Tenant Voice - Making a Change

We continually listen to our tenant’s views, using the feedback they provide to improve our services, ultimately changing the overall experience they have with us for the better.

We know how important it is for tenants to see change when something isn’t right, so we make sure that any feedback we get is listened to and acted upon where possible.

We gather feedback through lots of different ways, including:

• Online through our Tenant Hub and social media pages
• Engagement activities – door-knocking / community activities / focus groups / Clean and Green Inspectors / Tenant Hub
• Consultation surveys – these are targeted questions about specific services we ask tenants to help us improve
• Partners – we gain feedback from our Community Partners
• Scrutiny exercises – where tenants take a ‘deep-dive’ into a service area to give us feedback and make recommendations for improvement
• Complaints – we use complaints to see where we can improve
• Transactional surveys – this is your feedback on a service you have received
• Conversations with CGA colleagues – this can be through door-knocking or at community events
• Mystery shopping – this is where tenants ‘test out’ our services and give us feedback

We regularly carry out consultation with tenants to gain their views and experiences on different subjects. These are a great way for you to take part in activities you find interesting. We are currently asking for your views on:

• Our opportunities to Get Involved – click here to complete a short survey to give us your feedback on how you would like to get involved with us.
• Our Scrutiny Group will be looking at our Repairs service. Take part in the next review by registering your interest here 

you said we did

You Said	We Did
You are struggling with the cost of living.	Delivered several activities to support you to sustain your tenancy. These included a free school uniform store, cooking-on-a-budget courses, Winter Warmer sessions and cost-of-living workshops.
You wanted to speak directly to teams when calling us.	We changed our phone system and now all calls go directly to the specialist team.
You wanted information presented in an easy-to-read format, clearly setting out what you can expect from our services.	We have worked with our Tenant Talk group to create easy-to-read factsheets for each area, with tenants choosing the design and format of the new design.
You wanted more choice for repairs appointment times.	We changed the working pattern of our operatives so we can now offer a greater range of evening and weekend appointments.
You wanted to be able to easily make a complaint online.	We added a complaint reporting button to the homepage of our website.
You wanted us to review our Damp, Mould and Condensation process, including how we communicate with you throughout it.	We worked with tenants to undertake a full review of this area. We introduced new sections on our website and changed the way we present information on the subject.
You wanted online opportunities to get involved.	We introduced our Tenant Hub and Tenant-only Facebook Group – providing you with a quick and easy way to find out about and take part in our activities.
You wanted us to only deal with neighbourhood issues that are our responsibility.	We will focus on dealing with anti-social behaviour issues which are our responsibility and provide you with information on what should be reported where.
You wanted to know what number you are in the queue when calling our repairs service.	We have introduced call-waiting position numbers for all incoming calls to our repairs team.
You wanted the text in our tenant newsletter, Gateway News, to be bigger.	We now produce the document in font size 12.
You wanted support with reducing social isolation in older people.	We have worked with several partners to introduce a free activities programme for older tenants to enjoy.
You wanted to receive repairs appointments and reminders by text message.	We introduced a text message system into our repairs appointment service.