It’s important that you see the impact your feedback can have, and how we use it to make improvements or changes.
Some of the examples on this page show where you said and we did, whilst others show where you said and we couldn’t, including our explanation why.
Last updated: May 2025
You said, we did...
We listen to your feedback, and where we can will 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.
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 until but feel like the perpetrator is getting more support than me.
Developed a new victim centred approach to antisocial behaviour that focuses on support. Also made 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...
Sometimes though, even though we value your feedback and contribution we're unable to make the changes you've asked for. Where we have to say no, 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.
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 people's smoke.
Residents have the right to smoke inside their homes, in this case their individual flat. We can not 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.
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.
