You said, we did

How your feedback is helping to shape our services

We collect feedback from you our residents in a number of ways. Whether it's in person, at our coffee mornings, at resident engagement events, as part of our complaints process, in tenant satisfaction surveys, or as part of our neighbourhood support. In the below you said, we did updates we're sharing how your feedback is being used to change or improve things.

You Said, We Did
"My street feels untidy and forgotten"
"I want to see more staff at my scheme"
"I'd like regular resident meetings at my over 55s scheme"

This summer our housing and neighbourhoods teams all arranged a community clean up. Staff also door-knocked to give residents an opportunity to speak to their Housing Officer to ask any questions or voice any concerns.

This year our Housing Team have completed lots of coffee mornings and community clean-ups visiting schemes to speak to residents and hear their feedback.

The customer involvement team have also launched a new resident engagement event happening this September giving residents another space to voice their concerns or ask questions.

We've spoken to village managers and they have agreed to put regular coffee mornings in place. Giving you space to chat with your neighbours, staff and access support if you need it.


"I'd like a clearer understanding of the ASB process"
"I want help dealing with nuisance door knockers"

We updated our ASB process on our website to make it clearer for you to understand.

We spoke to local PCSO's who agreed to complete patrols and challenge people where necessary.


Customer service
"Customer service waiting times are too long"

We have recruited more staff to help cope with demand, have introduced a new customer portal to help tenants manage their tenancy from anywhere at anytime, and we're keeping a close eye on things to make sure they continue to improve.


Repairs and maintenance
"When you improve schemes, we would like a choice of replacement materials"
"We'd like to be involved in choosing the new repairs provider"

Our compliance, repairs and planned improvement teams are giving you more of a say when it comes to replacement materials at your scheme.
Recently our Compliance Team replaced lifts in a scheme and gave residents the chance to choose from replacement flooring. Residents said it gave them more ownership and allowed them to feel proud of their home and where they live.

When selecting our new repairs provider this year, we worked with our involved customers to choose a supplier who would offer a good service with values that were important to you. They chose UMS because they had a great track record with their customers and were a local provider investing in the city. We’re also asking you to complete feedback surveys to make sure the new service is working for you, now it’s in place.


Health, safety and compliance
"I'd like more information about my schemes fire safety documents"
"I'd like more information about electrical safety"

Our compliance and housing teams worked together to make sure there is now lots of information on every scheme noticeboard. Residents can also request their own copy too.

Our compliance team launched a brand-new safety hub with helpful information on the six key areas of compliance. As part of the campaign we saw an 11% increase in the number of people feeling safer in their homes.


Policies, processes and procedures
"I think the complaints policy needs to be more customer focused"
"The Fair Deal policy is outdated"

Our customer involvement team worked closely with our customer scrutiny panel to review our procedure and put changes in place, so it’s more customer friendly.

We worked with our involved customers asking them to review the policy. The changes were made and the policy has been updated as the better together policy sharing expectations as a tenant and as a landlord.

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