Living with motor neurone disease, she wanted a view that would help her feel connected to nature.
After sharing her concerns about overlooking the car park, Jackie spoke with the housing team, who listened to her feedback and worked with her to find a more suitable flat with a countryside view. It’s an example of how listening to customers and understanding what matters most to them can make a real difference to everyday life.
From her new home, Jackie found inspiration in an oak tree visible from her balcony. The tree became the centrepiece of a story she wrote for her family, creating a lasting legacy and a source of comfort for her loved ones.
What began, in Jackie’s words, as a “pamphlet” has since been published and is now raising money for Severn Hospice, where she enjoys attending arts and crafts sessions.
Jackie’s experience reflects the importance of listening to customers and acting on their feedback, something highlighted in Housing Plus Group’s latest Tenant Satisfaction Measures, where 74.6% of customers said they feel listened to and 86.0% said they are treated fairly and with respect. You can read more about the TSMs here.