Welcome to the first edition of ‘Engage’
This is our online magazine to keep you updated on how your feedback has made a difference to our services.
Through surveys, learnings from complaints and focus groups, we are able to pull together what matters most to you and where you feel we need to do better.
Your voice matters – it shapes the way we work every day – and twice a year, Engage will update you on how you have made a difference.
Your voice in numbers
| Focus groups: digital and face to face | Number of customers engaged |
|---|---|
| Repairs service focus groupRepairs Service Focus Group | 12 |
| Annual Report Focus Group | 11 |
| Service Standards Focus Group 1 | 10 |
| Service Standards Focus Group 2 | 2 |
| Customer Surveys – Telephone, Email & Face to Face | Number of customers engaged |
|---|---|
| New Build – Transactional | 40 |
| Damp & Mould - Transactional | 11 |
| Damp & Mould - Transactional | 88 |
| Complaints - Transactional | 77 |
| Gas - Transactional | 788 |
| Lettings to Keys - Transactional | 70 |
| Major Works - Transactional | 186 |
| Repairs - Transactional | 1175 |
| Safer Neighbourhoods - Transactional | 26 |
| Electrical - Transactional | 176 |
| Tenant Satisfaction Measures | 1165 |
| Complaints Closed - Follow up survey | 37 |
| Deanside & Eastlea Consultation (Tenants & Residents) | 51 |
| Crook & Billy Row Consultation | 40 |
| Who are our customers (what matters most) survey | 1,576 |
| Innovation Fund | 18 |
| Tree Policy | 39 |
| App and Portal Testing | 120 |
| Newsletter Content Survey | 28 |
| Service Standards Survey | 48 |
| Other | Number of customers engaged |
|---|---|
| Complaints Panel x 2 | 13 |
| Northern Housing Consortium conference | 7 |
| Durham Key Options allocations | 5 |
Latest updates
New Customer Complaints Panel
We have set up a new Customer Complaints Panel to help us deal with complaints better. The panel is made up of believe housing customers and meets four times a year. They check that our complaints process is fair and works well.
The panel looks at common issues and ways we can improve, not individual complaints. All information shared is anonymous. They also help us check that we follow the Housing Ombudsman’s rules.
So far, the panel has reviewed our complaints guidance and how we are doing. In the future, they will look at compensation, how customers experience the process, and how we fix problems. We have also added a survey after complaints close, so customers can tell us how we did.
Repairs Policy review
As part of our Repairs Policy review, we asked customers about their experiences. This included how easy it is to report repairs and how confident people feel doing small repairs themselves.
Your feedback showed that some customers needed clearer advice on how to do these repairs safely.
Because of this, we updated the DIY videos on our website. The videos are now shorter and easier to use. They cover issues like damp and mould, tightening cupboard doors, cleaning small patches of mould, and bleeding radiators.
We also added QR codes so staff can show customers the videos when visiting their homes. This makes it quick and easy to find step‑by‑step help on a smartphone.
Our Customer Hub has had extra training so they can book the right repairs and talk customers through simple fixes.
Finally, we worked with colleagues and customers to create a new training programme called Beyond the Doorstep. A trial has worked well, and we plan to roll this out to all repairs staff and contractors.
tree policy review
One of our jobs is to make sure trees on believe housing land are safe. This helps us follow government rules.
We asked customers to look at our draft Tree Policy at a focus group. People asked us to explain more clearly how we check trees. They wanted to understand the difference between basic checks and detailed checks.
Because of this, we added more information to the policy. This made it clearer how we make sure trees are safe and stable.
After making these changes, we shared the policy on our website and asked customers to give their views through an online survey.
Most people were happy with the policy.
• 95% said it was clear and easy to understand
• 95% liked the language and felt it included everyone
• 90% said it clearly explained what customers are responsible for when they have trees in their garden or home area
Because the feedback was so positive, we did not need to make any more changes. Customers were happy with the policy as it is.
How you’ve helped:
Deneside and Eastlea
Our Community Investment Team gave about £30,000 to a charity called Groundwork. Groundwork helps local communities make their areas better places to live. One of the projects took place in Deneside and Eastlea in Seaham. We wanted to know what people living there thought about the area and what they felt could be improved. To hear from as many people as possible, we emailed customers who had an email address. We also sent postcards to everyone else. These invited people to fill in a survey or come to drop‑in sessions at local community centres. Groundwork also worked with young people to find out what was important in the area. The young people took photos of problems, looked at all the feedback and created a community profile.
They have now picked the main issues that need fixing. The young people are creating projects to help make these improvements happen. Including young people is helping to create positive change and encouraging people to get involved in their community.
We will share updates in the next issue of Engage. We will also come back to the area near the end of the project to see the difference it has made.
Grant panel membership
We wanted to understand whether our customers experienced any barriers to joining our grant panel. A telephone consultation was carried out to identify whether we could make the process easier for customers.
Your feedback has helped the Community Investment Team to provide clearer information on how the panel operates, the level of commitment needed before applying, and improved training once someone becomes a member.
They now offer one-to‑one support or the option for customers to work through the information independently, if preferred. Digital support training is also available on request.
To find out more about becoming involved in the grant panel, contact the Community Investment Team at communitygrant@believehousing.co.uk or by calling 0300 1311 999.
New survey partner helps to hear your views
believe housing has partnered up with trusted research company, Acuity, to make sure customers’ views feed in to how we work.
Acuity gathers feedback on our behalf by carrying out telephone and email surveys. The views given help us to understand what’s working well and where we can improve.
Customers are contacted by Acuity after they’ve used one of our services, as well as carry out our Tenant Satisfaction Measures surveys.
