Your views have a genuine influence on how we design, deliver and improve our services. We actively seek feedback from a diverse range of customers so we can understand what matters most to you. This helps us make transparent and accountable decisions about service standards, performance, and improvements across our organisation.

Below, you’ll find some of the changes we’ve made because of what you told us.

You told us repairs updates weren’t always clear or frequent enough, especially when there were delays.
We’re using your feedback to shape our repairs system so it focuses on the things that matter most to you. We’ll be implementing more improvements throughout 2026.

You told us that our service charge information wasn’t clear enough.
We updated our service charge booklets. They now have clearer explanations and simpler cost breakdowns. This helped reduce follow-up enquiries by 44% in 2024/25.

We have also improved our response times. We used to take 30 days to reply. We now respond within 20 days, and most queries are resolved in 11 days. This means you get quicker and clearer answers.

You asked for more flexible and digital ways to access our services.
Your feedback is helping us shape new digital services. Our aim is to make it easier for you to report and fix issues at a time that suits you, without waiting to speak to a member of our team. Many of these services will be available 24/7 through live chat and over the phone. If you’d rather talk to a human, you can contact us during our working hours and speak to a member of our team.

You told us our complaint responses needed to be easier to understand.
A group of customers reviewed over 40 complaint responses and shared what they felt would make them better.
We’ve improved the tone, clarity and structure so responses are clearer, more empathetic and focused on what matters to you.

You said communal areas need more attention.
We increased the frequency of estate inspections, brought in new lift contractors, upgraded communal entrance doors, and introduced better ways to manage pests. This means cleaner, safer shared spaces.

You raised concerns about how damp and mould cases were handled.
We expanded our specialist surveyor team, introduced dedicated Case Managers, and set clear timescales to keep you informed.
Urgent cases are prioritised quickly so risks are dealt with sooner.

You asked us to improve how we respond to ASB.
We’ve created a specialist ASB team who respond to cases within 48 hours.

An ASB Officer will contact you to discuss your case, agree the next steps with you and stay in touch every two weeks until the case is closed.

We want you to feel safe as soon as possible, so we aim to resolve cases within 90 days. Some cases may take longer if we need to take legal action, but we’ll keep you updated and supported throughout.