We’re listening

• Rent setting and service charges: members challenged the impact of new sinking funds on some customers. The team will bear these concerns in mind when communicating about sinking funds. Additional resident consultation will take place for those with significant increases in charges.
• THCH integration: members examined satisfaction scores and discussed the effectiveness of recent changes. CV will continue to monitor satisfaction from this new area.
• Communal cleaning contracts: The group discussed the rollout of new cleaning contracts, sharing varied feedback from different areas. Again, the group will continue to monitor satisfaction to make sure that service standards do not drop.
• Housing perks scheme: Members welcomed the introduction of the scheme and received clarification on the scheme’s eligibility, benefits and cost implications.
• Tenant Satisfaction Measures (TSMs): Members explored reasons behind satisfaction scores and discussed the impact of Hyde’s growth and digital engagement.
• Performance Information: Members provided feedback on the MyAccount app and discussed the importance of maintaining standards in communal areas.
• Scrutiny and Consultation: Customer Voice will oversee these activities and monitor the recommendations and improvement actions carried out.
• National Annual Conference: one area that was discussed was emphasizing the need for independent tenant representation and innovation in social housing.

You said the waiver form was confusing
We’ve made the inspection form clearer by showing who is responsible for what – Hyde or the resident. Both parties now sign it, and a copy is sent with the waiver letter so everyone knows what’s agreed. Staff have also been reminded to include the signed inspection with the waiver confirmation.

You said you want to be invited to property inspections
We aim to carry out inspections in person whenever possible and monitor this closely. Video calls will only be used if absolutely necessary, and we’ll try to be flexible so both parties can attend.

You said repair responsibilities weren’t clear
The waiver letter now includes a link to Hyde’s repair responsibilities and details of any repairs identified during inspection, ensuring transparency from the start.

You said you want easy-to-understand information
We’ll be adding helpful checklists and links to our website to guide residents through the mutual exchange process, including tips on property suitability and accessibility.

You said communication should be more personal
Each exchange now has a named member of staff who will keep both parties updated throughout the process. We’re also reviewing support for vulnerable residents and considering bringing back post-move check-ins where needed.

You said more support is needed for residents with additional needs
Staff now ask about any additional needs at the start of the exchange. We also provide an accessibility checklist and signpost to relevant support services.

You said your feedback should help shape policy
We’re reviewing our policies using feedback from recent mutual exchange reviews and will publish a clearer version online later this year.

Vulnerability Strategy & policy: the group supported us with the development of these key documents which will provide direction and guidance in our approach to supporting vulnerable residents, including improving how we use data, customer insight, and enhancing our staff training.

Enhanced staff training: The group took part in filming for some staff training videos. The videos tell individual stories, explaining what vulnerability means for them, and the additional support that they may need. The videos highlight examples of adjustments that we've made – as an example of what staff should be looking out for and doing for our customers with vulnerabilities.

Vulnerability questions: The group influenced guidance for staff on what questions to ask residents, helping initiate open conversations about potential vulnerability so we can accurately record this information and adapt services.

ASB and mental health: the group raised concerns about the disproportionate impact of antisocial behaviour (ASB) on residents with vulnerabilities, especially when linked to mental health needs.

Parking and carer permit support: Residents highlighted the importance of carers having access to parking. We consulted customers and introduced clearer communication and non-digital options for carers’ permits.

Reviewing our Reasonable Adjustment Procedure: The Vulnerability group reviewed and advised us on this document, which gives guidance to Hyde staff about how to adapt services for residents with additional needs.

Written communications: The group highlighted that sometimes residents – those with dyslexia for example - struggle to read our written communications. We have now created a “Literacy Needs” field in our systems so customers can let us know if they struggle to read, write, or understand written communication. We can then make sure we send them communications in other formats and / or give them a call to talk.

Vulnerability Dashboard: the group helped us to review performance data in this tool that tracks trends and highlights geographic needs to support more targeted services.

National support network: They previewed the National Support Network (NSN) and shared feedback to help improve the accuracy of the search function and accessibility.

Digital tools: The group suggested clearer access and language support in My Account and Live Chat. They also asked us to store next-of-kin details for residents living alone. We’ve added an emergency contact feature to our digital roadmap so customers can update this themselves in the future.

Adaptations: The group raised concerns about delays in adaptation approvals and communication. We’ve made improvements so residents now receive a letter when adaptations are processed, and our website FAQs have clearer guidance and helpful links.

Mobility Scooter storage: the group raised concerns about the growing need for safe and accessible places to store mobility scooters. We’ve included resident feedback as part of our review of the Mobility Scooter Management Procedures.

Volunteers were pleased to see the work that has been done and how the new procedure will make things better for residents. They gave helpful feedback on how we can make the information even clearer.

They also asked us to us to make it clear that damp and mould can be caused by many different factors, not just lifestyle. They suggested ways that we can encourage residents to feel more confident about reporting damp and mould. Some people worry that raising a concern might reflect badly on them or cause difficulties, which isn’t the case.

Volunteers also suggested sharing more real-life ‘before and after’ examples, along with updates on our ongoing work to improve our homes over time.

They also asked to:

• Sit in on upcoming damp and mould training for staff
• See a demonstration of how to report damp and mould on MyAccount
• Receive more information on how we monitor performance and compliance

Looking ahead, customer volunteers will be carrying out a full scrutiny review of our damp and mould service in 2026 to shape further improvements.