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.
August 2026
You said:
You told us services and repairs needed to be faster and easier
We did
We improved repairs, support and local services. We reduced repair times and improved communication. Repairs are now completed quickly, with average times reduced from 29 days to 16 days. The average speed to answer customer calls has reduced to 3.9 minutes.
You said:
You told us services felt too distant
We did:
We brought support into your neighbourhood through our mobile housing hub, visiting 50 neighbourhoods across Sunderland and supporting over 260 face to face conversations,
You said:
You told us you needed more practical and community support, but that not everyone was accessing it.
We did:
We brought services closer to you and provided targeted support to ease pressure and support families when they need it most. We're always out and about in your neighbourhoods whether we're hosting drop in sessions or dropping by your neighbourhood, we're there to listen, have a chat and support you. Keep an eye out on our social media for drop in sessions in your area.
You said:
You told us homes needed improving
We did:
We invest millions in thousands of homes every year. We've focused on making homes warmer and more affordable, helping to reduce energy costs and keep homes easier to heat. We improved over 6,500 homes with 95% of customers satisfied with improvement work.
Thank you to everyone who has taken the time to share their views with us. Your feedback really does matter and plays a vital role in shaping how we improve our services.
Find out how you can share your views by clicking here
