We’ve listened and acted upon what you’ve told us. Below are a few examples:
We introduced a 'call-back' system
Why?
In November 2025 we introduced a call-back system following feedback about lengthy wait times into our Contact Centre. This means that customers can keep their place in the call queue without having to stay on hold – we'll give them a call back!
Created a Pictorial Tenancy Agreement
Why?
Following feedback on the accessibility of our existing agreements, our pictorial version covers the main points using pictures and short sentences. This means we have different ways of communicating our Tenancy Agreement to suit customer preferences and needs.
View our Pictorial Tenancy Agreement*
*clicking this button will open a PDF
Staff training on 'preferences'
Why?
You've been telling us how you'd like to be contacted by the Trust. Following feedback, we’ve made sure to train all staff on ‘preferences’ - meaning that we always check how you'd like to be contacted – whether that be via telephone, post, email or other.
We partnered with Acuity
Why?
During 2025/26 we worked with Acuity to make sure their phone number was localised to tackle customer concerns on scam calls. Acuity now call from an 01625 number.
Read more about our partnership with Acuity