Posted on 11 February 2025
Improving the way we manage our homes and the services we provide to you
A year ago, we set out on a mission to improve the way we manage our homes and the services we provide to you.
Based on customer feedback, we introduced our Neighbourhoods and Specialist Housing service – a customer-first approach designed to bring us closer to you, and better meet your needs.
Twelve months on, we’re proud to reflect on the impact this change has had. From providing more tailored support to delivering local solutions. Our teams have been working hard to enhance the way we deliver services to you.
Lesley Smith, Hyde’s Head of Building Safety and Neighbourhoods, said: “This past year has been transformative. We introduced this service to create a more localised and responsive approach. From improving customer support to strengthening relationships within our communities, we remain committed to delivering the best possible service. We’re looking forward to building on what we’ve already achieved and improving our services even further.”
Together we have:
- Strengthened local presence: we introduced the neighbourhood officer role, which sits at the heart of our communities, ensuring customers have a direct, familiar point of contact. This has meant quicker responses, more personalised support and a better understanding of local needs. We increased the number of neighbourhoods from 37 to 55. Each neighbourhood now has an average of 750 homes - a third fewer than before - which means our teams spend more time in the community, building relationships with our customers.
- Improved customer support: through our Specialist Housing team, we’ve provided targeted support to our customers living in specialist housing. Whether it’s supporting older residents in their homes, providing digital training, or working closely with local agencies to provide tailored services, we’ve been there to help.
- Safe, well-maintained homes: our priority is ensuring that you are safe and comfortable in your home. Over the past year, we’ve completed thousands of inspections, health and safety checks, repairs and building safety improvements to ensure resident and building safety. We’ve put more resources into delivering local services and have brought some compliance checks in-house including fire door checks and emergency lighting tests. This will ultimately reduce service charges.
- Building stronger relationships: listening to your feedback has helped us deliver on the things that matter most to you. We’ve expanded our engagement channels, created various focus groups, held more drop-in events and strengthened partnerships with local groups, ensuring that your voice continues to shape the services we provide.
Looking ahead
While we’re proud of what we’ve achieved, we know there’s more to be done. We’re committed to keeping you safe in your home, improving our services and strengthening the relationships we’re building.