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We’ve been out and about this summer, hearing from over 150 customers in Farnham and Farnborough about what matters most to them. From shaping new service standards to tackling repairs and building safety, your feedback is driving real change.
Listening on your doorstep
In June and July, we visited customers in Upper Hale, Farnham and Cherrywood, Farnborough to hear directly from you about your homes, neighbourhoods, and what you'd like to see improved.
More than 150 customers took part through doorstep conversations and joining us at local community centres. Your feedback is helping us understand what matters most to you, from the condition of your homes to the sense of community where you live.
Shaping our service standards
Over 100 customers have been involved in co-creating a new set of VIVID service standards - clear commitments that define what you can expect from us.
These standards cover a wide range of services, including:
How we handle complaints
How we maintain and improve your homes
How we communicate with you
The first set of standards launched on 1 July, and you can now view them on our website.
We’ll also be publishing monthly performance updates so you can see how we’re doing.
You said, we did
Since April, 3228 customers have contributed over 1652 hours to help shape the way we deliver services. That includes:
Policy consultations
Survey Consultations
Scrutiny reviews
Fire safety sessions
Local resident group meetings
Your input has already led to meaningful changes, and we’re continuing to build on this momentum.
Thematic service improvement groups
We’re launching a new way for customers to get involved: Thematic service improvement groups. These quarterly sessions focus on key topics where your feedback can lead to real, practical improvements.
This year, we’re focusing on:
Damp and mould
Repairs
Building safety
Our most recent group helped improve our online knowledge articles, making it easier for customers to find the information they need. Next up: Repairs — and we’re looking for more customers to join us.
Get involved
Whether you’ve got ideas, experiences, or just want to make a difference, we’d love to hear from you. There are lots of ways to get involved — from one-off sessions to ongoing groups.