Listening to our Tenants
We are always striving to do better, and we do that by listening to our tenants
We are always learning, and we do that by listening to our tenants. Through our tenant engagement groups, including Sedgemoor Tenants Assurance Committee, our Service Improvement Panel, and through feedback from complaints, Tenant Satisfaction Measures, and surveys, we continue to strive to improve our services based on what tenants need.
What you said: What we did
| You said | We did | This as the impact | Status |
| “Keep us informed and do not leave us chasing for updates.” | We are strengthening communication commitments for complaints and service requests, including a named owner, preferred contact method, next update date and clearer recording of actions. This will be used alongside revised service standards and regular action follow-up. | Customers receive clearer, more proactive updates and have better visibility of what will happen next. The expected impact is fewer repeat contacts caused by uncertainty, stronger trust in follow-up and clearer evidence that actions have been completed. | Embedding in 2026/27 |
| “Make it easier to understand when something is a complaint and how to escalate it.” | We reviewed and updated the Customer Complaints and Feedback Policy, improved signposting through the website and reinforced the message with colleagues that expressions of dissatisfaction must be recognised and recorded appropriately. All requests to escalate to Stage 2 were accepted in 2025/26. | Customers have fairer access to the complaints process and the review stage. This supports transparency, strengthens compliance with the Complaint Handling Code and helps ensure dissatisfaction is not treated as routine contact when a complaint response is needed. | Delivered and monitored |
| “Repairs, damp, mould, heating and follow-on works need stronger ownership.” | We are using complaint and Tenant Satisfaction Measure (TSM) insight to focus on repeat repairs, contractor follow-up, heating and ventilation concerns, damp and mould, and programmed works communication. Open complaints and outstanding remedial actions are being reviewed with service leads so that each case has a clear owner and next step. | The improvement aims to reduce repeat dissatisfaction, improve right-first-time resolution and ensure customers are not left uncertain about who is responsible for progressing outstanding works. | Active service improvement priority |
| “Anti-social behaviour and neighbourhood cases need clearer explanations and updates.” | We are improving ASB and neighbourhood case communication by explaining evidence thresholds, actions taken, constraints and review dates. Learning from complaints and Housing Ombudsman Spotlight reports is being used to strengthen record keeping, accountability and customer communication. | Customers better understand what can and cannot be done, what evidence is needed, and when they will next be updated. This will reduce frustration where cases cannot progress in the way a customer hoped, while ensuring action taken is clearly recorded. | In progress |
| “Recognise our individual circumstances, especially where vulnerability, disability or health needs are involved.” | We are embedding vulnerability prompts into complaint triage and response drafting, including reasonable adjustments, preferred contact methods and impact assessments for complex cases. Tenant insight data is being used to better understand communication, access and support needs. | Customers with additional needs should experience more tailored, sensitive, and practical service recovery. This will improve fairness, safeguarding and tenancy sustainment, and help teams plan services around lived experience rather than standard assumptions. | Embedding and data quality work ongoing |
| “Improve the website and make information easier to find.” | Service Improvement Panel members reviewed the housing website, focusing on accessibility, information clarity and user experience. Their feedback is informing the next phase of web development, including clearer navigation and better visibility of support resources. | Customers can find key information more easily, understand frequently used processes and access support without needing to contact us unnecessarily. This also supports digital inclusion by making online information clearer and more accessible. | Customer-led feedback informing changes |
| “If customers give feedback, tell us what happened as a result.” | We are strengthening the feedback loop through customer-led scrutiny, Service Improvement Panel updates, governance reporting and planned “You said, we did” updates. STAC feedback has also highlighted the need for earlier progress updates on meeting actions and clearer explanations where timescales change. | Customers have greater confidence that their views are valued and acted upon. Better progress updates help avoid customers feeling de-prioritised and will make service improvement more visible and accountable. | Improving governance and reporting back |
| “New tenants should move into homes that are clean, ready and with outstanding repairs clear.” | Feedback from site visits and transactional survey analysis is informing the approach to preparing empty homes, including property presentation, maintenance, cleanliness and follow-up repairs. Panel feedback is also informing future inspections and service standards. | This has improved first impressions for new tenants, reduced avoidable dissatisfaction at the start of the tenancy and supported clearer standards for what customers can expect when they move in. | Learning informing empty homes work |
| “Use what you know about customers to design services around different needs.” | We have developed a tenant insight baseline to understand customer demographics, communication preferences, vulnerabilities and support needs. We are also planning further tenant profiling and data quality work to fill gaps in equality, diversity and socio-economic information. | Better insight helps services target support, plan reasonable adjustments, engage underrepresented customers and evidence compliance with the Consumer Standards. It has also helped to link complaints, TSMs, ASB, safeguarding and tenancy sustainment learning. | Baseline established; profiling campaign in progress |
| “Make sure service standards are clear and consistent as the organisation changes.” | The Service Improvement Panel discussed current service standards across housing management, repairs and customer support. The feedback is being built into revised service standards for the wider organisation as teams align and prepare for the larger operating model. | Customers will see clearer expectations about response, communication and service quality, helping reduce inconsistency and improving accountability across the combined service offer. | Being developed as part of wider alignment work |
Tenant Satisfaction Measures
See our latest TSMs, our benchmark for performance and how the measures are set
Complaints handling
Find out how we handle complaints and what you can do if you have an issue