Improvement work

Several metrics are not performing as we would like. Which is why, along with setting 5-year improvement targets, we’re also actively working to improve the metrics.

Listening to customers 

We’ve made good progress in listening to customers and keeping them informed, but we still have more plans to improve how customers see us. Here’s what’s been done recently or is coming up:

  • Your Voice – expanding our online platform for consultations, updates, and building-specific safety pages with feedback options.

  • Impact reports – quarterly updates showing the difference we’ve made and how customer feedback has led to changes (“You Said, We Did”), shared in various formats.

  • Working with sector tenant engagement experts TPAS – reviewing and improving our engagement approach, focusing on hearing from quieter voices and capturing informal feedback.

  • In-Focus scrutiny team – trained customers will carry out in-depth service reviews, supported by a wider group of customers.

  • Service Improvement – working with customers to design future services to make them inclusive for everyone.

 

Presence in Neighbourhoods

  • We promised to open 5 local community hubs. The last one, in Bradford city centre, is now open.

  • Later this year, we’ll launch a new neighbourhood model. Staff will cover smaller areas so they can spend at least 80% of their time in the community, supporting and managing customers.

Repairs and Maintenance

  • Emergency repairs completed on time are up 5%, and non-emergency repairs up almost 3%.

  • In March 2025, we launched a new repairs survey to get more detailed feedback. Responses have doubled, and satisfaction is at 79.3%. We expect overall satisfaction to rise in the next 12–18 months.

  • We’re improving reporting on productivity, follow-up work, and missed appointments to fix scheduling issues and speed up repairs.

  • This data is guiding our repairs improvement project to improve diagnosis, response times, and first-time fixes.

Block and Property Improvements

  • We’re carrying out a full stock condition survey and EPC checks. Over 11,000 surveys and 8,000 EPCs have been completed so far. We will continue this work in properties we haven’t accessed yet through the remainder of the year.

  • This year’s investment programme includes improvements to several communal areas and blocks, including Kennedy House and Westgate Gardens.

  • We’re reviewing future plans in our high-rise buildings.

  • We’re keeping customers informed at every stage to help them feel safe.