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.
Back to the list
November 2025
Listen: Customers who were having their kitchens replaced on our planned works programme told our Customer Insight Group that they receive too many letters with information about the process which can be confusing.
Act: We’ve condensed the information into one easy-to-read information pack, which guides customers through the kitchen replacement process.
Listen: Customers have been reporting similar repair issues that can sometimes be resolved simply at home.
Act: We've looked at the types of repairs and have started a "repairs how to" campaign with short film clips from our operatives, including a step by step guide on what to do with certain issues. The first film from this campaign is resetting your boiler.