Shared Ownership annual survey: what you told us
Shared Ownership Our Tenants Annual Reports 05/06/2025
Understanding your needs, and how we can best meet them, is key to keeping you at the heart of everything we do. We always want to know how we can improve your experience with us, and this means hearing from you about what we can do better.
In April 2025, our Tenant Scrutiny team sent out a survey to all our shared owners to find out more about what we do well, what we could improve, and what more you’d like to see from us.
The results: what you told us
From the 127 responses we received, we’ve pulled out some key findings below – as well as what we’re doing next to put your feedback into action.
- 63% of you feel your understanding of shared ownership has improved since moving into your home
- 65% of you were able to find what you were looking for on our website
- 85% of you prefer to get in touch with us by email
Top 3 things you’d like to see us do more:
- Give you more information on selling your home, staircasing (buying more of your home), service charges, and rent increases to help you understand your shared ownership tenancy better.
- Visit you more often, including face-to-face meetings, surveys, and inspections to help improve our communication with you.
- Explain your repairs responsibilities in a clearer way, so you’re sure of what you look after in your home.
What we’re doing next
- Including your feedback in our current action plan. This’ll help us to make sure that along with improvements, what we’re already doing is making a difference to you. We’ll be sharing more information about the action plan with you through the year.
- Organising targeted focus groups for the key areas you told us you’d like us to focus on, such as repairs responsibilities, so you can have your say about what matters to you. We recently held a focus group dedicated to anti-social behaviour, and we have lots of other topics coming up throughout the year.
- Continuing to improve our communication channels, so we can get in touch with you how you’d like us to.
- Creating local communications with information on what’s important to you, based on where you live.
If you’d like to get involved in our shared owner focus group and help us to shape our services going forward, please email customerscrutiny@midlandheart.org.uk or call 07749713699.
You can find lots of useful information about shared ownership, including staircasing, and selling your home, on our webpage here.
