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Home Owners service improvements

About this project  

We understand that many of our homeowners are not happy with our services. We want to know why this is, and what we need to do to improve. We want to hear from as many homeowners as possible to find out more about their/your experiences of buying, owning, and living in a Hyde managed property.

We’re working in partnership with our Home Owners Panel on this project. They have given us advice about the consultation and will help us to decide what actions we should take.

What has happened so far

In April 2021 we sent out a survey to 7,649 homeowners to ask for feedback about our services and received 382 responses. Many respondents told us that they do not feel listened to or reassured that we care about them. Some were angry, frustrated, and disappointed, mainly about:

  • how well we keep customers informed
  • how quickly we respond and provide services when requested
  • how easy it is for customers to contact the right person within Hyde.

We worked with the Home Owners Panel to look at all the feedback that was shared through the survey. Together, we put the feedback into six main themes:

  1. Communication – homeowners have said they want our replies to be quicker, for it to be easier to contact the right person and for us to be better at listening and customer care. They want to see more respect, honesty, and integrity from Hyde staff.
  2. Service charges – homeowners were concerned about accuracy and transparency of accounts. They want to see detailed breakdowns, cost levels, improved estimates and to see evidence of value for money.
  3. Repairs and estate services – speed and timeliness of repairs were a priority, as was better workmanship, management of contractors and more reliable cleaning and gardening services.
  4. ‘Navigating’ Hyde – several comments were made about how difficult residents find it to access services, to get answers and to have issues resolved efficiently.  
  5. Building safety – we received requests to improve our response to fire safety and to handle the issues of external wall certification and cladding more effectively.
  6. Transparency and working with customers – homeowners felt that we should work more closely with them. They requested more empowered local leadership and for improved investigations and explanations of issues.

What will happen next?

We are going to hold monthly focus groups with homeowners to listen to their views on the survey findings. Each focus group session will focus on a different theme, and the meetings will be run jointly by Hyde staff and members of the Home Owners Panel.

Sessions will be held online via Zoom on weekday evenings between July to October 2021. Please see the dates below, as well as a link to sign up.

Date

What theme will we be talking about

Wednesday 21 July, 5.30pm – 6.30pm

Communication

Tuesday 17 August, 5.30pm – 6.30pm

Repairs and Estate Services

Wednesday 22 September, 5.30pm – 6.30pm

Navigating Hyde

Tuesday 19 October, 5.30pm – 6.30pm

Transparency and working with customers

Follow this link to sign up to join one of the focus groups. If you don’t want to or cannot attend a meeting you can also use this link to provide further feedback about these services via an online survey.

What else are you doing?

There are a few other consultation projects happening at the moment. We will make sure that the feedback from these also feeds into this wider homeowner consultation. The other projects include:

  • Section 20 consultations
  • Home User Guide (HUG) review
  • Resident-led inspections into sinking funds and new building defects.

When can we expect to see some results?

After the final focus group in October, we will work with the Home Owners Panel to agree a set of actions. We expect to be able to share this with everyone in November, so you can see what steps we are going to take to improve services for our homeowners.