Customer Voices’ update
Putting our customers’ voices at the heart of everything we do
At believe housing, our core values state that we do the right thing for our customers, colleagues and business. To ensure these values are reflected in everything we do, we work closely with Customer Voices, a dedicated group of up to 10 tenants and leaseholders, along with two independent members. Customer Voices plays a vital role in shaping, challenging and strengthening the way we deliver our services. By bringing together real customer experience with independent insight, the group ensures we are continually listening, learning and improving.
Their key responsibilities include:
- Taking a close look at our services to see what’s working well and where we can improve.
- Checking whether our services meet your needs, based on real experiences.
- Spotting good practice and making suggestions to help us do things even better.
- Highlighting what’s working well and suggesting changes where there are opportunities to do better.
At the end of last year, we were delighted to welcome several new members to the group, who have brought a fresh perspectives and add to the diverse range of experiences and opinions. Customer Voices has now started work on its latest scrutiny review. This time, the group is exploring how believe housing keeps customers informed about the things that matter most to them. They will present the findings of this review to the Board in the coming months.
Latest news
What we’ve doing to help our customers and our community:
Making online services more inclusive
Last year, our Board approved a proposal to ensure all our digital content is inclusive, user-friendly and easy to find through online search engines. We’re committed to complying with the international standards set out in the Web Content Accessibility Guidelines (WCAG) 2.2. These guidelines aim to make websites and online services more accessible and inclusive for all users of digital content. Our Marketing and Communications Team worked hard to update our website to meet the new standards, as well as providing an accessibility tool Recite Me throughout the site. This work supports our values of doing the right thing for our customers and helps ensure we communicate effectively when sharing feedback, news and information about our services.
Loan shark awareness
Our Tenancy Sustainment and Neighbourhood Teams worked with partners, including Durham County Council, to help people understand the dangers of loan sharks.
Loan sharks are illegal money lenders. They offer quick cash, which can be tempting when money is tight. However, these loans often lead to much bigger debts, as well as threats and bullying.
We shared information with over 300 customers by knocking on doors. We also shared advice on social media, our website, our digital newsletter and in local news. This helped people spot warning signs, report worries, and find safe and trusted help with money and legal advice.
In February and March, staff across the business received special training so they can better support customers who may be struggling.
If you are worried about a loan shark, contact Stop Loan Sharks on 0300 555 2222, visit www.stoploansharks.co.uk, or WhatsApp 07700 102773 (Monday to Friday, 9am–8pm).
If someone is in immediate danger, always call 999.
What our customers are saying:
One of our customers, Ann Lee, shared her experience of getting involved and giving feedback. She said:
“I first became involved with the customer engagement team by accident! While reporting a repair on the app I stumbled over a “get involved” message, I clicked on it entered my details. Someone from the team rang me back for a chat and I was invited to my first meeting. Anyone can get involved if you’re prepared to give up a couple of hours to have a cuppa and listen to what believe housing have to say, then give honest feedback in a respectful manner. It’s not a place to air your own personal issues, but to be a voice of reason for the thousands of other tenants. It’s a good feeling to see something you and the rest of the group suggested put into practice so if you have time why not put your name forward.”
"Anyone can get involved if you’re prepared to give up a couple of hours to have a cuppa and listen to what believe housing have to say, then give honest feedback in a respectful manner. It’s not a place to air your own personal issues, but to be a voice of reason for the thousands of other tenants"
Ann Lee
Insight: how we listened and put it right
Collapsed drain repairs
A collapsed drain repair that took a while to resolve, and left her garden unsafe for her young son, prompted customer Miss Taylor to make a complaint with our Customer Insight Team. She told us she felt the work was taking too much time and poor communication between departments was working against her until the Insight Team got involved.
She said: “After feeling frustrated with a lack of communication from believe housing, I asked to raise a complaint – and I couldn’t have asked for a better experience. Craig was beyond helpful, going to extra mile and above and beyond what I would have expected. He checked in with me more than once a week to let me know how things were progressing and got all of my queries answered and fully looked into within 14 days.”
The garden drainage problems are now resolved, and Miss Taylor’s garden is tidy and accessible for her son.
More information on how to make a complaint can be found here on our website.
How We’re Making Improvements
Customer Consultation in Crook
We spoke to customers in Waterloo Close, Flanders Way in Crook, and Stanley Way, Billy Row to find out how we could improve their areas.
Our team went door to door and also sent emails to ask people for their views.
From the feedback, the neighbourhood team is now working with Durham County Council Wardens to deal with dog fouling. Wardens are doing extra patrols, and we are looking into adding dog waste bins. One customer is already being dealt with for not cleaning up after their dog.
Fly tipping was also raised. We are working with local business owners and the council to tackle this. As it is an ongoing issue, we are planning a community clean‑up day when the weather is warmer.
Some customers were worried about bins blocking pathways. Because of this, we are looking at adding bin stores in shared areas as part of our 2026–2027 neighbourhood plan.
Inconsiderate parking was a concern in Billy Row. We looked at adding more parking spaces, but this is too expensive at the moment. As we cannot enforce parking rules, customers should report problems to the right organisation:
- Illegal or abandoned vehicles – Durham County Council parkingservices@durham.gov.uk | ☎ 03000 263 985
- Blocked pavements or dangerous parking – Call 101
- Blocked driveways – Call 101 if the problem keeps happening
Sign up today and have your say
We’d love to hear from you if you want to share your views and help shape how we do things. Ways to get involved include joining a focus group, customer journey mapping, website testing, taking part in surveys – and giving us feedback on Engage!
We’re happy for you to give as much or as little time as you’d like. It’s your opinion that’s important, so whatever works best for you is fine with us.
You can sign up at get involved | believe housing or for more information email engagement@believehousing.co.uk or call 0300 1311 999.