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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.


Ending a tenancy 


You said

You don't always receive the right information at the right time when ending a tenancy, and the process needs to be clearer, especially when dealing with a bereavement.

          We listened

We re-wrote the process for ending a tenancy of all types and updated the customer documents to include when a person passes away and when a person goes into care. The letters and the leaflets that go to customers are now much more accurate, clear, and simple. We have created a section on the website for customers who want more information on how to end their tenancy. Ending a tenancy | Trafford Housing Trust 


Moving home 


You said

We don't make it very clear what all your moving options are, and there is no full breakdown of all the routes to rehousing.

      We listened

We set up a customer panel to advise us on what information was needed to make the routes to rehousing and how customers can get rehoused clearer on the website. This includes information on internal transfers, mutual exchanges, using HOST and rent to buy. We have also updated our mutual exchange information to make it easier to understand. Find a home | Trafford Housing Trust  


You said

When being offered a property, you felt like some important information was missing to help you make an informed decision. And when moving into a property, we could provide more information. 

      We listened

We changed the wording in our property adverts to make it more detailed and appealing. We did this for both general lets and properties for over 55 and sheltered scheme customers. We also produced PDFs on our properties with more information on property attributes and local amenities.   

We have overhauled the information that you receive when you move into a new home. The new customer booklet has been changed to include property information that is important and relevant when moving in, such as how to turn on the gas, how to work the boiler, and how to contact utility companies.  




You said

Customers at Circle Court highlighted that WIFI needs to be installed in the community room to run social activities.  

          We listened

A WIFI connection has been installed in the community room, allowing customers to access the internet whilst running social, communal activities at Circle Court.  


MyAccount - Repairs 


You said

It's not always obvious what dates are available to book and which aren't. You also told us it would be helpful to have the soonest available appointment highlighted and more prominent.  

      We listened

We've changed how the dates are shown into a calendar view, making it clear which dates are available. We also now highlight the first available date, making booking much quicker. 


You said

Sometimes you search for a word relating to your repair, and nothing comes up. 

      We listened

We've increased the data that the search function searches and also improved its capabilities by making sure it still searches the data even if you might not have spelt the word quite right.


Damp, mould and condensation

You said we needed to communicate better when you reported damp or mould and when you had no heating or hot water and resolve the issue quickly.

After carrying out a deep dive, we developed improvement plans which include a review of all damp related issues every 3 months, prioritising vulnerable customers, daily contact with customers, reporting no heat or hot water and temporary heating. Furthermore, we're renewing the boiler after 5 days and reviewing the information we provide on damp and condensation.

Customer services

You said you had to wait for someone to call you back too often and would prefer your query to be answered on the first call.

And reviewed customer callbacks made by the Neighbourhood Teams. We also carried out some training and process improvements to enable the Customer Service Advisors to deal with your call more often rather than passing it on to the Neighbourhood Team.

Independent living

You said some customers are not aware that if their neck cord breaks, they can request a new one.

And responded by updating the installation checklist to inform customers that if a neck cord breaks, we can send a replacement cord in the post, free of charge.

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.