Listening, learning and improving
Listening, Learning and Improving is at the heart of our Customer Voice Strategy. It reflects our commitment to working with customers to shape and improve services, rather than making decisions on their behalf. By listening to feedback, understanding what matters most, and acting on what we learn, we can make changes that have a real impact on customers' experiences.
This update brings together feedback received during the first half of 2025/26, including comments from our Tenant Satisfaction Measures (TSM) survey, complaints, engagement activities and everyday contact with our teams. It highlights the key themes customers have raised, what we've learned from that feedback, and the actions we're taking in response.
We will continue to listen to customers throughout the year and review feedback regularly. A further update will be published once we have reviewed feedback from the second half of 2025/26.
Improving repairs, damp and mould, and home safety
Customers told us that good quality repairs, polite operatives and quick emergency responses are important. Some also said they wanted clearer updates, shorter waiting times and stronger action when issues such as damp and mould continue.
We are strengthening how repairs are planned, monitored and completed. This includes reducing outstanding repairs, improving communication throughout the repair journey, increasing team capacity and taking a more proactive approach to damp and mould. We are also improving digital monitoring so managers have better oversight of repairs, property condition and potential risks.
Alongside this, we continue to carry out safety checks and are reviewing how we communicate information about fire safety, heating systems and home safety requirements.
Improving communal areas and neighbourhoods
Customers told us that the appearance of estates, green spaces and communal areas has a significant impact on how they feel about their neighbourhood. Feedback focused on grounds maintenance, litter, fly-tipping, cleaning standards and the visibility of estate services.
Our new grounds maintenance contract includes additional staffing, improved equipment and more frequent grass and hedge cutting. A dedicated Estate Contract Inspector now monitors performance, supported by joint inspections involving contractors and Trent & Dove colleagues. We will continue to use inspections, surveys and customer feedback to review service standards.
We are also increasing our visibility through estate walkabouts and tenancy visits, while working with customers and partners to address issues such as gardens, parking and neighbourhood concerns.
Tackling anti-social behaviour and helping customers feel safe
Customers told us they want confidence that anti-social behaviour reports will be taken seriously and acted upon. They also want clearer communication, reassurance and better information about what action can and cannot be taken.
We are improving how cases are managed by introducing clearer action plans, explaining evidence requirements earlier and providing better updates throughout the process. We are also reviewing reporting tools, exploring ways to support evidence gathering, increasing our presence on estates and strengthening partnership working with the police and other agencies. Where appropriate, we will continue to promote mediation and provide clearer case closure information.
Making it easier to contact us and get information
Customers value friendly, helpful and professional service when they contact us. They also want clear, accessible information that helps them understand our services and know where to get support.
We are continuing call quality reviews and providing coaching and support to colleagues to maintain high standards of customer service. We are also improving website content, reviewing customer letters and templates, refreshing emergency contact information and making it easier for customers to find the information they need.
Learning from complaints and customer feedback
Customers told us that concerns and dissatisfaction are not always recognised or handled consistently, particularly when issues have not yet become formal complaints.
We are helping colleagues respond more effectively when customers raise concerns, making sure expectations are clear and customers understand what will happen next. We have relaunched our complaints policy, introduced additional training and included complaint-handling objectives for customer-facing colleagues.
A new complaints database is helping us identify recurring issues, track learning and monitor improvement actions so that feedback leads to meaningful service improvements.
Improving housing advice and support
Customers told us they value practical advice, clear communication and personalised support, particularly when facing overcrowding, financial pressures, health concerns or changes in their housing needs.
Customers who raised concerns about overcrowding have been contacted directly and provided with tailored advice. We are also developing clearer guidance on housing options, transfers and the allocations process, helping customers better understand the choices available to them.
Where additional support is needed, we continue to provide tailored assistance and referrals to specialist partners. We are also reviewing information about adaptations and considering how follow-up support can be improved for some customers.
Listening to customers in our Over 55s schemes
Feedback from customers living in our Over 55s schemes was largely positive, with many saying they feel safe, supported and part of their community. Areas highlighted for improvement included window cleaning, communal facilities, hot water issues and grounds maintenance.
We are carrying out regular checks across schemes, reviewing contractor performance, improving communication about service standards and looking at how information is shared about communal areas. Redecoration work is also being completed across several schemes.
Improving information about home improvements, new homes and service charges
Customers told us they would like clearer information about home improvement programmes, replacement timescales, service charges and responsibilities associated with new homes, shared ownership and leasehold properties.
We are improving how investment programmes are explained, including making it clear that a property review does not automatically result in replacement works. A rolling stock condition survey programme is helping us keep property information up to date and prioritise future investment.
We are also improving handover information, simplifying documentation and providing clearer guidance about service charges, management responsibilities and planned works. To make information easier to understand, we have renamed the "Reconciliation Certificate" as the "Service Charge Breakdown".
