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What we have done with resident feedback

Find out about what we’ve done after our residents and tenants gave us feedback on our services.

What we have done

As a council we need your feedback to make our services better. This is what we have done with your feedback as a tenant about our housing.

Resident mystery shopping

We asked some residents to carry out mystery shopping on our repairs services to see how easy it was to contact us and ask for our services by telephone and email. We will use your feedback to improve how we deal with repairs and other requests.

We offer all mystery shoppers:

  • training
  • a £25 Love2Shop voucher each time you take part to help us improve services.

If you are interested in being a mystery shopper for us, join our resident involvement register. We will let you now how to take part and what else you can do to tell us about our services.

Online surveys and focus groups

We carried out an online survey and discussion group with some residents to find out the different ways you want to give us your feedback and get involved.

You said What we are doing
There needs to be better advertising and promotion of resident engagement activities. We are making better use of electronic notice boards, newsletters, leaflets and posters to promote activities and events.
There needs to be more chances to give our feedback We are offering resident satisfaction surveys, discussion groups and estate drop-ins. 
We need to give us more of a say in decisions We are hiring new resident representatives to our Housing Scrutiny Committee, that looks at what we are doing and what we can do better, and other resident groups in 2024.

Thriving Neighbourhoods

If you have any ideas to improve the shared spaces on our estates, make suggestions to our Thriving Neighbourhoods investment programme.

We have completed 60 projects since launching the Thriving Neighbourhoods schedule including:  

  • accessibility improvements such as adding drop kerbs, resurfacing pavements and improving railings on ramps for disabled people 
  • increasing estate storage to ease overcrowding, like adding cycle storage
  • security improvements, including lights and gates.

Estate Champions 

Estate Champions work on our estates. They are there to help and work with residents to improve our housing services.

As well as being available at estates during the week, they also:

  • run drop-in sessions for tenants to tell us about the issues that are important to them
  • organise fun days for residents
  • get feedback from consultations and surveys
  • work with the council, residents' associations and voluntary and community services.
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