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believe housing hopes to build 22 new affordable homes on the outskirts of Durham, redeveloping the site of outdated houses that are set to be demolished.
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You Said, We Listened
As a result of customer feedback we’ve made many changes, some examples are:
You said
Customers voiced their concerns when appointments needed to be re-arranged, they were not happy to be notified via text message. They let us know they’d prefer to receive a telephone call to make alternative arrangements.
We did
We have now set up contact reminders for the planning team to ensure all customers are contacted by telephone to discuss any appointment changes.
You said
Customers let us know the communication between departments needed to improve.
We did
Repairs set up three “pods” each containing a Team Leader to work closely with the planners. New work allocation trays were set up in our internal communication system (QL) for each pod, this has proven successful as we’ve seen a significant improvement in the amount of queries now answered within a timely manner.
You said
We asked customers what they think of our current recharge policy and if they agreed with proposed increases in the charges relating to No Access Costs, Damages/Void Repairs and Unauthorised Alterations.
We did
Customers were wholeheartedly behind the increases in these charges; however they would like us to ensure vulnerable and elderly are considered before any charges are made. A new policy has been approved by our Customer Voices group and it’s going to the Performance and Standard Committee next for final check before being published on our website.
You said
We occasionally have tenants whose actions or behaviour towards staff members is considered unacceptable. We held a workshop with tenants to discuss our definition of unacceptable behaviours and the action we take to protect the health and wellbeing of our staff. The group gave input on the policy and changes were made around the definitions and the actions as a result of their contributions.
We did
All suggested changes around the definitions and the actions were approved by Board and the new policy is now in place and available to view on our website.
You said
Grape Lane Update:
Early this year customers reported a sharp increase in antisocial behaviour in the area, the neighbourhood team has continued working with residents to improve the situation.
We did
Since being made aware of problems in the area the housing team has continued working hard to improve the situation for residents. We have worked with our partners and residents to reduce ASB in the area, customers have reported the area has improved and become a lot calmer.
You said
Although delighted with their new build homes some customers reported no plumbing had been installed for washing machines and the space allocated for the machines was not quite wide enough.
We did
This has been remedied as the plumbing and width of allocated area are now included in the final inspection before new homes are let.
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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