Thanks to valuable feedback from our Customer Assurances Group, we learned that customers wanted a Void Inspector role to ensure our empty homes meet our void home standards. This role helps guarantee that new tenants move into a clean, functional, and welcoming space they can be proud of.
In response, we introduced the Void Inspector role in January. Following a successful recruitment campaign, we now have a dedicated team in place. In March, they came together to discuss their responsibilities, the areas they’ll cover, and essential safety measures for their inspections.
We’re excited to see how this new role enhances the quality of our homes and improves the experience for our tenants.
Read more about how their first meeting went here
At our coffee mornings and roadshows, customers in our villages expressed a strong desire for more events and activities within their homes and communities. In direct response, we invested in a brand-new Activities and Events Coordinator role in 2024, ensuring a consistent, engaging calendar of activities across our villages and customer hubs. These events aim to help residents develop new skills, stay active, and enhance their overall well-being.
Following a successful recruitment campaign, we've welcomed two new team members into our villages and are actively seeking a third to complete the team. We’re excited to see how this initiative will expand opportunities, bring communities together, and create vibrant, welcoming spaces for everyone to enjoy.
After receiving feedback from our Customer Assurances Group requesting more clarity on repair responsibilities, we launched our ‘Who Fixes It?’ campaign.
Working closely with customers, we developed this initiative to clearly outline who is responsible for different types of repairs in our homes. The campaign, which launched in February, addresses the most common repair-related questions, helping to ensure our homes remain safe and well-maintained.
To reach as many people as possible, we took a multi-channel approach, sharing information through our website, community posters, customer leaflets, residents' magazine, staff communications, and social media.
We’re excited to see how this campaign helps our tenants better understand their repair responsibilities—making the process clearer and more efficient for everyone.
In response to customer feedback asking for a simpler and more seamless experience, we launched a digital transformation project in 2024, starting with the redevelopment of our Group website.
We collaborated with leaders across the Group and engaged customers throughout the process to ensure the new site truly met their needs. Our main goal was to make the website as intuitive and user-friendly as possible. To achieve this, we streamlined content, improved navigation, and ensured users could find what they needed in just a few clicks—all while keeping essential information easily accessible for managing their homes and accessing services.
Accessibility was another key focus. That’s why we introduced new features, including read-aloud functionality, language translation, adjustable contrast, and customizable colors to make the site more inclusive.
The response so far has been overwhelmingly positive, with the site even receiving praise on local radio for its ease of use. We remain committed to continuously improving the experience, working closely with customers to refine and enhance the platform based on their feedback.
Find out more about the journey here
In November last year, we launched scheme walkabouts, bringing together Neighbourhood Officers and the Property Team to carry out on-site checks and engage directly with residents in their communities.
Each month, the team conducts multiple walkabouts, using customer feedback to drive meaningful improvements that enhance our neighbourhoods and foster a sense of pride. Between November and the end of March, nearly 100 scheme inspections have been completed.
Recent actions include:
✅ Replacing fence panels
✅ Repainting porch entrances
✅ Tidying communal areas
✅ Installing grab rails
✅ Treating weeds
✅ Advising on bin replacements
We’re also tackling larger-scale projects, such as removing overgrown bushes from car parks and scheduling cyclical repairs to windows and roofs.
By listening to residents and acting on their feedback, we’re working to create safer, cleaner, and more welcoming communities.
👉 Read Neighbourhood Officer Helen’s "Day in the Life", where she shares how scheme walkabouts help bring customer feedback to life here
Want to provide your feedback on our homes or services?
Complete our feedback, compliments, or complaints form so we can use your feedback to improve our homes and services.
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