Resident feedback and service improvement update

You Said, We Did shows how resident feedback leads to service improvements. It highlights what residents told us, the actions we took, and the positive changes made as a result, demonstrating that resident voices are important to us, heard and acted on.

We would like to thank all residents who have taken the time to share their feedback. Your insights help us improve our services, strengthen our communities, and continue to focus on the things that matter most to you.

Customer communication

You said…

Residents asked us to improve the way we communicate the things that matter most to them.

We Did...

  • Developed a new Customer Charter in partnership with Tuath’s Customer Service Resident Feedback Panel.
  • Shared the Charter with staff and residents.
  • Supported clear, timely and customer-focused communication across Tuath.
Customer Charter in Tuath publications

Dedicated Customer Service Support

You said…

You would like it to be easier to contact us and receive support when you need it.

We Did...

  • We listened to your feedback and created a dedicated Customer Service Team to improve access and reduce waiting times.
  • We also introduced a new Freephone number, 1800 852 751, making it easier and free for residents to contact us.

More Flexible Repair Appointments

You said…

You told us that daytime contractor appointments do not always fit around work, family, and other commitments.

We Did...

  • We listened to your feedback and worked with our larger contractors to extend appointment availability from 7am to 7pm, where possible. This gives you greater flexibility and more choice when arranging repairs and maintenance visits.

Lift outages

You said…

Communication during lift outages could be improved. Residents would like clearer updates on lift breakdown repair timescales.

We Did...

  • Introduced weekly and monthly performance reviews with lift maintenance contractors and management companies.
  • Enhanced monitoring of lift repair response times.
  • Increased resident updates during extended lift outages.
  • Reviewed recurring faults to identify long-term solutions and reduce repeat breakdowns.

Management company communication

You said…

Residents would like clearer communication when raising concerns about communal areas. Residents would like clearer updates on services managed by management companies in mixed tenure schemes.

We Did...

  • Delivered training to housing staff working with Owners’ Management Companies (OMCs).
  • Helped staff provide more accurate information to residents.
  • Improved follow-up on resident queries about communal areas and services.

Complaints process and Data protection

You said…

Residents told us that making a complaint and understanding the complaints process could be easier. Complaint handling needed to be more consistent and resident-focused.

We Did...

  • Introduced an enhanced complaints process to improve communication and investigation standards.
  • Added a requirement for Investigating Officers to contact residents within 5 days and keep them updated throughout the complaints process.
  • Delivered GDPR training to the Customer Service Team, with further training being rolled out across all service areas.