You said, we did

We listen to what you tell us about our services.

When you give us feedback, we share it with the right teams so we can learn and make things better.

Click on the categories below to see what’s changed based on what you’ve told us.

Rent Review Letters

You said:
Make service charges easier to understand in our rent letters.

We did:
In January 2025, we changed the way charges are shown. Instead of listing each charge, we now group them as ‘Service Charge’ and ‘Ineligible Charge’. You can still see the full breakdown in your service charge statement.

You said:
Add a reminder not to update Universal Credit journals too early.

We did:
In January 2025, we added a clear sentence to the FAQs with the exact date your new charges start. This helps avoid problems with your Universal Credit.

You said:
Share the information in different ways.

We did:
In January 2025, we made the FAQs easier to read and added links to a video and an interactive PDF. We also sent out the information by text message, printed letters, and online tools to make sure everyone could access it.

Repairs and Maintenance

You said;
You want to feel confident that repairs and maintenance will be done well, every time.

We did;
July 2024 - We’ve worked with you to understand what “excellent” means. We’ve looked at your experience with us to find out what matters most, what’s tricky, and where you’re happy or not. We’re reviewing our processes and have created an action plan to improve. We’ll meet again in six months to check progress and make changes.

You said;
You want us to work as one team, take responsibility, act professionally and get things right first time.

We did;
July 2024 - We’re reviewing how our teams work together, reminding ourselves of the Group’s values and behaviours. We’re also checking our processes and performance measures to make sure we’re doing the right things and tracking them properly.

You said;
You want to be listened to and treated with respect.

We did;
July 2024 - We’re creating a code of conduct with you and our operatives. It sets out what we all agree to, including how we behave when working in or around your home.

You said;
You want us to be open and honest, keep you updated, and fix things when they go wrong.

We did;
July 2024 - We’re reviewing our systems and processes to make sure we send the right information, in the right way, at the right time. We’re exploring weekly reminders before appointments and looking closely at where things go wrong so we can fix the root cause. When something changes or goes wrong, we’ll put it right and take steps to stop it happening again.

You said;
You wanted the Fire Safety Packs to be more tailored to your needs.

We did;
March 2025 - We’ve created four different packs for different types of homes: Housing for Older People, Supported Accommodation, General Needs, and Redwing customers. Each one is designed to suit your needs better.

How we communicate with customers

You said;
(Consultations, June 2025) We need to make sure our communications are easy for everyone to access and understand.

We did;
Based on feedback from consultations, complaints and conversations with customers, we have asked an external team to review how we communicate about repairs and safety. This review will help us make sure everything is clear and accessible. It will be finished by the end of 2025/26.

You said;
It wasn’t clear where scheme and estate inspections were happening because the website didn’t show postcodes.

We did;
November 2024 - We added postcodes to the website so it’s easier to see where inspections are taking place and how to get involved. These dates are also now on the Regenda portal.

Value for Money Statement Review

You said;

  • Use clear metrics that show how they affect residents
  • Write out full terms before using acronyms
  • Explain all jargon
  • Show clear aims and how they help residents
  • Make the font size bigger
  • Use short, simple sentences with one point each
  • Make percentages easier to understand
  • Simplify the metrics
  • Use bullet points to break up text
  • Use better visuals to show targets and whether they are met
  • Add a page that explains how the metrics help residents, with real examples
  • Make sure the document works well on a phone
  • Include a list of acronyms and abbreviations
  • Explain what the Value for Money statement is and why it matters to residents

We did;
In November 2024, we:

  • Explained what the Value for Money report is and why it matters to residents
  • Created a new layout with bullet points, bigger text and more headings
  • Used plain English and explained all jargon and financial terms
  • Simplified the metrics and used side-by-side visuals to make comparisons easier
  • Standardised decimal places where possible. Some figures still need two decimal places to show small changes. We will review this again next year
  • Planned to include real examples in the 2024/2025 statement to show how the metrics affect residents
  • Explained percentages and what they mean
  • Made sure the PDF works well on mobile phones
  • Explained all jargon the first time it appears and added a list of key terms
  • Added comments next to each metric to explain future plans and targets

Asset Policy Consultations

You said;
(Temporary Accommodation Policy Consultation, June 2025)
When moving into temporary accommodation, it should be at least 4-star and have a private bathroom.
If a disabled customer is involved, someone should visit the accommodation first to check it is suitable before agreeing to it.

We can't, because;
June 2025
We cannot guarantee 4-star accommodation in the policy. Each home is reviewed with the customer and depends on what is available.
We cannot add this as a fixed rule because AirBnB options vary. However, we will always try our best to meet this request.

You said;
(Gas Safety Policy Consultation, June 2025)
Make it clearer what a TOAT (Turn on and Test) is and what it involves.

We did;
June 2025
We updated the policy to include the full name and explain what a Turn on and Test involves.

You said;
(Electrical Safety Policy Consultation, June 2025)
Put clearer labels on fuse boxes and distribution boards in shared areas.

We did;
June 2025
Even though these stickers are no longer required under BS7671 18th Edition, M&Y will bring them back to make things easier for customers. This will start from 1 July 2025.

You said;
(No Access Policy Consultation, June 2025)
Let customers track operatives like Amazon or DPD.
Offer shorter two-hour repair slots.
Create a shorter version of the policy with key points.

We did;
June 2025
We are creating a shorter version of all Asset Management policies to go alongside the full version.

We can't, because;
June 2025
We do not yet have the technology to offer live tracking. Updates will be shared through the Repairs Transformation Plan.
We would like to offer two-hour slots, but this is not practical. Repairs often need extra time for materials or unexpected work. Emergency repairs make up 25% of all jobs. A four-hour slot in the morning or afternoon helps us complete these while still keeping appointments. Shorter slots could lead to more missed appointments.

You said;
You wanted the Fire Safety Packs to fit your needs better.

We did;
March 2025
We created four packs tailored to different types of homes: Housing for Older People, Supported Accommodation, General Needs, and Redwing customers. Each one is designed to better meet your needs.

Got an idea to help us improve?


We’d love to hear from you. Your feedback helps us make our services better for everyone.

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