Change accessibility  Google translate  Change contrast   Font size 

Google translate Google translate
click to choose
Colour contrast Contrast
Font size Text size

You said, we did...

We're committed to providing our customers with a high quality service. When we receive feedback, we're keen to take it on board to improve our offerings. On this webpage, you'll be able to find how we've taken action on the feedback our customers give.

You said, we did... Helping us improve our services - 2023/24

Policy consultations

Customers said they believed we should offer transfers for more reasons than what’s included in our policy.

While this isn’t something we can implement, we’ve explained the reasons why so that customers understand the transfer policy better. This can be found on The Hub.


Customers told us they’d prefer the lettings process to be digitalised.

We’re working on the best ways to digitalise our service.

Together with Tenants scrutiny review

Scrutiny Team members told us that performance information on our website was outdated.

Changes have now been made to archive older information and dates have been made clearer on the page so customers know how up-to-date the information is. We've also held several customer focus groups across our operating region to hear from customers about how else they'd like to receive this information, including how much detail and in what format.

The Scrutiny Team also recommended that we publish more examples of what we’ve done with customer feedback.

There’s a new 'how you've made a difference’ section published on The Hub. More examples of ‘you said, we did’ will also be published online and in Our Voice magazine.

The website search box wasn’t very user friendly, and customers said they were struggling to find the information they wanted.

Clearer metadata has been provided to the website developer to improve this and it’ll be reviewed three times per year.

The Hub

Updated: 12 December 2023

Review date: 01 December 2023

Menu Clock House Get involved Headset Magnifying Lock Burger menu Close Wrench Wallet Heart Life ring Chevron down Chevron left Chevron right Facebook Twitter Instagram Youtube TikTok Lightbulb People Map pin Blocks List GBP Arrow right Search care Longhurst Group Longhurst Group L & H Homes L & H Homes Friendship Care and Housing Friendship Care and Housing Libra Treasury Libra Treasury Spire Homes Spire Homes Keystone Keystone Axiom Axiom