You spoke, we listened | Tenant news

A big thank you to all the tenants that attended our online regional listening events this May. A total of 55 of you attended the two-hour sessions across the country.

You heard from our Senior Management Team about how we carry out repairs, what’s happening in your neighbourhood, our planned improvement works and how we engage with you and keep you informed.  

What you told us

Not only did you hear from Habinteg staff, contractors and surveyors, you also got the chance to talk to us about your home, neighbourhood and how you feel about the services we provide.

One of the main themes that came up at each regional event was participants’ lack of satisfaction with our repairs service. These comments will be fed in to an improvement plan for the repairs service. Many of those who attended also made us aware of individual ongoing concerns that required our immediate attention. We’ve taken those issues away and are working to resolve them.

Tenants were very complimentary about our neighbourhood team staff, and how hard they work to resolve your issues and help make your homes and neighbourhoods great places to live.

You also told us that you felt that we’re making great strides in improving the way we engage with you, and these listening events and other tenant involvement opportunities are an example of our commitment to do this.  

What we’re doing

We’re working hard to improve tenant satisfaction with our services.  Your feedback helps us to identify and prioritise areas for improvement, not just at a national level but a regional one too.

Habinteg’s CEO, Nick Apetroaie said: “We know that there’s been some challenges with our repair contractors, and we’re working to rectify this. This means that in some cases we’ve had to end contracts in order to improve our repairs service and tenant satisfaction. Our customer services team continues to do an excellent job, but as an organisation we’re looking to get better at the way we communicate with tenants.”

We’re always working to ensure that our services exceed your expectations at the same time as delivering value for money. So, we’ll be getting tenants involved in the review of our maintenance contractors, to help us improve the service we deliver to all Habinteg tenants.

Our Customer Engagement Manager, Ann Johal said: “We were really pleased to have so many of you join our listening events. The online sessions gave us an opportunity to hear clearly how you feel about our services. We’ve taken away several key actions from the events and will continue to work with you to bring about changes.”

Get involved

If you’d like to play a role in helping us to improve our homes, services and performance, email our Customer Engagement Team on customerengagement@habinteg.org.uk to learn more about becoming a tenant representative or joining one of our tenant panels. 

Visit www.habinteg.org.uk/tenantinvolvement to learn more about our tenant groups and panels.