We’re excited to introduce our new tenant webpage designed just for you, which is all about transparency and action, to see how your feedback is making a real difference. We’re going to be highlighting the feedback you’ve shared with us so everything ‘you’ve said’ and what action we’ve taken in response so what ‘we did’ with it and the impact of those changes.
You said and we did – here’s what your feedback has helped us change and improve services for the better.
Total number of actions
Number of live action plans
Actions in progress
Actions completed
Action plans completed
Here's an overview of the progress we're making putting your feedback into action. This covers April 2023 - December 2024.
Completed projects
To ensure our aids and adaptations service is working well, we reviewed the whole process with the help of our Involved Tenants.
Influenced by the Consumer Regulations, this Scrutiny project reviews our approach to tenant involvement in the procurement and contract management of tenant facing services.
We want everyone to feel like they can be themselves, which is why we've been working to make sure our schemes are inclusive and welcoming for everyone.
Projects in progress
Our Tenant Scrutiny team, along with some of our Involved Tenants feel a key priority of ours should be to demonstrate that we listen and understand your needs.
With some of our Involved Tenants, our Tenant Scrutiny team looked at how well we inform you on building safety regulations and how we can improve.
As repairs is one of the key drivers of tenant satisfaction, our My Scrutiny group identified communications around repairs as a high priority to be evaluated.
We wanted to build better connections between our teams and our tenants, so we took a look at how we communicate to you about your neighbourhood.
This project will look at any changes we can make to help improve our Boards understanding of our tenants needs to influence and support our decision making.
Looking at how we can help with rising energy costs, while seeing if we can support you with adopting smart energy behaviours.
This Scrutiny project was commissioned to see whether any new changes could be made in response to the Housing Ombudsman’s key recommendations.
With the help of our Involved Tenants, we took a look into our Successions service, where a tenant might be allowed to carry on living in a property if someone, usually the lead tenant, passes away.
Coming soon!
Below are some of the projects we’re thinking of exploring next year with your help. If there are any you’re really interested in and want us to prioritise, or if you have any other suggestions for new projects, please let us know by emailing our Tenant Scrutiny team on customerscrutiny@midlandheart.org.uk
This project will look into the experience of tenants who've moved into their homes with a mutual exchange and understand how it's compared to those who've joined via the lettings process.
On the back of tenant feedback, we're going to be looking at the whether you feel our communication touchpoints meet your needs and pin point areas for improvement.
Become an Involved Tenant
If you’d like to get involved in our projects, you can join My Voice and take part in a way that suits you best, even from the comfort of your sofa!
Any questions? Our Tenant Scrutiny team would be more than happy to help answer them for you.
We've also created our Tenant Insight Report, which shows the range of different ways we listen to your views and how your feedback has made a difference, click below to see a copy:
