6. Your Voice in Action
Your feedback helps us improve our housing services, neighbourhoods and the way we communicate with residents.
Throughout the year, residents share their views through Tenants' Voice, local tenant meetings, surveys, consultations and other involvement activities.
On this page, you can see what residents have told us, what we've done in response and the difference their feedback is making.
You can also read our Annual Resident Engagement Impact and Feedback Report to find out more about how residents have helped shape our services.
You said, we did – Quarter 1 2026/27
Here are some of the issues residents raised during April, May and June 2026 and the action we have taken in response.
Making gas servicing appointments clearer
You said
“We are confused about the frequency of gas servicing appointments as they seem to happen more frequently than every year.”
Source: Tenants' Voice
What we did
We reviewed the information residents receive about annual gas safety checks, including the standard appointment letters.
We are also using InSight magazine to explain why a gas safety check may sometimes take place before the anniversary of the previous inspection.
What difference it made
Residents will have clearer information about how the annual gas servicing programme works and why appointments may sometimes appear to be less than a year apart. We hope this will help reduce confusion and missed appointments.
Improving communal areas
You said
“Please improve our communal areas.”
Source: Local tenant meetings
What we did
Following feedback from residents, we:
- arranged for gutters to be cleared and moss removed from roofs
- replaced damaged skirting boards
- repaired a faulty communal door lock
- carried out spot checks on cleaning standards.
What difference it made
The requested work has been completed. Roofs and balconies are clearer of debris, water ingress has reduced and security has been improved through the repair to the communal door.
Tackling anti-social behaviour
You said
“We are concerned about drug dealing and anti-social behaviour in our area.”
Source: Local tenant meetings and resident consultation
What we did
We worked with the police to increase patrols and arranged for police officers and Police Community Support Officers to attend tenant meetings and provide updates.
Residents also told us that a bench in one area was attracting anti-social behaviour. Following consultation with residents, arrangements were made for it to be removed.
What difference it made
There has been an increased focus on anti-social behaviour in the affected area. In one area, reports reduced to zero during the most recent month covered by the report.
The removal of the bench also forms part of wider work to address residents' concerns about anti-social behaviour.
Making our Service Standards more accessible
You said
“We are concerned that the newly launched Service Standards are not reaching enough people if they are only available online.”
Source: Tenants' Voice
What we did
We made paper copies of the Service Standards available at Customer First and in communal rooms, and provided copies to the lettings team for inclusion in welcome packs.
We are also promoting the Service Standards in InSight magazine and letting residents know that they can ask us to send them a paper copy.
What difference it made
Residents who do not use the internet, or who prefer information in print, now have more ways to access information about the housing services they should expect from us.
Giving residents a voice in contracts and procurement
You said
“We would like more tenants to be involved in the process of setting new contracts to ensure value for money and that our views are taken into account.”
Source: Tenants' Voice
What we did
In response, we established a new Repairs, Maintenance and Procurement Group in August 2026.
Residents involved in the group will receive training and have opportunities to take part in the procurement process.
What difference it will make
Residents will have a direct role in helping to shape future contracts and service specifications, giving them greater influence over the quality of services and value for money.
We will report on the group's work and the outcomes of resident involvement.
Making surveys accessible to more residents
You said
“Surveys that are only online are not accessible to all tenants.”
Source: Tenants' Voice
What we did
We introduced more ways for residents to take part, including:
- paper surveys at Customer First, community events and coffee mornings
- tablets that staff can use to help residents complete surveys
- opportunities to provide feedback by telephone
- paper surveys distributed through InSight magazine.
What difference it made
Residents now have more ways to take part in surveys and consultations without needing to go online, helping us hear from a wider range of people.
Quarter 1 at a glance
During April, May and June 2026:
- 13 resident involvement activities took place
- 141 residents attended events and activities
- 13 residents were involved in Tenants' Voice
- 4 residents were involved in the Complaints and Performance Group
- 5 residents were involved in the Resident Communication Panel
- 2 residents were involved in the Council Housing and Development Advisory Board.
A new Repairs, Maintenance and Procurement Group was subsequently established in August 2026 to give residents greater involvement in future contracts and procurement.