You Said, We Listened - 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.
Moving In & Home Safety
We’ll show you where to find your water stop tap, gas meter, shut-off valve and fuse box, with a reminder notice in your kitchen cupboard.
If any repairs are still outstanding when you move in, we’ll clearly explain what’s left and when it will be completed.
We’ve strengthened our boiler safety process, added magnetic guidance stickers in empty homes, introduced QR codes for heating tips, and we now proactively replace older, unreliable boilers.
Repairs – Faster, Smarter, Simpler
Online repair requests now book instantly through MyHomeOnline.
Improved booking for new-build homes under warranty and simpler defect reporting in the first year.
Fly-tipping can now be booked for removal immediately during your call.
Updated “what next” cards clearly explain next steps if a repair isn’t fixed first time.
SMS alerts provide the operative’s name, trade, job details and ETA.
Van stock has been reviewed to improve first-time fixes.
A new roofing team handles straightforward roofing repairs more quickly.
Video triage allows you to show us an issue via short video call (with consent).
Customer Service Improvements
Clearer bank holiday and Christmas emergency repair messaging — we emphasise that we’re open.
Queue position messaging and a call-back option so you don’t have to wait on hold.
Updated call menus to reduce transfers.
AI-assisted call summaries so advisors can focus fully on you.
Housing Officers can securely access systems while out in the community for quicker updates.
A Housing Officer supports Customer Services daily to answer complex queries faster.
Up-to-date rent and service charge details are available as soon as letters are issued.
Complaints & Compensation
High Priority Complaints (HPCs) are closely tracked through to completion, with follow-up from the Property Team.
Faster, fairer compensation decisions handled by senior colleagues in line with Housing Ombudsman guidance.
More Ways to Contact Us
Facebook messaging (office hours).
New WhatsApp live chat option.
Improved MyHomeOnline with a simpler mobile-friendly design and more self-service features coming soon.
Tenancy & Home Improvements
Automated introductory to assured tenancy transfers (subject to checks).
Easier permission process for home improvements (e.g. EV chargers, outside taps, showers).
Faster decisions for Money Matters, shared ownership repairs and pet requests.
Streamlined shared ownership sales process and specialist phone option for shared owners.
Community & Personal Touches
Stronger joint working to tackle Anti-Social Behaviour (ASB).
Landmark birthday cards and follow-up calls for long-standing customers.
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.