you said, we did June 2025

you said:

As we now report our complaints procedures to the Ombudsman we wanted to check we’re meeting requirements ahead of our annual submission. Customers told us they wanted to know more about how we carry out self assessments for the Ombudsman.

we did:

We invited customers—some who had made a complaint and some who hadn’t—to a group to help us check how we’re doing.

They looked at:

• How easy it is to find out how to complain
• How well our staff are trained
• How we talk to customers during a complaint
• How to contact the Ombudsman if needed

This helped us finish our yearly check for the Housing Ombudsman. We also updated our leaflets and gave people more time to ask for a review—changing it from 20 days to 6 months.

you said:

Customers told us they were interested in how we would be moving towards greener and more energy efficient government targets. We asked what they thought about our plans to install Air Source Heat Pumps in some of our suitable homes.

we did:

Lots of customers were open to trying Air Source Heat Pumps. We used their ideas to make easy guides for anyone getting one. We’ve got funding to start installing them and will test how well they work. Once we’ve checked everything and know what support people need, we’ll install more.

you said:

Customers told us they want to know how we are going to make our homes use less energy and what help we can offer them.

we did:

We held a workshop to talk with customers about making homes more energy efficient. We asked what support they might need during the changes, and we’re using their ideas to help plan the work.

The feedback was really helpful! Our Environmental Team is now using your ideas to create better guides and improve how we work with customers.

you said:

It was identified that there was no policy covering the delivery of planned major refurbishment works. The Major Works Team (Assets and Compliance) proposed a new policy and wanted to incorporate customer feedback and scrutiny before presenting it to Customer Voices and our Board.

we did:

Customers took part in a focus group to review the draft policy and suggest ways it could be improved. As a result of the consultation, 22 recommendations were taken forward for consideration in the draft policy. The policy will be shared on our website once it has been reviewed by Customer Voices and considered/approved by our Board.