You Said, We Did – Acting on Your Feedback

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

Here's How We're Showing Up and Engaging

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.

Communication and Transparency

Improving How We Keep You Informed
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.

 

 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 OneEstuary 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. ASB | Estuary

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..

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

We developed a dedicated recruitment process for residents wishing to join the panel.