We’re listening

We’re listening

Each time we engage or consult with customers, we record the feedback which is shared with service managers to feed into improvement plans. Key themes and priorities are also shared with senior leaders, Customer Voice and Group Board so they can hear what our residents are telling us.

On this page you can read the feedback that we’ve received and some examples of how we’re responding to it. We update this page every three months, with outcomes from our most recent engagement activities. For more information about our other customer engagement activities, visit our main customer involvement pages.

Local events and engagement activities 

  • Neighbourhood Patrol Service (North London)

    We consulted with residents in North London about a neighbourhood patrol service we provide in partnership with other landlords in the area. Customers pay for the service through their service charges, so we were keen to:  

    • understand what feedback residents had about the current service  
    • make sure residents know about the service and how much it costs 
    • find out if residents wanted the service to continue. 

     

    • We sent a survey to all residents in the area and asked them the above questions. The survey was sent by letter and by email
    • 58% wanted the service to continue
    • 83% wanted the service to be more visible in their neighbourhood, with more communication
    • As a result, an information sheet/poster about the service is being produced to be displayed on noticeboards. Going forward, operatives will wear uniform and patrol in branded vehicles as well as carry photo ID – to be more noticeable and offer more reassurance.
    • There were some additional requests for operatives to be able to report repairs, but an explanation was given for why this is not possible.
  • Hillcrest Estate and Gunnell Close

    Following the launch of the new neighbourhood service, a drop-in event was held to reconnect with residents, share updates on improvements being made, gather feedback about the ballpark, gauge support for a Tenants' and Residents' Association, and promote MyAccount.

    • Residents told us that they’re happy with the work carried out so far to improve the estate
    • Top concerns include repairs, general upkeep of communal areas, damp and mould and tenancy issues
    • The majority said they know their Neighbourhood Officer, who is visible and approachable
    • As a result, we’re now looking at introducing a regular bulky waste collection. Other issues have been included in a multi-service action plan.