Each time we engage or consult, we record the feedback and share it 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 some of the feedback that we’ve received and 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 involvement activities, visit our main customer involvement pages.
Activities from January – March 2026
Customer Voice meeting – March 2026
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. The agenda for their meeting in March included:
- Regulatory gradings outcome: Hyde retained G1 (Governance) and V2 (Viability) ratings and earned a C1 (Consumer) rating from the Regulator of Social Housing [How we regulate - GOV.UK]. Customer Voice’s efforts were recognised for contributing to these results.
- Arhag joining the Hyde Group: CV had an update on this merger and asked for reassurance that existing customer priorities will still be met.
- Neighbourhood model update: We showed CV how neighbourhood services are being reviewed. They welcomed the push for more visibility, clearer local contacts and more joined-up support from other services – which have come from customer feedback.
- Customer details update: CV was briefed on the campaigns asking customers to share personal information, so we can shape services around people’s needs.
- Working with institutional investors: Members asked for clearer communications about the joint venture with L&G and what it means for customers.
- Performance and Tenant Satisfaction Measures (TSMs): Members reviewed performance data, interim TSMs, and discussed the impacts of ASB and complaints.
- Scrutiny programme 2026/27: Members reviewed ideas for next year’s scrutiny topics; parking, cleaning, grounds upkeep, ASB, contractors, tenancy, complaints, and information governance. A neighbourhoods topic was suggested.
- Regulatory grading outcome: Customer Voice members will be involved in developing the next steps of the action plan.
- Neighbourhood model update: CV will continue to receive neighbourhood performance data and agreed that neighbourhood services are a priority discussion for a future meeting.
- Customer details update: Continue to help residents update their details so we can provide the right support and share learnings.
- Working with institutional investors: We’ll produce clearer, detailed information for CV about joint ventures so members can better understand and influence our approach and support clear communications.
- Performance information: We’ll continue monitoring and reporting key services, including neighbourhoods service visibility. One member suggested a deep dive review of service charges which will be discussed as a future agenda item.
- Tenant Satisfaction Measures (TSMs) [Tenant Satisfaction Measures | The Hyde Group]: Members said that anti-social behaviour and complaints can affect overall satisfaction, and that shared owner results remain a priority. We’ll share further analysis and a draft improvement plan with Customer Voice.
- Scrutiny programme 2026/27: We’ll update the programme based on members’ feedback and share the final version with Customer Voice at a future meeting.
Mobility Scooter Management Procedure review consultation
To improve Hyde’s Mobility Scooter Management Procedure to address increasing mobility scooter use and related safety risks, including fire safety in homes and communal areas.
- We reviewed complaints, performance data, surveys, case studies, and groups feedback, including an online discussion with mobility scooter users and non-users to identify areas for improvement.
- Residents were invited to a discussion meeting - held online and after 5pm. Documents were shared in advance, support was offered and other feedback was collected through multiple channels including door knocking and on-site staff.
- We used residents’ feedback to shape a revised Mobility Scooter Management Procedure
- We created a clear leaflet, poster, and letters, and shared drafts with residents to check they were easy to understand and accessible. The new comms focuses on clearer, kinder and more practical guidance, more inclusive communication and more proactive support for vulnerable residents.
- We now review storage options case by case, based on safety and funding. We’ve requested works at a number of sites and staff will also carry out regular checks to keep exits and corridors clear.
- We now record mobility scooter ownership through fire risk assessments - to reduce fire risk and keep communal areas safe. Residents can tell us if they have, or plan to get, a mobility scooter. We now ensure individual circumstances are considered. Staff are also updating vulnerability information and receiving training to better support and signpost residents.
- We updated the enforcement process to make it kinder and fairer. Letters now focus on early support and clarity. Letters are written in plain language and explain when costs may apply. The procedure will now be published online for transparency.
- The findings and action plan were shared with service lead to agree actions, timescales and ownership. We’ve shared the summary and action plan with involved residents, the Customer Voice committee and senior leadership team.
LGBTQ+ engagement and the HouseProud LGBTQ+ Housing Pledge
Following Hyde signing up to the LGBTQ+ Housing Pledge by HouseProud and Stonewall Housing, we put some promotion in our winter Involving You bulletin to invite residents from the LGBTQ+ community to come forward to engage with us.
We want to work with customers to meet the pledge, to listen to feedback and to better support our LGBTQ+ residents to live freely in their homes and neighbourhoods without fear or prejudice.
We held the first meeting of this group in February and were joined by Hyde’s ASB manager to talk about the ASB service and how we approach reports of discrimination and hate crime.
The residents were able to ask questions about the ASB service, and how ASB officers would approach reports of discrimination and hate crime. They were also informed about changes being made to the service.
