Tenant Annual Report 2025
Section 4: Making your voice heard
We want tenants to have real opportunities to shape our housing services. Whether it's through surveys, meetings, or feedback groups, your views help us improve.
Recognition for engagement
In 2024/25, we earned the TPAS Landlord Engagement Accreditation, the UK's only independent accreditation for customer engagement, showing we're serious about listening to tenants.
We were also inspected by the Regulator of Social Housing, and they identified that we could improve by:
- sharing performance updates faster
- explaining how tenant feedback influences decisions
- collecting better data about tenants' needs
- improving how we handle complaints
We are already working on these areas and will continue to make progress in the year ahead.
How we performed in 2024/25
Tenant Satisfaction Measure | 2023/24 | 2024/25 |
Satisfaction that your landlord listens to tenants' views and acts on them | 64% | 60.7% |
Satisfaction that your landlord keeps tenants informed about things that matter to them | 71% | 69.9% |
Satisfaction that your landlord treats tenants fairly and with respect | 80% | 77.8% |
What we achieved in 2024/25
Engagement activities included:
- 270+ hours of formal meetings
- 125+ hours of tenant scrutiny
- 240+ hours of task and finish focus groups
Based on tenant and leaseholder feedback, we have:
- established a new complaint handling team
- launched a simplified online complaints and enquiry form
- made the housing application process easier
- reintroduced resident inspections in multi-storey blocks
- supported a scrutiny review of customer communications
- improved our website to make it clearer and more accessible
- consulted on major strategies and policies, including:
- Resident Influence Strategy
- Building Safety Strategy
- Antisocial Behaviour Policy
- Good Neighbourhood Policy
- Rent Setting Policy
- Damp, Mould and Condensation Policy
In the next 12 months:
In the coming year, we will continue working with tenants to:
- launch the updated resident influence strategy, setting out how we will share information, exchange ideas, and improve services this will give residents stronger oversight and help them to hold us to account
- put into action the recommendations from the customer communications scrutiny review
- support a new scrutiny review on tailoring services to tenant needs
- improve the customer experience when contacting us
- enhance the process for tenant alteration requests
- reduce missed repair appointments by working more closely with residents
What tenants say
For me, being an involved tenant is about ensuring that my experience helps shape how services are delivered. I help drive fair and responsive service design.
Alan Guest
My proudest achievement is knowing my voice is being heard and that I have helped shape how things are being done.
Flo Wood
I want to see positive change and influence policies, especially for vulnerable people. It gives you a platform to speak up, honestly, humbly and without judgement.
Joseline Nenzou
Find out more about opportunities to get involved and influence housing services.
Or email [email protected], or call 0191 433 5357.