Hearing directly from you helps us to understand the real impact of our work. We recently held an in-person event where we invited our Involved Tenants and gave them the opportunity to meet our contractors and give feedback on their experiences.
As part of the ‘My Voice framework’, our tenant groups for both damp and mould and repairs services felt there were improvements to be made to how work was being completed in our homes, but most importantly, with how they were being communicated.
On the day, we collaborated with:
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Involved tenants
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Colleagues
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EA-RS (formerly CCSS)
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GP Roofing
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DRC
Nothing beats direct and honest feedback from our tenants. On the back of your feedback, we recognised that there are a handful of areas of dissatisfaction while a repair is taking place, and after it’s been completed by a contractor.
Because of this, we wanted to give our Involved Tenants the opportunity to speak with our contractors in person and share their experiences and expectations. It also gave our Involved Tenants an opportunity to share what ‘good’ looks like from their perspective and make suggestions on how things can improve.
Hearing your feedback helps us to understand how we can build better services together.
We asked our contractors to share what they had learned and how this will influence future working. They talked about the below key themes they will work on, as well as others:
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Use different methods of communication to give you updates.
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Always communicate whenever there’s been a delay.
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Introduce new ways for you to give feedback once work has been completed.
To hold our contractors accountable, we’re going to host a follow-up event in April 2026 for our Involved Tenants and contractors to collaborate once again and understand what improvements have been made since the last event.
If you'd also like to get involved to have your say and make a difference to our services, please visit our website here or email our Tenant Scrutiny team on customerscrutiny@midlandheart.org.uk
