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. 

2025 

Here is an update on how we are using recent feedback

You said:

A group of involved tenants co-produce the Tenant Advisory Group (TAG) to deliver tenant scrutiny. The overarching role of TAG is to hold Fareham Housing to account by scrutinising and monitoring the Council's services, decisions, and performance.

We did:

We supported tenants to shape and co-produce the TAG, including developing its Terms of Reference and their name. We facilitate regular meetings and created clear pathways for TAG to report directly to Senior Management and Councillors.

The impact:

TAG is now actively influencing service delivery by raising tenant-led priorities and providing evidence-based feedback. This has already led to a review of Fareham Housing's approach to complaint handling. Housing management are responding to TAG's insights, ensuring tenant voices are embedded in decision-making.

You said:

During a workshop, tenants told us they weren't aware they needed to request permission for certain improvements and alterations in their home, as outlined in our new Improvements and Alterations Policy. They also said this information should reach all tenants, not just those at the start and end of their tenancy. 

We did:

We listened and acted. To raise awareness, we're including a clear summary of the policy in the next Fareham Housing newsletter, which will be delivered in print to every tenant. This ensures the message reaches all households, not just those online or at key tenancy stages.

The impact:

Tenants are now better informed about their responsibilities and rights when making changes to their homes. This helps prevent misunderstandings, supports safer alterations, and promotes a more consistent experience for all tenants.

We will continue to monitor feedback and explore other ways to keep important policy information accessible and visible.

You said: 

In a workshop with our tenants who have been through a decant process, they the opportunity to share their experience and improve the service for tenants in the future. They said: 

• "There's a lot of paperwork and calls — a checklist and extra info on the website would help."
• "The easy read is clear, but could use more icons."
• "Some people feel nervous about being decanted — maybe share positive case studies online."

We did: 

We listened and acted:

• We have added a checklist of key tasks at the end of the Easy Read guide to help tenants stay organised.
• We have included more icons to break up the text and make the guide even easier to follow.
• We are now gathering positive case studies to share online, helping to reassure and inform tenants who may be facing a decant.

The impact:

These changes are already making the decant process clearer and more supportive for tenants. By co-designing improvements with those who've lived through it, we can build a more empathetic and accessible service

You said:

We are pleased to have had a tenant representative involved in the procurement of our new Gas Contract. One key area they helped improve was the tone and clarity of our letters to make them more friendly. 

We did:

We worked closely with the tenant to revise the language in our communications, ensuring it's more approachable and easier to understand.

Their feedback also sparked ideas for new features that are now in development.

The impact:

Thanks to this collaboration, tenants will not only receive clearer communication but will also benefit from upcoming improvements shaped directly by tenant insight. These changes will be announced soon and they are a direct result of listening to lived experience.

You can read about our tenant representative's experience here.  (969 KB)