Customer voice in action - May 2026

Great emphasis is placed on how our Board and Customer Experience Committee listens to the views of customers, which are recorded each Board meeting.

During our Board meeting held on 7 May 2026, customer experiences and feedback played an important role in shaping discussions and future priorities. Board members considered how services can be improved, customers can be better supported through ongoing financial pressures and the steps needed to ensure homes remain safe, high quality and well maintained.

The following highlights some of the key ways customer views influenced the Board's focus and decision-making.

Improving the repairs experience

Our Board reviewed customer feedback which shows that repairs remain one of the biggest factors affecting customer satisfaction, particularly when customers experience delays or poor communication about appointments.

In response, the Board supported plans to increase the amount of work delivered by in-house repairs teams and reduce reliance on subcontractors, where communication has been less consistent.

Additional surveyor and operational management posts are being recruited, and a business case is being developed to bring more repairs roles in-house. The recruitment of theses trade operatives will create more appointments available to customers.

The Board also challenged management to make greater use of complaints and satisfaction data to understand customer concerns and target improvements where they will have the biggest impact.

Supporting customers through financial pressures

The Board recognised that wider economic pressures continue to affect many customers, particularly rising household costs such as food and fuel. Members discussed how financial decisions made by the organisation can directly affect the customer experience and the services available to customers.

As part of this discussion, the Board reinforced the importance of maintaining support for customers facing financial difficulties, while ensuring stronger financial controls are in place so that resources can continue to be invested in services that matter most to customers.

Keeping customers safe

Customer safety remained a key priority throughout the meeting. The Board discussed the importance of customers being able to report concerns easily and having confidence that issues will be investigated and addressed promptly. Members highlighted that effective reporting systems and ongoing customer engagement are essential in identifying potential risks early and helping the organisation learn from customers' experiences. 

The Board considered a customer incident linked to damp and mould, which reinforced the importance of ensuring safety concerns are recorded through the right channels and acted upon quickly.

Members also maintained a strong focus on wider safety matters, including fire safety, damp and mould and future radon monitoring, to help ensure customers continue to live in safe, healthy homes. An updated Group Health and Safety Policy, with strengthened customer and building safety responsibilities, was also endorsed.

Improving the quality of new homes

The Board discussed customer satisfaction with newly built homes and heard that unresolved defects can significantly affect a customer's experience after moving in.

To address this, work is already underway to improve the process for managing defects and strengthening oversight of how issues are resolved. The Board will receive a future update on progress to ensure improvements are being delivered for customers.