Every improvement starts with a conversation.
Over the past year, thousands of customers have shared their experiences, ideas and feedback through surveys, community events, scrutiny activities and everyday conversations with our teams. Because of that feedback, we've made changes that are improving services, supporting communities and making a real difference across Sunderland.
Our Customer and Community Engagement and Scrutiny Impact Report 2025-2026 showcases what we've achieved together and the difference your voice continues to make.
Thanks to customer feedback and involvement, we have:
- Worked with more than 240 customers to create our new Service Standards, making it clearer what you can expect from us.
- Supported more than 6,000 families through community events and activities across Sunderland.
- Helped provide school uniforms for 565 children, easing financial pressure for local families.
- Taken our services directly into neighbourhoods through the Mobile Housing Hub, engaging with more than 265 customers face-to-face.
- Awarded £21,428 in customer-led grants to 41 community groups, helping local organisations deliver projects that matter to residents.
But this report is about more than numbers.
It's about customers helping to shape new play areas, improve repairs and maintenance services, make it easier to contact us, influence how homes are allocated and strengthen communities through local projects and events. It's about listening, acting and delivering change together.
We're proud to have achieved TPAS Accreditation, recognising our commitment to working alongside customers and involving them in decisions that affect their homes, neighbourhoods and communities.
Thank you to everyone who has taken the time to get involved, share feedback and help us improve. Your voice is helping us build better services, stronger communities and a better experience for customers across Sunderland.
