Thank you for helping shape our future lettings process

Thank you to everyone who joined our recent customer focus group to discuss how we let homes and manage empty properties (voids). We really appreciated you taking the time to share your views, and the feedback from the session was very positive.

Customers told us they welcomed the changes we’re proposing and liked the direction of travel, particularly around clearer communication and making processes easier to understand.

During the session, customers highlighted a number of helpful suggestions, including:

• Clearer explanations of tenancy terms, such as a short video or podcast in plain language
• Additional text reminders at key points in the lettings process
• More opportunities to be involved through focus groups and workshops.

We also discussed how we can better support customers who don’t go online, so that there are always alternatives such as phone or postal options alongside online services.

We’ll now look at how we can make the changes based on your feedback. This includes:

• Improving how we explain tenancy responsibilities
• Enhancing reminders and communications
• Exploring more regular customer focus groups so you can continue to influence how we deliver our services.

We’re also following up separately on the decorating voucher ideas discussed during the session.

We’ll continue to share updates as the review progresses. If you have any further comments or questions in the meantime, please get in touch, your feedback plays an important role in shaping our services.