You said, we did!

Listening to residents, acting on feedback
We know how important it is to listen and learn. Here are some of the changes we've made in response to recent complaints, tenant feedback and lessons learned across services.

Operative behaviour at the doorstep
You said: One resident reported poor attitude from a contractor.
We did: We reviewed our expectations, consulted with the Tenant Engagement Group and rolled out updated toolbox talks to all operatives to reinforce standards.

Support for vulnerable residents out of hours
You said: A call-out was refused without considering the tenant's needs.
We did: we have updated how vulnerabilities are flagged in Connect Software, changed the out-of-hours script and briefed staff to ensure vulnerabilities are recognised and acted on properly.

Failed visits and unresolved repairs
You said: Some basic repairs led to multiple visits and delays.
We did: We now check diagnostic notes before visits and use iAuditor software on tablets to improve job scoping and accuracy from the outset.

Poor access in bad weather
You said: Contractors failed to attend during snow, with no backup.
We did: We have added weather contingencies to contractor agreements, including a request for a 4x4 available. We have also built out-of-hours resilience into our own team.

Damp, mould and disrepair delays
You said: It took too long to get a response.
We did: Based on tenant feedback and to comply with legislation introduced in October 2025 we -

•  Address all emergency repairs within 24 hours
• Address damp and mould hazards which present 'a significant risk of harm' within fixed timescales; specifically, we
  • Investigate potential hazards (including damp and mould) within 10 working days and provide a written summary within three working days of concluding the investigation.
  • If a hazard poses a significant risk, we take action within five working days, including making the property safe and starting repairs within a reasonable time.
  • If an emergency hazard is found, we act within 24 hours.
  • If a property cannot be made safe within the required timeframe, we offer suitable alternative accommodation.

Lack of updates when jobs are passed between teams
You said: Tenants weren't told when contractors changed.
We did: Our software now sends automatic texts or calls when jobs are reassigned so residents know who to expect and when.

Decent Homes and targeted investment
You said: We want investment where it's most needed.
We did: Stock condition surveys are now in use to target improvements based on age, condition and compliance risk. We are building a forward programme of works with the council.

Contractor quality and performance
You said: It's hard to know if contractors are doing a good job.
We did: We are collecting photos, resident satisfaction data and tracking performance against KPIs. This is reviewed at contract meetings.