Make your voice count

The Every Voice survey has now closed.

Over 6,000 of you had your say. Thank you for helping us improve services and make sure resident voices are at the heart of our decision-making.

What’s next 

We will be analysing the feedback given in the responses and adding it to resident views and data gained from existing surveys, complaints, tenant satisfaction surveys and service requests. 

We will also be inviting some of you to take part in focus groups to hear more about your views in detail. 

Once we have done that, we will use the wealth of data we’ve received to compose our new customer engagement strategy and three-year corporate strategy, guiding us in how we’ll continually engage with you and make sure your views are at the heart of everything we do.  

What will this feedback be used for?

Your views will inform our new three-year corporate strategy and our new resident engagement strategy, which sets out how we’ll continually engage with residents to make sure your views are at the heart of our decision-making.

We’re not starting from scratch. This feedback will be added to resident views and data from existing surveys, complaints, tenant satisfaction surveys and your service requests.

We know we have more to do to get better and we’re working on it, a few ways we’ve listened and acted on resident feedback over the past year include:

• Changing our communications – you told us communication is difficult and you often have to chase things to find out what’s happening. We introduced a new system so your local officer or team can send you simple, quick updates by e-mail or text with timely information about your building and estate. Over 850k messages have been sent so far using this platform, helping to keep you informed.

• Appointing new repairs contractors  - you told us reviewing tender submissions took too long and didn’t always bring the service to life. We introduced a requirement for contractors to include a film which gave residents a flavour of their people, and how they work and act in resident homes to deliver services. Residents fed back positively on this and used the films to score contractors.

• Getting the basics right – you told us you want more influence over how  services work. We’re setting up consultation groups across key areas, including complaints, service charges and repairs.