Improving how we communicate

Tell us about a communication you’ve received

We know that the way we communicate with you is very important. We’ve worked with a group of residents to design a feedback form that you can use to tell us if you’re happy with the way we've communicated with you. This could be a letter, an email, a telephone call or a face-to-face conversation.

Share your feedback

If you wish to make a complaint about any aspect of our services (including a communication), please visit the complaints page on our website, rather than completing this form.

What will happen after you send this form to us?

A member of the Customer Involvement team will speak to the team, or person, that contacted you - to share the feedback. If something needs to be improved, we'll help them understand why. We'll respond back to you to let you know what we've done.

How else we’re improving our communications

We’ve agreed a way of communicating and a tone of voice, which we call ‘I am Hyde’. It’s a style of writing and speaking that makes sure that we:

  • put the person first - before our policies and processes,
  • take ownership – and don’t hide behind Hyde or pass the issue on to someone else,
  • speak our customers’ language - not housing jargon or corporate speak.

Every new member of Hyde staff now completes training on ‘I am Hyde’ and how to communicate well. The training includes quotes from residents.

Some of our staff have also completed additional training to become coaches. They help colleagues to improve their communications and follow the ‘I am Hyde’ style.

How else you can be involved

We have a resident communications group that helps us to review our approach to communications. They meet roughly four times a year. Let us know if you’d like to join this group.

If you have any questions about any of the information on this page, contact our Customer Involvement team.