As community-based landlord we value the time and energy tenants give in engaging with us. We have a common goal- to improve their homes and communities and wherever possible promote opportunities for tenants to improve their lives
Here’s how tenant voices are making a difference so far:
Living well, year round
During our Rent affordability snap survey in June 2025, many tenants told us that there are peak times within the year where they struggled financially more than others.
You Said: School holidays and Christmas are times of the year when it can be difficult to afford to pay our rent.
We Did: We provide welfare packs and food hampers to those who struggle during these periods. Proactively identifying tenants who could benefit from additional support.
You Said: Energy costs remain a key factor for affordability.
We Did: We ran local community sessions to with specialist agencies to provide support and advice on energy saving techniques.
Greener Spaces done right for our communities
When the idea of “No Mow May” was raised, tenants told us that they preferred tidy well-maintained gardens, but still supported efforts to encourage biodiversity.
You Said: Keep gardens and communal spaces neat whilst supporting nature.
We Did: Caretakers will continue cutting grass throughout May, focussing on outer sections to promote biodiversity while keeping shared spaces looking care for.
A more supportive approach to communications relating to Rent Collection
During our Summer 2025 affordability focus groups, tenants highlighted that arrears letters could feel impersonal, harsh and overly formal.
You Said: Change the tone and language of letters to be more supportive.
We Did: We revised and redesigned our arrears letters to make them clearer, more empathetic and focussed on the support available. The updated versions were shaped and approved by our Tenant Voice Panel.
Getting you to the Right Team, Faster
We heard that reaching the right person in the first telephone call wasn’t always easy.
You Said: Improve the phone system so that I can speak to the right person without leaving a message or calling back.
We Did: We have updated our telephone system to better reflect service areas, helping to route calls to the right teams more quickly. We have increased staff in the team where call volumes are highest and our queuing system now ensures that when your call is answered, it is by the team best placed to help.
Clearer information on your Home
Something as simple as locating a stop tap can become stressful without the right information.
You Said: Provide clearer guidance on where stop taps are located.
We Did: We updated the tenant handbook with a dedicated section explaining what stop taps look like and where they are commonly found, helping tenants feel more confident and prepared.
Building More Homes for the Future
Tenants shared an important perspective; while new homes often bring energy efficiency benefits, there’s also a need to keep building to meet demand.
You Said: Continue building more homes in the borough.
We Did: Working with tenants, we agreed to introduce a slightly higher rent for new-build homes. This approach helps ensure we can continue investing in and delivering new housing for the community.
