The impact of your feedback
It’s important that you can see the impact your feedback has had, and how we use it to make improvements or changes.
We've highlighted below just some of the changes we've made as a result of your feedback. We also explain why, on rare occasions, we couldn't make a change in the way that had been suggested.
Last updated: May 2025
You said, we did...
We listen to your feedback and where we can, we'll make changes to improve things
I don’t know who my Neighbourhood Coordinator is, and I don't know what they do?
New Neighbourhoods section on our website with detailed information about each neighbourhood, including who each Neighbourhood Coordinator is.
Who are the senior leadership team, and how are decisions being made and communicated?
We've hosted 3 virtual residents calls for all residents and 2 calls specifically for shared owners / leaseholders.
We raise concerns about antisocial behaviour, but nothing happens. I’m the victim but feel like the perpetrator is getting more support than me.
We developed a new victim-centred approach to antisocial behaviour (ASB) that focuses on support. Also, we made a clear distinction between neighbourhood disputes and antisocial behaviour to help manage expectations.
You informed us that the My PA app needs improvements to be more reliable, user-friendly, and easier to navigate.
We have developed a Digital Working Group to ensure residents have a voice in shaping these improvements.
We want to get more involved in your local communities but don't feel supported enough as Resident Champions to be able to help and effect change.
A new procedure was introduced to clarify roles, with Neighbourhood Coordinators now leading the relationship with Resident Champions.
The customer magazine is boring, too corporate, and doesn't feel like it's meant for residents. You're wasting money printing and posting it to me, I just throw it in the bin.
Completely refreshed the magazine, making it joyous and resident focused with a Summer Blockbuster Movie heme in August 2024, and a Music/Album Covers theme in April 2025. Your feedback has helped turn this document around, and you're telling us you're loving it now.
We magazine is now also a digital only publication seeing a value-for-money saving of roughly £50,000 per year of residents' money.
You said, we couldn't...
We value all your feedback and contributions, however sometimes we're unable to make the changes you've asked for. When this happens, we will always provide a valid and rational reason.
The playground on the estate should be removed and turned into a car park for more resident parking.
We were not able to act on this feedback as the playground is in regular use by the large number of young families who also live on the estate. When we make a decision based on your feedback it needs to be balanced and representative of all residents' needs.
Please ban smoking in all your properties, especially in flats as I don't want to have to put up with the smell of other peoples' smoke.
Residents have the right to smoke inside their homes, in this case their individual flat. We cannot act on this feedback and remove peoples' choice to smoke.
We do however enforce a no smoking policy in all communal areas including corridors and stairwells.
Please remove bike stores from the outside of our building as it's acting as a meeting point for young people who cause antisocial behaviour and intimidate other residents.
Other residents living at the building use the bike storage daily and didn't agree with removing it. It was also part of the planning requirements of the building. However, we're considering installing CCTV to help deter antisocial behaviour.
Why can't you reduce the number of days it takes to do non-urgent repairs? We have to wait ages at the moment.
We understand that when things go wrong in your home, you want it to be fixed quickly. However, reducing the timescales for non-urgent repairs would mean an increase in costs from our suppliers, which would need to be passed on to residents. Currently, we don't feel this is appropriate.
Get involved today!
If you're interested in being more involved, please take a look at the options available and either register your interest by completing the form on that page, or contact us on 0300 123 2221.
