News | April 2025
plans for 22 new affordable homes in Durham
believe housing hopes to build 22 new affordable homes on the outskirts of Durham, redeveloping the site of outdated houses that are set to be demolished.
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Customer feedback - January
At believe housing, we’re always looking for ways to improve the services we offer.
Each quarter, we share the positive actions and results that have come from the feedback we’ve received from our customers, along with the steps we’ve taken — and plan to take — to keep making things even better.
Here’s what we’ve been working on recently:
you said
Customers often refuse access for major home improvements, causing delays and extra costs. The Major Works team has asked Customer Engagement to investigate the reasons and find ways to support customers better.
we did
The Engagement and Major Works team conducted consultations to understand refusals and offer tailored services like packing, cleaning, and childcare. They showcased planned improvements, resulting in 3 out of 15 refusals re-joining the program for 2024/25, potentially saving 15% in costs. The team is now exploring ways to expand this successful approach.
you said
We invited customers to let us know what they valued from our services, how we could improve our current offer and how they felt we could enhance our communities. We held a focus group and sent out a survey to all customers with an email address inviting them to take part.
we did
A new customer strategy is being developed based on feedback from 998 survey responses. This input will be included in the updated Corporate Plan, set to launch later this year. A session with customers is scheduled this month to gather their thoughts on the final version.
you said
Customers let us know it’s frustrating when a repair can’t be completed on the first visit due to lack of parts or wrong trade attending the repair.
we did
We’ve carried out training and now our trades staff create follow on appointments wherever possible with the customer before leaving their homes. Staff in the Customer Hub also received more training on repairs calls to ensure we get the right trades attend.
older man standing next to military medals.
News | April 2025
veteran overcomes homelessness with new believe housing home
An army veteran who faced homelessness when his house was repossessed says he was “barely managing” his situation until he secured a new home with believe housing.
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North East Mayor Kim McGuinness walking in housing estate with believe housing staff
News | April 2025
Kim McGuinness praises believe housing’s energy upgrades and vows to expand retrofit in region
North East Mayor Kim McGuinness has praised believe housing for its ongoing programme of home energy upgrades.
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News | April 2025
clubhouse revamped thanks to believe housing and decorating contractor
A County Durham football club’s venue has been enhanced for fans and the wider community after its clubhouse was revamped.
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