We’re committed to listening to customers and acting on feedback
We’re committed to listening to our customers and acting on your feedback. We take your comments, complaints, survey feedback and compliments seriously.
We aim to “Listen and Act” and will be regularly updating you with what we’re doing to make improvements to our services.
You can also find updates on how we're delivering our corporate plan and key strategies and more information on our get involved pages about the difference customers are making through our regular customer engagement activities.
Please see below for examples of how we're listening and acting on your feedback.
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August 2026
Listen: Members of our Customer Insight Group have told us they find these formal scrutiny panels really important and a great opportunity to carry out in depth scrutiny of different service areas, but it takes time to do this well, producing reports and recommendations which change our service.
Act: We're holding our next formal scrutiny on ASB in the new year to allow CIG members space to learn and bring our newer members up to speed.
Listen: Customers tell us that in some neighbourhoods pet nuisance is an issue, from dog fouling, not keeping dogs under control or on leads to persistent barking
Act: We promote responsible pet ownership at every opportunity and have been awarded a Gold PawPrint awards by the RSPCA for the third year in a row. This award recognises our pet-friendly housing policies and the practical, pet-inclusive approaches we take in promoting responsible pet ownership among our customers.