You said, we did

Some of you raised concerns about the cleaning service. As a result, we have a new cleaning company in place.
Some of you wanted better communication from us following inspections at your home. We have made changes and you will now be getting direct feedback after the inspections.
You also requested more information about where your rent money goes.

One of the pieces of feedback we have received is that some of you want to know how your rent money is used.

If we look at an average rent of £111.78 a week, this is how it’s used.

£22.36 goes on repairs and maintenance of your property.
£39.12 goes on the investment programme – things like renovations such as new kitchens, roofs, windows etc.
£8.94 on asset management, such as preparing for investment works, drainage management etc.
£15.37 on Adra management for services that are used to support tenants.
£12.58 on landlord costs – rent collection, letting homes, neighbourhood services and advice services.
£13.41 towards the costs of paying loans that we took out as part of our £121 million investment on bringing homes up to the Welsh Housing Quality Standards.

Thank you for the feedback.

This information is available in our Annual Report

Listening and Responding

We’ve listened to our customers’ feedback throughout the year in various ways, and these are
some of the changes and improvements we’ve made:

Contract transfers

Customers who transferred their contracts (swapping homes with another customer) told us the process could be complicated and time‑consuming.

We listened and reviewed how we manage transfers. We’ve now updated our customer information and introduced clear timescales for the process.
Appointments

Customers also told us that missed, cancelled and rearranged appointments were a concern.

In response, we introduced reminder messages and a telephone reminder service.

This has helped reduce missed appointments and the need to reschedule.
Paying rent

We heard that customers wanted more flexibility in how they pay their rent.

We’ve introduced new payment options, including Pay by Link via mobile and online payments through the Allpay app and website.
Communal cleaning

Customers who pay for communal cleaning services told us they were unhappy with the quality and value for money.

We reviewed the contract and introduced a new cleaning service.

Customers are now seeing improvements and telling us they are happier with the results.
Repairs to your home

Customers told us that repair requests often required multiple visits, causing delays and inconvenience.

We’ve improved how we diagnose issues by training our customer service team to ask better questions and request photos or videos where helpful.

This means we can send the right team, with the right tools and parts, first time, reducing repeat visits and fixing issues more quickly.

Solid fuel servicing

We consulted with customers on our solid fuel servicing programme and have now reduced the number of times we service and when.
Tenant handbook

We asked new tenants for their feedback and impressions of our “tenant handbook”, and they assured us that the content was relevant and easy to understand.
Adaptations service

We asked our customers about their experience on our adaptations service and support and gathered important information to update and amend our adaptations policy and process.

Corporate Plan

We asked our customers what was important to them for the next 5 years and this informed and influenced the Board on the direction and content of our Corporate Plan.

Good communication and engagement opportunities

Our customers told us they appreciate good communication and engagement opportunities with us. We’ve listened and have introduced video calls to our call centre. We’ve also increased our presence in Pwllheli, Dolgellau and Penygroes offices so that customers could talk to a member of our team rather than calling.