Following the launch of our Neighbourhoods and Specialist Housing service, we created our Neighbourhoods and Building Safety Group.
The group is formed of our customers from all regions, who give us feedback about our increased focus on local areas, planned changes and help influence our services.
Thank you to everyone that shared your experience of the service so far, either through attending an online resident group, completing a feedback form or coming along to one of our local events.
Update January 2025
Our Neighbourhoods and Building Safety resident group met on 10 December 2024 to hear updates about our neighbourhoods and building safety services and share their thoughts and experiences to help support ongoing improvement of these services.
Neighbourhood engagement and impact
Lesley Smith, Head of Building Safety & Neighbourhoods reviewed the first year of our Neighbourhood model, highlighting the effectiveness of neighbourhood officers in engaging residents, addressing concerns and the success of in-person events. Lesley also thanked involved residents for their important work including engaging with us.
The group went on the discuss some of the changes we made following customer feedback:
What customers told us
"Customer priorities and input should be considered while designing services."
What we did
We launched our Neighbourhoods and Specialist Housing service in January 2024, improving the way we manage or homes and estates and become closer to our customers. We carried out a survey to support the roll-out of this model. We established our Neighbourhoods & Building Safety resident Group.
What customers told us
"Communication is a priority. Tell me when you’re visiting where I live, what the outcome is, and how to escalate concerns."
What we did
You can check when your neighbourhood officer will be in your area on MyAccount. You can also see inspection dates and communal repairs. We’re also reviewing our customer communication channels including noticeboards, posters, websites and text messages.
What customers told us
"Be more visible and accessible where I live and consider how to connect with customers who don’t live in a block or on an estate."
What we did
We’ve increased the number of local events where residents can speak to their neighbourhood officer and other colleagues within Hyde. We’ve also extended door-knocking activity to reach out to those unable to join local events or who don’t live on an estate. Our neighbourhood officers are out and about more regularly carrying out inspections and checks.
What customers told us
"Consider the requirements for vulnerability and accessibility and adjust your communication to meet those needs."
What we did
Getting to know our residents is a priority. We adapt what we do to meet needs, such as ensuring important information is translated into different languages, trialling newsletters, carrying out vulnerability checks, and applying for funding. It’s important that customers update their communications preferences on MyAccount or by calling Customer Services on 0800 3 282 282.
What customers told us
"Working in partnership and using a joined-up approach are important to resolving local issues."
What we did
We’re having regular joint meetings across Hyde teams and services to address neighbourhood-specific issues. We’ve increased engagement with local stakeholders, community partners and contractors as well.
Building Safety Act and Regulator
Lesley discussed building safety, the Building Safety Act, and the Building Safety Regulator - highlighting the importance of customer feedback and support in developing a communication strategy and responding to emerging changes to legislation.
Next steps
We’ll continue to reach out to customers to see how our services are developing can be further improved. We’ll be using this feedback and some of the points raised to feed into our action and communication plans for 2025.
Previous updates
- July 2024 (PDF, 116KB)
- September 2024 (PDF, 110KB)
Get involved
If you’d like to find out more about this group or other customer engagement opportunities, please email us at [email protected].
What’s changed as a result of customer feedback
- A review our Neighbourhood Officer information, including noticeboards and online
- More visibility of staff.