We’re committed to ensuring every resident has a positive experience, feels heard, and takes pride in their home. To achieve this, we have developed two key strategies: the Resident Influence and Impact Strategy and the Excellent Customer Services Strategy. Together, these provide a clear framework to enhance engagement, improve service quality, and strengthen accountability across the organisation.
We are expanding and diversifying opportunities for residents to influence our services, policies, and priorities. Initiatives such as the resident scrutiny panel, mystery shopping, resident inspectors, and our communications network make involvement more accessible and inclusive. 
This approach ensures we hear from a broader range of residents, including those often underrepresented. Insights from this engagement directly inform service improvements, and we are committed to showing how resident feedback leads to tangible change.
Residents expect timely, accurate, and respectful support. To meet this, we are updating our customer service standards with a focus on:
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Getting it right first time
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Clear communication throughout repairs and service requests
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Consistent follow‑up and timely updates
We are investing in staff training and modernising our systems so teams have the tools and information needed to resolve issues quickly and effectively. Compliments, complaints, and real-time feedback will continue to guide ongoing improvements.
Stakeholders have told us that clarity and accountability are essential. In response, we are establishing clear, measurable standards for:
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Emergency, urgent, and routine repairs
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Estate services, including grounds maintenance and cleaning
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Communication expectations across all service areas
We will publish these standards in one accessible location, along with regular performance reports, so residents and stakeholders can track progress and identify areas for improvement.
We’re also strengthening our approach to anti‑social behaviour, ensuring faster contact for high‑risk cases, regular updates, and tailored support, recognising that safety and wellbeing are fundamental to a positive housing experience.
We are improving the usability of our online services and removing barriers such as limited digital access, skills, or confidence. This ensures more residents can use convenient online options while still having the option to speak directly with someone when needed.
By using improved resident data and insights, we are adapting our services to meet individual needs. This may include additional support during repairs, clearer communication formats, or coordinated responses across teams. Our goal is to ensure every resident receives fair, respectful, and responsive service.
We will continue to gather insights through surveys, quick feedback tools, and complaint data. Performance will be monitored using Tenant Satisfaction Measures, focusing on how effectively we communicate:
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The quality of repairs and estate services
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The handling of complaints
We will publish results openly to show progress and highlight areas that need further action.
Resident feedback and insight remain central to shaping our future. By working together, we can deliver services that better meet our residents’ needs.