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 for customers calling 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!
Provided a Pictorial Tenancy Agreement
Why?
In 2026 we introduced our Pictorial Tenancy agreement to create a visual version for accessibility. This means that it covers the main points of our agreement with simple, easy to follow pictures.
Download 'Pictorial Tenancy Agreement' PDF
Staff Training on 'Preferences'
Why?
Following feedback, we’ve made sure to train all staff on ‘preferences’ - meaning that we always check how our customers would 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
Our new Customer Voice & Experience Strategy 2025-2028
At the heart of our work is a simple idea: listening to you, our customers, and using your experiences to shape better services. Our Strategy sets out how we’re strengthening the customer voice and improving customer experience (CX) across all our services.
It’s about making sure your feedback leads to real change - improving communication, resolving issues effectively, and building a relationship based on trust and respect.
Our goals:
Deliver timely, clear, and personalised communication that matches your preferences and needs. Make it easy and accessible for you to provide feedback. Use your up-to-date data to improve quality and efficiency of services that get things right the first time. Make our complaint resolution process more responsive, empathetic and create a culture of learning lessons from our mistakes. Foster a culture where customer insight drives continuous improvement. Ensure all communication is appropriate, relevant, and easy to understand.
Read the full strategy over on our website