We are improving our services by listening to, and working with, you. We regularly seek your feedback through our:
- Customer Partnership Panel (CPP)
- Virtual Customer Panel (VCP)
- Transactional surveys
- Tenant Satisfaction Measures (TSMs)
- Customer advocates (previously known as our complaints and feedback team)
Listening to this feedback is important, but acting on it is the key to improving our services and customer experience. That is why we have been keeping track of the service improvements we are making with your help.
We are committed to placing customers at the heart of our organisation and we will continue to listen and act. All the projects listed below started thanks to your feedback.
Complaints
You wanted more personalised support during complex complaints.
Face-to-face meetings are now offered where needed, providing individual support for customers.
We need to improve our communication during the complaints process.
We now ask customers how they would prefer to receive updates on their complaint and we make sure to contact them before outcome letters are sent. We have also introduced follow-up calls to make sure repairs and agreed resolutions are completed and all communication is recorded for consistency and accountability.
Our response to complaints felt too formal.
We have introduced clearer response letters, supported by staff training and quality checks.
The compensation process was too slow.
We have streamlined the process by using one shared system, reducing delays and improving accuracy.
You weren’t always satisfied with the outcome of your complaints.
We have increased follow-ups with customers following the outcome of a complaint and improved our processes, which we are pleased to say has led to an rise in satisfaction.
Neighbourhoods
Communal areas need more investment.
We have invested £1 million into our communal areas, along with ongoing reviews to maintain them in the long-term.
You had safety concerns about the security of communal areas.
We monitor all our communal areas daily to identify any security issues and repairs needed. A risk assessment is then carried out to prioritise the work that needs to be completed as soon as possible.
Our policies should be clearer.
We have introduced new Good Neighbour, Anti-Social Behaviour and Hate Crime policies and our CCTV policy is currently being updated to reflect new guidance.
Lettings
The information we provide at sign-up could be more streamlined.
We have introduced digital sign-up packs. Customers are now given a QR code that links to all the information they need online.
You wanted our policy around empty homes to be clearer and easier to understand.
We are introducing a new allocations and lettings policy for the Group, which will include clear timelines and processes for customers.
Repairs
Repairs scheduling and communication needed to be improved.
Customers are now informed directly of any changes to their appointment via a telephone call.
We could improve the way we communicate with you about delays to repairs.
Our repairs service status is updated each month on the Homes Plus website to reflect the current wait times for repairs.
Missed appointments were not well managed.
We have introduced a more reliable process to make sure that repairs aren’t closed until they have been completed or resolved.
We should introduce more preventative maintenance.
In February 2026, we put in place a new Asset Management Strategy which focuses on planned maintenance.
Reports of damp and mould needed quicker action.
We have introduced a triage system and faster referrals to make sure we comply with regulations and Awaab’s Law.
Customer services
We could make our communication more accessible.
Our customer service colleagues have all undergone training to support our neurodivergent customers, so they can communicate with you in a way that suits your needs. The training has also been added to our inductions for new colleagues.
You wanted us to answer your calls quicker.
We are actively recruiting to our customer service team to help improve our response times.
Outstanding repairs needed to be followed-up.
It is now standard practice for us to contact customers with any outstanding repairs to confirm and schedule appointments.
New homes
Our handling of defects was unclear.
We have introduced a single point of contact, responsible for defect handling, making the process simpler and more efficient.