The residents challenged us about our training, and communications around the ASB service, but also around how visibly we offer support to and celebration of different communities.
As a result of the meeting, we:
- are reviewing our action plan to try and meet the LGBTQ+ Housing Pledge accreditation (the plan has been reviewed by one of the residents involved)
- are looking at our training offer to see where we can enhance bystander and wider awareness training to improve the way we respond to reports of discrimination and hate crime, and how well we support residents experiencing these
- have written two articles for the website to highlight the work we are doing and are planning more content to raise awareness, recruit more residents to engage
- are reviewing the way we collect personal resident data, to see if we can improve the quantity and quality of responses, and therefore the useful data we receive back
- are planning a further session to look at Tenant Satisfaction Measures (TSM) performance, to explore where satisfaction may be different across different community groups.
Safeguarding Adults & Children Policy EIA consultation
- We invited residents to review Hyde’s Safeguarding Adults and Children Policy as part of an Equality Impact Assessment, to help ensure the policy is fair, inclusive and clear about our safeguarding procedures.
- Alongside case data and Care Act standards, we reviewed feedback on person-centred safeguarding, avoiding assumptions, inclusive language and contractor responsibilities.
- We introduced the policy and opportunity at the resident Vulnerability Group meeting, collected feedback online and by email, and held a follow-up discussion where the policy owner and team addressed questions. We recorded the feedback to inform the review.
- Residents were able to give feedback via online form or email, or in any way most suitable to them, including phone support. We also held a follow-up online discussion meeting. We offered support for residents who are not online and provided information in alternative formats on request, including posting printed copy of policy.
- We shared the summary and action plan with involved residents, the Customer Voice committee and senior leadership team.
- We’re updating the Safeguarding Policy Statement and Procedure to reflect the new joined up local services and will publish a short, accessible version for the website. This will help residents understand what happens when a concern is raised, what support is available, and how we will communicate in a respectful way.
- We’ll add guidance on correct pronoun usage to all customer-facing policies and procedures, ensuring Hyde offers a respectful and inclusive environment for everyone and will clarify wording and guidance on suicide risk.
- We’ll provide clearer staff guidance to ensure, where possible, residents are involved in safeguarding decisions and how to avoid assumptions. Safeguarding training/briefings for all staff is being updated to reflect this.
- We’re revising wording in guidance to clarify contractor responsibilities and specify that all contractors must follow Hyde’s safeguarding procedures.
- These changes will make safeguarding information clearer and support fair, consistent responses to reports.
Improving our call centre recorded messages
- A short survey was sent to members of the Customer Collective to understand how customers feel about the language used in our phone messages.
- We want to make sure the language used was clear and inclusive.
- The survey asked customers to rank different wording options and share their views on clarity, fairness and inclusion.
- Using the feedback collected, we changed the IVR phone message based on the customers’ preferred wording and messages.
- The changes to these messages customers hear when they call us will make sure that customers get through to the right team quicker, so we can help and answer queries as efficiently as possible.
Ensuring customer voices are heard at a national level
We asked customers for their views on proposed changes to national social housing rules, including access to information (STAIRs), staff professionalism and how complaints about information should be handled in future
You told us that clear communication and transparency really matter.
We used this feedback to shape our responses to the Regulator of Social Housing and the Housing Ombudsman, making sure customers’ voices were reflected in the national conversation
Scrutiny – damp and mould services
Following the review of the Damp, Mould and Condensation procedure that we completed with residents last year, we’re working with a group of residents to look at the next stage of this important review of our damp and mould services.
Residents on the steering group have met with us to plan the next stages of their scrutiny approach, which includes a survey out to residents who have reported damp and mould in the last six months, and a follow up focus group.
Residents on the steering group helped to design the survey which was sent out to 1211 residents. We received responses from 85 residents providing us with information about their experience of reporting damp and mould cases to us.
The follow up focus group meeting looked at the feedback from the surveys in more detail and heard more personal experiences from those who had reported damp and mould.
The scrutiny exercise is ongoing, and the feedback from the above exercises will feed into the final report.
Local events and engagement activities
We held a joint event in January with Brent Council to engage with residents, listen to issues and agree some steps forward to progress local priorities. Teams from many different services across Hyde, Brent Council and local community organisations came and spoke to residents 1-1 to hear and resolve issues and take feedback. A general Q&A was also held so that residents could hear about the priorities and progress from the different organisations and offer feedback to senior leaders.
Lots of individual issues and general feedback was taken away to be actioned. A newsletter was sent out shortly afterwards to sum up the event and communicate next steps. The local teams are continuing to engage with the local community and our local community partners.