How tenants have shaped how we look after their homes

We’re making changes to how we look after tenants’ homes, based on what tenants have told us matters most. Over the last year, we’ve worked with tenants to review our approach and understand how we can make planned maintenance clearer, fairer and more focused on each home.

The review looked at how we decide when major improvements are needed in tenants’ homes, how we explain those decisions and how we make sure our investment is fair and focused on the condition of each home.

What’s changing?

Because of tenant feedback, we’re moving to a condition-based approach for replacing things like kitchens and bathrooms. This means we’ll replace them when their condition shows they need replacing, rather than simply because they’ve reached a certain age.

Any savings we make from this change will be reinvested into improving tenants’ homes. This will include work to make homes warmer and more energy efficient.

We’ve also improved how we share information before and after a home condition survey. We’re strengthening how we work with contractors, communicating more with tenants and putting extra measures in place to support customers with additional needs.

Tenant feedback makes a real difference to how we improve our services. We’ll keep listening, explaining our decisions clearly and making changes based on what tenants tell us.

Read the full You Said, We Did case study to find out more about the changes we’ve made.

If you’d like to know more about how tenants are helping us shape our services, visit our ‘How you’re shaping our services’ page.