You said, we did
See how your feedback has helped improve services and influence decisions.
Tenancy Services
You said:
You wanted better communication, more visible officers, easier access to tenancy information and greater support when issues arise.
We're doing:
We've recruited additional Tenancy Services Officers, reducing average caseloads and enabling officers to spend more time supporting residents, increasing their visibility in neighbourhoods and improving response times. Residents will shortly receive details of their dedicated tenancy and income officers. We're also developing Easy Read tenancy information and exploring improvements to communal Wi-Fi in Housing for Older People schemes.
What's next?
- Easy Read tenancy information developed with residents
- Increased officer presence within neighbourhoods
- Review of communal Wi-Fi provision in Housing for Older People schemes
Repairs and Maintenance
You said:
You wanted clearer communication about repairs, better information about timescales, and a greater understanding of how repairs and empty homes are managed.
We're doing:
Residents are now receiving repair reference numbers and estimated completion times when repairs are reported. Repairs performance continues to be reviewed with the Resident Engagement Board, helping residents hold the service to account. Complaints relating to repairs have reduced, and recruitment is underway to strengthen service delivery.
What's next?
- Continued performance reporting through the Resident Engagement Board
- Ongoing recruitment to strengthen the Repairs Service
Resident Engagement
You said:
You wanted more opportunities to have your voice heard, influence decisions and participate in community activities.
We're doing:
We've expanded opportunities for residents to influence services through consultations, surveys, policy reviews and scrutiny activities. The Resident Engagement Board continues to play a key role in shaping decisions and reviewing performance. Community projects and resident-led activities are growing through grant funding, competitions and local events. We're also developing a new Resident Expenses Policy and consulting on our Resident Engagement Strategy 2026-2030.
What's next?
- More opportunities to influence services and decisions
- Additional community events and activities throughout 2027
- Return of Voices of Experience and seasonal resident events
- Publication of the Resident Expenses Policy
- Consultation on the Resident Engagement Strategy 2026-2030
Customer Service and Professional Standards
You said:
You wanted more consistent customer service, improved communication and greater accountability across Housing Services.
We're doing:
Resident feedback is helping shape service improvement plans across Housing Services. We have commissioned safeguarding training for customer-facing staff and are preparing for the new Competence and Conduct Standard through the development of a Professional Standards Framework and refreshed Code of Conduct.
What's next?
- Continued safeguarding and professional development training
- Staff enrolment onto professional housing qualifications
- Implementation of new professional standards across Housing Services
Complaints and Learning from Feedback
You said:
You wanted complaints to be responded to more quickly, better communication throughout the process and evidence that lessons are being learned.
We're doing:
Complaint performance has improved significantly, with 91% of complaints responded to within target timescales. Complaint volumes and repairs-related complaints have reduced, while new quality assurance and monitoring arrangements are being introduced to strengthen learning and prevent issues from escalating.
What's next?
- Continued monitoring of complaint themes and learning
- Enhanced quality assurance and oversight
- Regular reporting to residents on complaints, learning and service improvements
- Sharing compliments alongside complaints to provide a balanced view of performance
Get involved
We welcome your feedback and encourage residents to help shape and improve our housing services. Whether you want to complete a survey, review a policy, join a resident group or attend a community event, there are many ways to get involved.
To find out more or register your interest, please contact residentengagement@arun.gov.uk.
Your feedback helps shape the decisions we make and the services we provide.