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You said, we listened

What we've improved this year

Our customers are at the heart of everything we do, and continually shape the services we provide by getting involved and providing feedback.

We believe that only by listening to our customers can we improve our services and create better places to live.

You might also want to view our recent customer led improvements.

Property Services

You said develop more customer focused planned works to prevent dissatisfaction.

We listened and are providing more options and choices for customers having planned works/refurbishment projects.

Money support

You said that during the pandemic, there were more reports of domestic abuse across the country and this impacted THT customers too.

We listened and have appointed a Domestic Abuse and Child Protection Co-ordinator. We will also be working with customers to develop the role and ensure it provides the support required by our customers.


You said, as an organisation we need to make sure we’re being responsible for our green waste and recycling it where we can.

We listened and are happy to report that in Altrincham, we’re trialling a partnership with a local waste recycling business that will compost our green waste, making us much more environmentally responsible

Service standards

You said that it’s not always clear what our service standards are.

We listened and published our Service Standards on our website so that it’s clear what you can expect from us. We’ve also shared these with our involved customer groups so they can better hold us to account.

Service charges

You said in our perception survey that you found our service charge statements complicated and difficult to understand.

We’ve listened and spoken to two customer focus groups and improved the design and layout of the statements so they’re easier to understand. Improvements include displaying the headline figure on the first page alongside simple explanations of under and overcharges, clear answers to why things have cost more or less than we budgeted for and more imagery and charts to show what proportion of the charge pays for which service.


You said we don’t learn from complaints, we keep making the same mistakes.

We listened and developed a plan to communicate to customers what we do to improve our services as a result of their feedback. We have started with information on our newsletter and on our website. We also email customers who complete surveys to let them know what we have done as a result of their feedback.

Asset management

You said we needed to invest more in homes and neighbourhoods.

We listened and used customer feedback to create our asset management plan. This plan sets out how we will invest in homes over the next few years, from painting communal areas to improving fire safety.

Grounds maintenance and caretaking

You said what you like and don’t like about mobile cleaning in our monthly caretaking survey.

We listened and started to send “You asked we did” postcards to update dissatisfied customers on the actions we’ve taken to fix their concerns. We've also started customer consultation about our caretaking service to understand what standards customers expect from the service.

Customer communications

You said we needed to improve our customer communication.

We listened and our customer scrutiny group, the Quality and Insight Panel, scrutinized our customer communications. They gave 14 recommendations on how we can improve and so far, 13 are completed. Recommendations included re-introducing a customer newsletter and the first edition has been published as a result.