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What We Do

You said, we did

When you share your ideas, feedback or concerns, it is important that we not only listen but act.

January & February 2026

You said: Policies need to feel fair and reflect real customer experiences.
We did: Our customerled Policy Stars group reviewed and gave feedback on recharges and restrictive practice, helping shape how these policies are improved.

Autumn 2025

You said: You want to hear from the people behind the job titles.
We did: Customers interviewed our Chief Executive, Chris Hampson, for the autumn edition of Heads Up, asking about what motivates him, his daytoday work and life outside work.  You can watch the interview below:

October 2025

You said: Meeting notes are hard to understand and use too many acronyms or  shortened words.
We did: We introduced clearer, more visual meeting notes written in plain English, inspired by work at our Barnsley Street service. These are now our standard format.

You said: Safety is a top priority and information should be easy to find online.
We did: We launched a new website with a dedicated Customer Hub, making important information easier to access. Building safety is now clearly highlighted at the top of our performance page.

You said: Customers should help choose senior leaders.
We did: Customers helped recruit our new Director of Housing and Customer Services.

September 2025

You said: Customers should help review and improve policies.
We did: We set up a new customerled policy group. Customers named themselves the Policy Stars and began working with us to codesign how policies are reviewed.

July and April 2025

You said: Customers should have a real say in who leads the organisation.
We did: Customers helped recruit new members of our Board, ensuring customer voice and values were central to the decisions.

June 2025

You said: Senior leaders should understand customers and families better.
We did: Customers and family members helped recruit our Managing Director of Learning Disability and Autism, including interviewing them as part of the process.

Here are some more examples of some of the changes we’ve made as a result of tenant feedback:

  • You told us through surveys and customer voice panels that we need to improve how we communicate with customers. We have created a new customer editorial group who co-produce quarterly editions of our newsletter ‘Heads Up’. It contains real stories, information about opportunities to get involved, updates from our customer voice panels, and some fun and games. Read our latest edition here.
  • In our 2024/25 TSM survey, you told us that we need to improve our response to antisocial behaviour. We are tackling this through a dedicated antisocial behaviour improvement plan, as well as working with our Customer Incidents Panel to provide feedback on our ASB policy and procedures.
  • You also told us through our latest TSM survey that we need to improve how we handle complaints. Complaints is now a standing agenda item for our Tenant and Landlord Panel, who provided feedback on our complaints improvement plan at a meeting in June. The panel will be holding us accountable to delivering on our TSM action plan.
  • Our Customer Incidents Panel recently reviewed incidents of restrictive practice, and felt that we could do more to improve reporting. As a result, we’ve changed our incident reporting system to include a mandatory question on restrictive practice for all incidents. We also shared our learning with the Safeguarding Panel and provided feedback to specific services where relevant.
  • We have employed a former customer as part of our Better Outcomes, Support and Services Project. Our new BOSS Project Officer is a key part of the project team, and will lead on making sure customers are involved. They have run focus groups in services, supported customers to be involved in demos of the new system, and is setting up a new ‘BOSS Builders’ customer working group.
  • Our customers in Learning Disability services told us that they want more opportunities to meet new people and socialise. In July we ran our first friendship and healthy relationship group bringing together customers from across our Learning Disability services in Tower Hamlets. The group provided opportunities to make new friends, get their voices heard, plan future groups, and (most importantly) have fun! We have since met with customers to decide how they want future events to run.
  • You told us that you want more opportunities to be involved and learn more about different central services teams. In our Property teams customers have been involved in recent procurement projects. We have also had a customer volunteering at reception at our Head Office and can offer customers the opportunity to accompany the Facilities team on site inspections.