We're pleased to say the next Resident Newsletter is now available!
If you have a story for us, or would like to share your thoughts, ideas or feedback, email us at involvement@estuary.co.uk or call 0300 304 5000.
Welcome to the Autumn/Winter edition of our Customer Newsletter. It’s hard to believe how quickly this year has flown by, it will soon be the festive season!
As we reflect on the past year, I’m delighted to share some of the fantastic work that’s been happening. From our Customer Voice Roadshows in the summer to the invaluable contributions of our Resident Voice and Influence Panel (RVIP) - your feedback has been instrumental in shaping our Service standards and Corporate Strategy.
We’re also excited to announce the publication of our Annual Report, a collaborative effort with our RVIP. This report provides a comprehensive overview of our achievements and challenges, as well as our plans for the future. It’s designed with you, our customers, in mind, and we encourage you to take a look.
We have sent out a Customer Profiling Survey to our customers within the last couple of weeks. Please complete this at your earliest opportunity, it will only take a few minutes. Your input helps us to to provide you with the best possible service suited to your needs.
We hope you have a wonderful rest of the year. We’ll be back in the spring with our next edition.
Best wishes,
Helen Gregory, Director of Customer Services
We're excited to share what we've achieved over the past year. Your feedback and support have been invaluable in helping us improve our services. Chief Executive, Ian Martin, gives us a summary of 2023/2024.
The Customer Voice Roadshows back in August were a huge success, check out the highlights!
We gained valuable insights into customer needs and priorities, particularly regarding repairs and anti-social behaviour. Customer feedback will help shape our future services.
Repairs: Customers prioritise timely repairs, clear communication and a positive customer experience.
Anti-Social Behaviour: Customers want to feel safe and secure in their homes.
We're taking action based on feedback received. Here's what we're working on:
Thank you for again for making the Customer Voice Roadshows such a great success!
A special thank you to the Resident Voice and Influence Panel (RVIP) for their continued efforts and contributions. They're the driving force behind positive change in our community.
Earlier this year, RVIP conducted a thorough review of fly-tipping in the area. Their recommendations have paved the way for a new pilot project focused on education, improved signage and stricter enforcement.
They also supported the Great British Spring Clean litter pick this year, and met with customers at the summer roadshows to help shape our new antisocial behaviour and repairs service standards.
Together, we're working to create cleaner, safer communities.
We've once again achieved tpas accreditation! The accreditation ensures that we're continually improving and delivering value for money. We're proud to be recognised for our commitment to customer satisfaction.
Huge congratulations to this year's winners! We’d like to thank everyone who took part in the competition and shared their beautiful gardens and greenery with us.
Special mention goes to the Best Photographer category, with stunning close-up images of bees that capture nature’s beauty.
We were delighted to receive wonderful entries from Care and Support residents, showcasing their active role in caring for the plants in their gardens.
It was also heart warming to see the incredible transformation of one resident's garden — such dedication and effort to make these improvements! And, of course, we loved seeing yet another vibrant balcony filled with a stunning array of colourful flowers!
The photos really brought some lightness and cheer to us in this autumnal weather.
Congratulations again to all the winners, and we can’t wait to see even more beautiful entries in Estuary in Bloom 2025!
As we’re now in the colder months, it's important to be aware of the risks of condensation and mould. These unwelcome visitors can cause a range of health issues and damage to your home.
For more tips and advice, visit our dedicated Condensation and Mould page.
If you're struggling with condensation and mould, please contact Axis on 0808 169 1969.
This festive season, let's celebrate responsibly by managing waste thoughtfully. Recycle wrapping paper, avoid non-recyclable glitter, and compost food scraps where possible. Donate unwanted gifts and decorations to avoid landfill.
Together, we can protect our environment. And remember, if it's not in a bin it's fly-tipping! Small changes make a big difference.
We know Christmas is the season of giving, but please make sure rent payments are sorted before you dive into the Christmas fun.
By keeping up with your rent payments, you’re setting yourself up for a smooth, stress-free holiday season and a fantastic start to the New Year.
If you need advice on benefits that you may be entitled to, or make an application to our One Estuary fund, our Benefits Coaches are here to help. Reach out to us at info@estuary.co.uk or call us on 0300 304 5000.
Our offices will be close for the festive period from Wednesday 25th December, and reopen on Thursday 2nd January 2025. Should you have a repairs enquiries, including Health and Safety matters, please call our repairs team direct on 0808 169 1969 or 0300 304 500 (option 1).