2025 - Together We Have

Challenged us about the number of homes that met the Decent Homes standard

Designed a Tenant Void Inspectors program and trained volunteers to carry out inspections on properties before we re-let them to new tenants.

Officer/Wates Away days/ Landlord Services/Scrutiny sessions throughout 2024/25

You asked us to engage more with customers about repairs and wanted us to be visible in the community

We listened to feedback. We have now set up the Tenants Repairs Group and Tenant Inspectors, held Community Impact Days, and run drop-in sessions at the Concourse so you can meet us face-to-face.

Repairs & Servicing Group - April 2025

Improve communication to customers in general in relation to repairs

We now send update letters when there are delays (like roofing works) and have a dedicated Customer Liaison Officer to keep you informed.

Consider including a breakdown of all aspects covered by service charges within the Leaseholder Policy

We have now recruited to the post of Rent and Service Charge Manager, whose role it is to assist with clarity around service charges for tenants and Leaseholders.

Prefer the suggested alternative title 'Together We Have' - it not only sounds better but shows we all work together

Changed the terminology we use from 'You Said, We Are Doing' to 'Together We Have'. 

Tenants asked us to redesign the Tenant Newsletter. You asked us to provide a more engaging newsletter, with the inclusion of seasonal items, more photos and a generally more inclusive communication.

Redesigned the tenant newsletter to be more vibrant and inclusive. This will include more photos showcasing tenant activities, and features that highlight diverse voices and stories across our communities. We are also making sure the style is easier to read and visually appealing, so that every edition feels fresh, relevant and enjoyable.

You asked us to review guidance and information provided on Asbestos including what tenants can safely do in their homes, and how to report it.  

We have improved the information available by sending out a clear and accessible asbestos guidance letter alongside the Summer Newsletter. This ensures all tenants have up-to-date advice staying safe in their homes.

You asked us to revise communications and instruct the correct tradesperson to attend properties when repairs are carried out.

Included the Trade in the appointment notification to our Tenants, allowing for any mismatches to be spotted earlier, and rectified without affecting appointment times and further visits.

Scrutiny of Wates - August 2025

Be more transparent with available booking slots and set realistic expectations

We’ve improved our system so around 80% of repair slots are now visible and accurate when you book.

Scrutiny of Wates - August 2025

Provide reports on missed appointments to improve communication and key messaging.

We have worked with our Contractor Wates and now receive regular reports from on missed appointments so we can track and improve performance.

Scrutiny of Wates - August 2025

Promote how tenants can review the jobs they have raised on self service portal

Our communications team now regularly promote this information in social media, and it is a standing item in our tenant newsletter.