What difference does it make?
Take a look at how customers have helped to improve services for everyone.
Our Website
In October 2025, customers tested the website through a mystery shopping exercise and gave detailed feedback, leading to some key improvements and an increase in satisfaction with ‘keeping you informed about the things that matter to you’.
Complaints Handling
In April and May 2025, we listened to your feedback on our complaints policy and process, and held discussion groups to hear more about your experiences. Since then, we’ve improved the quality of information provided to you right from the start of your complaint, and customers are now more satisfied with our overall management of complaints as a whole.
My Brolly
In September 2025, a group of residents tested a new process in My Brolly, allowing customers to set up a direct debit on a day that suits them. After introducing the new process, which was improved based on customer feedback, satisfaction with rents and payments in My Brolly steadily rose.
Connecting Communities
We’ve started to hold community events to welcome new customers and connect you with your neighbours and local services. So far, customers have valued the opportunity to meet new people, access new services and find out more about the support that’s available.
Policies and Procedures
Customers continue to regularly review our customer facing policies to improve the language, definitions and the processes that sit behind them. In 2025, customers helped to review a range of policies including complaints, pets, damp & mould, service charges, defect management, recharge, safeguarding, vulnerable customers and customer engagement.
Social Impact
In April 2025, customers took part in discussion groups to support the production of our social impact report, which showcases the positive changes we have made through programs, initiatives, and investments. The report demonstrates our accountability, transparency and commitment to social responsibility.