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Roadshows
Since our last newsletter, we’ve been actively engaging with the community in Upper Hale, Farnham. Through door knocking and a roadshow at the local centre, we connected with 101 residents who shared valuable insights about their neighbourhood — what they love, and what they feel could be improved. As a result of the feedback we received, plans are now underway to update the exterior walls, make thoughtful changes to the outdoor areas, and refresh the communal lighting. These updates reflect what our customers and area residents told us matters most, and we’re listening and helping to shape spaces that feel cared for and reflect the community’s voice.
Next, we headed to the Rowner estate in Gosport for our third roadshow and door-knocking event. We had great conversations with 96 customers and area residents, who shared their thoughts on what matters most to them. Based on their feedback, we’re now working closely with our teams to refresh fencing and carry out landscaping in the area.
Shaping services together
Over July and August, 590 customers took part in reviewing 8 different policies. Their feedback has been carefully considered by the policy authors, and where possible, changes have been made to reflect what you told us.
We’ve also delivered equity and diversity training to teams who work closely with customers. This helps ensure they understand how to recognise and respond to individual needs, including making reasonable adjustments when needed.
The views of 170 customers have helped shape our new service standards — covering key areas like rent, customer contact, moving home, and support. We’ll be inviting customers to help us keep track of how we’re doing against these standards, and we’ll share more updates over the coming months. In the meantime, you can find out more about the new standards here.
VIVID Customer Scrutiny Panel
VIVID Impact has a new name — and we’re working closely with panel members to turn their recommendations into a clear plan of action. You can follow progress and see the latest updates on our tracker.
One of the most interesting developments is giving customers the opportunity to inspect empty homes before new customers move in. It’s a great way to make sure our standards are being met and that we’re delivering on the promises we’ve made.