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You Said, We Did

You Said, We Did – Acting on Your Feedback

The actions outlined in this "You Said, We Did" summary reflect the feedback we’ve gathered directly from you, our customers.  
We’re committed to listening and responding to the issues that are most important to you. Whether it’s making our services more accessible, improving communication, or supporting our most vulnerable residents, we have used your feedback to shape real, meaningful change across our organisation.
Thank you for sharing your experiences and helping us to do better. Here’s how we’ve responded:

Community Presence and Engagement

Community Presence and Engagement
You Said We Did
We needed to be more visible and approachable
  • We introduced weekly in-person surgeries.
  • We doubled the number of home visits.
  • We've held 13 Roadshows since 2022 and 7 Community Action Days since 2023 to engage locally.

Involvement and Accountability

Involvement and Accountability
You Said We Did

You asked us to develop standards that would be followed by all staff
  • We published service standards for four key areas, based on customer feedback.

We needed a better recruitment process for joining the Resident Voice and Influence Panel

Residents told us that contractors and staff should take extra steps to respect customers’ homes, including wearing shoe covers when entering
  • In response, we’ve introduced a new commitment: our teams will now offer to wear shoe covers when visiting customers’ homes. This change was strongly supported by the Resident Voice and Influence Panel, who emphasised the importance of respecting different cultures and individual preferences.

Communication and Transparency

Communication and Transparency
You Said We Did
We needed to provide customers with more information about what we're doing
  • We send bi-annual newsletters tailored to customer preferences.
  • We update our website regularly and have increased our presence on social media.
  • We needed to keep you up to date with planned works.
  • We created a dedicated section on our website to keep customers informed about planned works.
  • We needed better support and information through the rent increase process.
  • We created a video explaining the rent increase and increased communication via social media.
Repairs needed to be easier to report to Axis
  • Launched a Repairs Chatbot so customers can report issues anytime via their portal.
  • Created a dedicated email for non-urgent repair requests.

Our waiting times were too long on our main number
  • We introduced a callback service for both us and Axis, ensuring that we call customers back rather than leave them waiting.

You Said, We Did - Customer Support and Vulnerability

Customer Support and Vulnerability
You Said We Did
We needed to provide enhanced support to our most vulnerable customers. We created a Tenancy Coach role to support at-risk tenants.
We increased the One Estuary Fund budget from £10,000 to £25,000 to provide more financial assistance.

Safety and Estate Management

 

Safety and Estate Management
You Said We Did
We needed to be clearer on what Anti-Social Behaviour is and how we manage it.
  • We created videos and social media posts to explain what ASB is and what actions we take. We are launching a summer social media campaign focussed on ASB. 
We needed to focus on damp and mould within our properties.
  • We consulted residents through our 2024 Roadshows. They agreed that minor mould and condensation issues should be tackled first by residents. So—we created a video explaining the causes of excess moisture in homes, with tips on how to reduce it.
We needed to manage fly-tipping and take action when this occurs.
  • We introduced new signage and put procedures in place to deal with known perpetrators..