Our customers feedback to government

More than 100 of our customers have helped us shape our response to the Government’s Social Housing Green Paper proposals on involving, engaging and empowering social housing residents.

The experience of living in social housing is one of the key themes of the paper and so we invited a diverse range of our customers to complete a survey to gather their views on areas including the complaints procedure, resident empowerment and if they feel there is a stigma around living in social housing. 

Our Customer Scrutiny Team supported us to gain customer responses to a survey with several individuals then taking part in a focus group to examine the implications of the paper in more depth.  Some customers also went on to meet the Minister for Housing and Planning to talk about what the paper means to social housing residents like them.

“We were very pleased to receive input from customers, members of staff and partners in our response to this important consultation,” said Glenn Harris, Chief Executive Officer at Midland Heart.

“Responding to this consultation has complemented our wider work to gain feedback from our customers and has given us even more valuable insight into their housing priorities, which has really helped shape our submission to Government and in turn our next corporate strategy. 

“We understand that our customers’ want their housing provider to demonstrate ownership of fire safety and provide easy access to advice and guidance. Customers insisted that any new approach to scrutinising performance must be meaningful and want to see stigma tackled by addressing the underlying causes, including the way homes are allocated and the difficulty of securing sanctions against problem tenants.

“With this is mind we have focussed our submission on the importance of creating balanced communities and the need for top quality homes but most importantly - thriving neighbourhoods.”

Our wider work includes partnering with a new housing research agency Voluntas, who are supporting us to survey 1,700 customers every month across 10 of our service areas, including complaints, to provide us with real-time customer feedback and help us drive service improvement.

You can download our full submission to the Green Paper here.

17th January 2019 | 2019