Working together to keep you happy in your home

Our Homeownership focus group is a great opportunity for us to hear your thoughts and ideas on what’s working and what needs to change. The group met recently to talk about how we can improve services, communicate better, and make sure your voice helps shape what we do.

You said, we did – how we’ve acted on your feedback

Over the past year, we've been listening to what you’ve told us and made improvements as a result. Here’s what we’ve done with your feedback.

Offering dedicated support for residents

• We've launched dedicated webpages with up-to-date information on the topics such as bereavement support and the Homeownership team.
• We've also improved the support available around staircasing – the process of buying more of your home – by organising a demo with our third-party partners, Stairpay. One of our residents, who recently reached 100% ownership of their home, shared that the demo sessions helped them understand the staircasing process better and feel more confident about their future.

Keeping you in the loop

We want to make sure you always know what's going on. Throughout the year, we share updates on key topics:

• Spring – Rent and service charges
• Summer – Anti-social behaviour and grounds maintenance
• Autumn – Getting ready for winter and repairs
• Winter – Moving home and resales

Improving satisfaction scores

Tenant satisfaction has risen to 61.7% - up 8% from last year - putting us among the best-performing housing services in the country. That improvement is down to tenants like you getting involved and sharing your views as well as holding us to account by ensuring we do what we promise to do.

What’s coming up next

We know you want clearer information about things like costs, timescales, and what to expect as a homeowner. We're working on that, including simpler processes and better guidance to guide you through home ownership – especially as we bring more services in-house to make things quicker for you.

Here are some other ways we’ll be supporting you on your homeownership journey:

• Giving you clearer information on what you look after in your home, and what we’re responsible for.
• Offering extra support through welcome meetings with a dedicated Homeownership officer to help new homeowners settle in.
• Holding quarterly online webinars to help you understand your rent, service charges, and maintenance. These webinars are open to everyone, and you can find out more information our dedicated Homeownership webpage in the coming weeks.

Want to have your say? Get involved!

Your experiences and feedback are what makes things better. Look out for upcoming webinars, community visits, and updates through our dedicated website, newsletter, Facebook and Homeownership focus group page.

If you’d like to get involved in our Homeownership focus group and share your feedback and experience, get in touch with the Tenant Scrutiny team at customerscrutiny@midlandheart.org.uk or call 07720 143 676.