You said, we did
We value your feedback and involvement. We believe in listening to and acting on customer feedback to improve our services. It's really important to us that we close the loop and report back to you any learnings and changes in response to the feedback we've recieved.
2026
Our Tenant Suggestions and Action Log 
(140 KB)evidences the actions and outcomes achieved in response to tenant feedback. In the last year, we have received a total of 26 tenant suggestions, all of which were accepted. Of these, 14 have been implemented and 12 are ongoing or in progress.
Here is an update on how we are using recent feedback
You said:
At a coffee morning in Portchester about Later Living, you said you wanted clearer information about the Later Living options and regular updates on the Assheton development.
We did:
We created clear FAQs, updated our website, promoted Assheton fairly and used tenant priorities (communal space, on-site support and gardening) to shape our plans.
The impact is better understanding of Later Living options and tenant priorities directly influencing the Later Living Strategy and action plan.
You said:
You said complaints should be the first scrutiny topic conducted by the Tenant Advisory Group (TAG) and recommended ways we could improve the service such as making the process clearer, friendlier and more transparent.
We did:
We supported TAG to complete a full scrutiny review, improve letters and tone, introduce acknowledgement information and resolution summaries, promote a 'Talk to Us Early' approach, improve contact visibility, and commit to learning-from-complaints reporting.
The impact is a more transparent, accessible complaints process, clearer expectations for tenants, and shared learning that helps improve services.
You said:
In a workshop to help share the New Affordable Housing Strategy you said the housing waiting list and the meaning of 'Affordable Housing' were confusing.
We did:
We have provided plain-English explanations, clarify what 'Affordable Housing' means, and improve document layout using images, colour and graphs.
The impact is clearer understanding and better-informed expectations for tenants.
You said:
In a workshop about designing the 'Getting to know you' tenant census, you said some questions needed more explanation and clearer wording.
We did
In the survey we have explained why we ask questions about protected characteristics, health and disability, and simplified category wording.
The impact is greater confidence in sharing information and better data to shape services around tenant needs.
You said:
In a workshop to help improve our new 'Good neighbour guide', you said the guidance should be clearer, friendlier and explain what to do when problems arise.
We did:
We are working on this and have added practical examples of being a good neighbour, included advice on resolving problems, softened the language and removed outdated content.
The impact is clearer guidance that supports positive neighbourhood relationships and early resolution.
You said
During a quarterly review meeting of our Gas Contract, your tenant representative said that contractors do not always allow enough time for tenants with mobility needs and also mentioned some text links did not work correctly.
We did
We have introduced a process for contractors to allow extra time at the door in later living schemes and the Gas Contractors began fixing broken webchat links in text reminders.
The impact is improved accessibility, safety and access to support.
Overall impact so far...
Tenant feedback in 2025/2026 has directly shaped services, policies, communications and contractor practices.
Scrutiny through TAG has led to clear, measurable improvements, and tenants can see how their feedback results in real change. Find out more about TAG's scrutiny review on complaints.