Help us continue our improvement journey

Over the past few months, we’ve made some changes to the way we provide housing management services to you.

We want to move to a simpler model that helps us deliver a more reliable and consistent service. So, in June, we introduced a single point of contact for any housing management enquiry, known as your Neighbourhood Housing Lead.

Your new Neighbourhood Housing Lead may have already contacted or visited you - if not, you will be hearing from them soon.

When recruiting these colleagues, we used resident feedback in our recruitment process, to help us appoint staff who meet your needs.

We’ve also launched our new Housing Management Complaints team. If you have experienced an issue, we want to hear about it, and how effectively we resolve it for you. We’re also reviewing our complaints reporting process – when we make changes to our complaints process, we will let you know. Our aim is to resolve your concerns at the first instant.

As we continue our improvement journey, we want to hear from you about how we are doing. We know we can always do better, and your feedback is essential to helping us make the right changes.

We’ll be releasing a bi-monthly satisfaction survey to you, every two months, asking for feedback on our new ways of working. The next survey will be in October, and we would be grateful if you could spare the time to give us your thoughts.