You said, we did - council tenants and leaseholders

We use tenant feedback to improve our housing services.

This page shows:

  • what tenants told us
  • what we did in response
  • the difference this has made

This page is updated regularly to reflect recent feedback and improvements.

Last updated: July 2026

What tenants told us

We gather feedback from a range of sources, including:

  • tenant surveys
  • tenant panels and scrutiny groups
  • complaints and service requests
  • engagement events and meetings

From this, we identify common themes and areas for improvement.

Repairs

Tenants told us:

  • repairs were taking too long to complete
  • communication about appointments was not always clear
  • follow-up after repairs needed improvement

Communication

Tenants told us:

  • it was sometimes difficult to get clear updates
  • letters and emails were not always easy to understand
  • they wanted more consistent communication

Anti-social behaviour (ASB)

Tenants told us:

  • response times needed to improve
  • they wanted clearer updates on reported cases
  • they needed better information about what action would be taken

What we did

We have made changes to services in response to tenant feedback.

Repairs

What we did:

  • improved appointment scheduling processes
  • introduced clearer repair updates
  • reviewed contractor performance

Communication

What we did:

  • updated standard letters and emails
  • improved how we communicate service updates
  • introduced clearer guidance for tenants

Anti-social behaviour

What we did:

  • reviewed case handling processes
  • improved communication during investigations
  • clarified response standards

What difference this made

We measure the impact of these changes using performance data and tenant feedback.

Examples from 2024 to 2025 include:

  • increased overall tenant satisfaction
  • improved satisfaction with repairs and response times
  • more repairs completed within expected timescales
  • improved understanding of communications

We will publish performance measures where available to show the impact of these changes.

Ongoing actions

Some issues are still being addressed. We are continuing to work on:

Repairs

We will:

  • improve repair times
  • monitor contractor performance

Communication

We will:

  • review of tenant communications
  • improve communications based on your feedback

How we monitor improvement

We regularly review feedback and performance to make sure our improvements are working.

This includes:

  • tenant panels and scrutiny groups reviewing services
  • performance monitoring by housing teams
  • oversight by senior management

Find out more about how tenants are involved in shaping services: