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.

Categories
Overhead view of an adult sitting on a sofa using a laptop, with a young child sitting beside them. The laptop rests on the adult's lap in a home setting, illustrating online learning, remote working or digital skills development.
believe housing news, News | August 2026

free online training could be your first step towards work

Free online training from believe housing can help customers build skills, boost confidence and move closer to work. Support is also available with CVs, job searches, applications and interviews.

Read in full