We’re committed to listening to our customers and acting on what you tell us. Whether you’ve shared feedback about repairs, anti-social behaviour, contacting us, or how we advertise our homes, your views help us understand what’s working well and where we can do better.
Every piece of feedback matters. By listening to your experiences and taking action, we can make our services clearer, fairer and easier to use. Here are just some of the improvements we’ve made over the last year as a result of what our customers told us.
You said:
You told us services and repairs needed to be faster and easier
We did
We improved repairs, support and local services. We reduced repair times and improved communication. Repairs are now completed quickly, with average times reduced from 29 days to 16 days. The average speed to answer customer calls has reduced to 3.9 minutes.
You said:
You told us services felt too distant
We did:
We brought support into your neighbourhood through our mobile housing hub, visiting 50 neighbourhoods across Sunderland and supporting over 260 face to face conversations,
You said:
You told us you needed more practical and community support, but that not everyone was accessing it.
We did:
We brought services closer to you and provided targeted support to ease pressure and support families when they need it most. We're always out and about in your neighbourhoods whether we're hosting drop in sessions or dropping by your neighbourhood, we're there to listen, have a chat and support you. Keep an eye out on our social media for drop in sessions in your area.
You said:
You told us homes needed improving
We did:
We invest millions in thousands of homes every year. We've focused on making homes warmer and more affordable, helping to reduce energy costs and keep homes easier to heat. We improved over 6,500 homes with 95% of customers satisfied with improvement work.
Thank you to everyone who has taken the time to share their views with us. Your feedback really does matter and plays a vital role in shaping how we improve our services.
Find out how you can share your views by clicking here
