We’re committed to listening carefully to what our customers tell us and acting on it. Whether you’ve shared your experience of repairs, anti‑social behaviour, getting in touch with us, or how our homes are advertised, we take the time to understand your feedback and use it to improve how we work.
Below are just some recent examples of how your feedback has directly shaped changes to make our services clearer, fairer and more convenient for you.
February 2026
You said:
You want to feel genuinely listened to when you share feedback about your experience of a service, such as repairs or issues related to anti-social behaviour.
We did:
We’ve partnered with CustomerSure to make sure all feedback captured through satisfaction surveys is thoroughly analysed. This provides clear insight into where our processes can be improved, helping us deliver a more seamless and positive customer journey.
You said:
You’d like to know your position in the queue when you’re on hold to speak to us.
We did:
When you call, you’ll now be told what position you are in the queue. We’ve also introduced a callback option so you don’t have to wait on hold. This means one of our advisors will call you back when your position in the queue reaches the front.
You said:
Properties should only be advertised on Housing Jigsaw when they are ready to view.
We did:
We’ve updated our process to make this happen. We realised that some properties were being advertised months before they were ready, especially when major work was needed. This sometimes meant customers’ circumstances changed, or the property was no longer suitable for their needs.
Now, if major works are required, we wait to advertise the property until it is nearly ready to let.
