How customers are changing our services

We’re excited to share our first Customer Voice and Insight Report, covering April to September 2025. This report shows how your feedback is shaping the way we deliver and improve our services.

In April, we launched our new three-year Customer Voice Strategy, created in partnership with customers. It sets out our commitment to making sure your voice is heard and acted on.

Over the past six months, more than 700 customers have taken part in events, panels, and surveys. We’ve held 45 face-to-face events and logged 162 hours of engagement. We’ve also completed 600 Tenant Satisfaction Measures surveys. Your invaluable feedback has led to real changes.

Some examples of how we’ve listened to customer include:

A new website to make information easier to find and understand

A review of our repairs process to reduce unnecessary emergency callouts.

Community improvements like new CCTV cameras, better lighting, and safer access to bin areas.

Incentives for customers who get involved

Working together

We asked you to have your say because your voice matters. Customers have influenced decisions through taking part in our:

Tenant Scrutiny Panel – overseeing action plans and reviewing repairs processes.

Service Improvement Groups – shaping policies on repairs, anti-social behaviour, and home energy efficiency.

Beautiful South Fund Panel – allocating £25,000 to community projects, including festive events and outdoor learning spaces.

Learning from complaints

We’ve responded to 296 formal complaints this period. The main issues were delays and communication. We’ve introduced clearer templates, better tracking systems, and staff training to improve how we respond.