gas meter and shut-off valve
- Electric consumer unit (fuse box)

We’ll also place a handy notice inside one of your kitchen cupboards as a quick reference.

2. Outstanding Repairs

If there’s any work still to be completed after you’ve signed your tenancy, we’ll tell you clearly what’s outstanding and when it will be done. No surprises – just clear communication.

3. Boiler Safety Process

We’re reviewing the process of capping and uncapping boilers to make sure everything is safe, consistent, and you’re kept in the loop every step of the way.

4. High Priority Complaints (HPCs)

If you raise a serious repair complaint, it will be marked as a High Priority Complaint (HPC) in our system. We’ll track it closely through to completion, and a member of our Property Team will follow up with you afterwards to make sure the issue is fully resolved.

5. Faster Compensation Decisions

If compensation is needed, our Complaints Team and Director of Customer Experience now handle approvals. This change means:

- Faster decisions
- Fewer delays
- Better fairness and consistency

We’re also making sure this aligns with the Housing Ombudsman’s guidance on compensation.

6. Tackling Anti-Social Behaviour (ASB) Together

Our Communities Team is now working more closely with Customer Services to improve how we handle ASB issues. This helps us respond more effectively and make the process smoother for you.

7. Easier Home Improvement Permissions

We’ve made it much simpler to get the go-ahead for small changes around your home. Our Customer Services Advisor's can now issue instant permission letters for things like:

- Electric vehicle charging points
- Outside taps or lighting
- Extra electrical sockets
- Fish ponds
- Replacing your bath with a shower
(And more – just ask us if you're not sure!)

Looking Ahead

These changes are just the beginning. We're committed to continuously improving the way we work, listening to your feedback, and making real changes that matter to you. We’re not just fixing what’s broken — we’re building a better experience, shaped by your voice and focused on what really works.