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Your voice matters. The feedback you give us is important and we've made changes based on what you said. Thank you for helping us to improve our service.

We’re working in lots of areas to improve our service. Here are some examples of how we are using your feedback.

This annual survey tells us how satisfied you are with our service. From this we can see which areas you are satisfied with and if there are any areas where you are dissatisfied.

Find out more on this annual survey on our tenant satisfaction measures webpage.

We also use this survey to decide on where our annual door knock event will take place. In 2024 it was in Gossops Green.

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We have now got the results from the 2024 to 2025 Tenant Satisfaction Measures survey and are analysing them.

You told us “We get involved and we give you our comments, but we don’t hear what you’ve done with them”.

To keep you informed we have produced some event feedback documents and we’ll also use this web page to update you. You can find links to the event feedback documents throughout this page.

You told us that our maintenance and repairs surveys were not sent out in a timely manner.

To address this, we are working with our contractors to send you a short five question survey once they have finished any work. This should be in place later this year.

You told us that fencing should not be included as the tenant’s responsibility in the Maintenance and Repairs Policy. Councillors agreed and fencing remains the responsibility of the council.

When reviewing the Damp and Mould Policy, you told us that our approach was good and that educating residents was important. We want to continue to provide useful information on damp and mould and we’re working on this now.

The Tenant and Leaseholder Action Panel (TLAP) complaints subgroup told us our complaint response letters were inconsistent.

We now have a template for these letters which helps the writer to make sure they have covered every aspect of the complaint.

We had some complaints where you told us the behaviour and attitude of our operatives was unacceptable.

To address this we have produced a code of conduct which we expect all contractors and staff to follow. Find out more about what we expect on the contractor and staff code of conduct webpage.

We held a tenant conference in September 2024 which was well attended and gave us some great feedback.

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You told us at the tenant conference that we don’t give you enough notice of our events.

We now aim to let you know at least four weeks before an event takes place with a reminder nearer the day. We’ve also added a calendar of our engagement events on the website. View upcoming events on our resident engagement calendar webpage.

Keep up to date on our events as well the latest news from ������վ Homes, including opportunities to get involved, by registering for email updates from us. You can change your subscription preferences at any time.

You told us at the tenant conference you were concerned about unsafe and poorly maintained homes.

To address this we are rolling out a stock condition survey of all our homes over the next three years. Find out more on our stock condition survey webpage.