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!)
8. Housing Officers on the move
Our Housing Officers can now securely access files and systems while out in the community or visiting you at home. This means they can deal with queries and updates straight away, without having to wait until they’re back in the office.
9. Message us on Facebook
You can now contact our Customer Services team through Facebook (during office hours), giving you another quick and convenient way to get in touch.
10. Faster answers to housing questions
A Housing Officer is always on hand in our Customer Services team each day, ready to support colleagues with more complex housing queries. This means you’ll get answers faster, without unnecessary delays.
11. Up-to-date rent and service charge information
From the time rent increase letters are sent out, our Customer Services team will already have the latest rent and service charge details. So if you call us during this time, we can help you straight away without passing you on.
12. Better repair booking for new homes
We’ve fixed a technical issue that sometimes caused mistakes when booking repairs for new properties still under warranty. This means quicker, more accurate repairs – and avoids costs being passed on unnecessarily.
13. Quicker fly-tipping removal
If you report fly-tipping, our Customer Services team can now book the removal immediately during your call, instead of waiting for a Housing Officer to review it first.
14. Improvements to MyHomeOnline
We’ve refreshed the look of MyHomeOnline to make it simpler and easier to use – especially on mobile phones, where most residents access it. This is just the first step: over the coming months, we’ll be adding more self-service features so you can do more online, at a time that suits you.
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.