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 the involvement activities we offer, visit our main customer involvement pages.

April 2025 - June 2025

Customer Voice had a meeting in June

Customer Voice is our customer Board. They work in partnership with Hyde’s senior managers, looking at Hyde’s performance and finding ways for services to be improved for everyone.

• 9 new members have been recruited and joined the meeting for the first time, boosting membership and widening representation from different geographical areas and tenures
• Following the resignation of the former chairperson, an interim chair and vice chair were endorsed by the membership while we recruit to permanent positions
• Find a summary of the discussion topics

We met with our Vulnerability Group

This group meet with us regularly to support us in our work to make services fairer and more accessible to all, especially those with additional or specific needs. In this meeting the group received an overview of the new two-year Vulnerability Strategy, which focuses on improved data, customer insight, and staff training. They also gave us feedback and ideas for improvement about:

• Delays in our adaptations process and how frustrating and difficult this can be for residents
• Communication, and how sometimes it’s not easy for residents to understand our letters. As a result, a reminder is being sent to staff around the importance of acknowledging verbal communication preferences
• The process around reporting and managing antisocial behaviour when it’s caused by someone with mental health problems
• Issues with mobility scooter parking and storage – as a result the Later Living Team are carrying out a wider consultation about this to try and improve our approach
• How we record and keep data up to date, including how residents can access and update their own data and what information is shared with operatives. Residents want to be able to update their own data on MyAccount, so this is going to be considered in later updates on that system.

We met with our Digital Engagement Group

We demonstrated some new MyAccount functionality to the group including raising communal repairs and the ability for customers to update their own contact details. These changes have come from previous feedback from the group. Attendees also provided feedback on other aspects of our digital services including:

• MyAccount doesn’t offer residents the ability to keep a copy of the chat history as an audit trail
• Residents asked us to consider enabling them to dispute closed work orders, report incomplete jobs and to ensure follow-on work is raised as a follow-on job instead of a new job
• TRA reps for an estate want to be able to report issues for blocks other than their own
• Not everyone is receiving a customer survey after they call.

Our previous feedback