We collect feedback from customers in several ways. These can be in person, at coffee mornings, engagement activities, as part of our complaints process, satisfaction surveys, or as part of our neighbourhood visits.

In the below 'you said, we did' updates, we're sharing how your feedback is being used to change or improve things.

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2026

Service standards

You said

We did

You told us what is most important to you in creating services you trust

We used customer feedback to review our service standards and identify where clearer, more consistent information is needed. This will help make expectations easier to understand and support better conversations about the services customers receive.
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Interviewing senior colleagues

You said

We did

You wanted customers to be more involved in the process of recruiting to the posts of senior managers and above

Scrutiny members have played an active role in recruitment for senior roles, including assistant director housing, new board members and the new chief financial and IT infrastructure officer. Their involvement means customer views are represented in key appointments and helps ensure senior leaders understand what matters to residents.
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Getting out into the community

You said

We did

You wanted to see more colleagues visiting estate and schemes

As part of the neighbourhood policy review, colleagues visited schemes in Devon and Cornwall to speak with customers face to face. These visits gave customers a direct opportunity to share what is working well and what could improve, and their feedback will help shape future neighbourhood policy services.
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Rent letters

You said

We did

You would like to see your current rent charge to compare with new charges

We will begin to incorporate this on some of the rent letters this year.
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Housing Officers

You said

We did

You told us you wanted to see more of your housing officer.

We have recruited extra support roles to give housing officers more time to come out to estates.
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Safeguarding adults leaflet

You said

We did

You asked for more information about different types of abuse to the adult safeguarding leaflet as well as a single point of contact.

We added financial abuse to the list of different types of abuse to the leaflet and included the details of the local police for people to use.
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2025

Home owners group/shared owners

You said

We did

Home owners and shared owners asked for more engagement opportunities.
  • We have a page dedicated to home owners here
  • We have set up a home owners group that meets quarterly.

Complaints

You said

We did

You wanted an action plan with timescales when you make a complaint.

An action plan will be included within complaint response, and it will contain dates and timescales.

You asked us to review our anti-social behaviour policy to make sure it was fit for purpose.

A policy review will take place in autumn 2025. We’ve already sought feedback from Our Voice and had a survey in Moor To Sea.

Compensation

You said

We did

You told us that the levels of compensation in the old policy were no longer appropriate.

 Compensation levels offered as part of our process have been reviewed.

Vulnerability and reasonable adjustments

You said

We did

You told us that customer satisfaction was lower for customers with recorded vulnerabilities.

 We will introduce a new policy aiming to personalise service to customers that is appropriate for their circumstance.