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.

Damp, mould and condensation investigations

You said…

Damp, mould and condensation (DMC) investigations were taking too long to resolve.

We Did...

  • Increased the number of DMC surveyors.
  • Dedicated additional resources to damp and mould cases so works could be completed more quickly.

Damp, mould and condensation awareness and guidance

You said…

Residents said they would like to understand what damp, mould and condensation (DMC) is.

We Did...

  • Created a new DMC policy through the Tuath Property Services Resident Feedback Panel.
  • Shared a video with residents to raise awareness and provide guidance on DMC issues.
  • Co-designed a new information leaflet with the resident feedback panel called “Your Guide to a Healthy Home”.
DMC and healthy home information on Tuath website

Improving the Way We Communicate

You said…

You told us that your interactions with staff were not always as clear, helpful, or positive as they could be.

We Did...

  • We arranged external Tone of Voice training for all staff to support clearer, more respectful, and resident-focused communication. This training is now also included in the induction programme for all new staff, helping to ensure a consistent approach and positive experience across Tuath.

Planned works and retrofits communication

You said…

Residents wanted clearer communication about planned works and retrofit projects.

We Did...

  • Creating new communication standards for planned works and retrofits.
  • Residents are helping shape these through our Property Services & Repairs Resident Panel.
  • New resident information packs will explain the works, timelines, FAQs and key contacts so residents know what to expect every step of the way.

Understanding Anti-Social Behaviour

You said…

You wanted clearer information about what anti-social behaviour is and how to report it.

We Did...

  • We developed an Anti-Social Behaviour Information Leaflet to explain what anti-social behaviour is, what it is not, how concerns can be reported, and where support is available. The leaflet has been shared with residents through our community assessment programme.
  • We partnered with our Communications Team to deliver an Anti-Social Behaviour Awareness Week campaign. Through a series of information posts, we explained what anti-social behaviour is, highlighted reporting options, outlined when concerns should be reported to An Garda Síochána, and helped residents understand what to expect during an ASB investigation.
ASB information on Tuath website

Better Communication on Anti-Social Behaviour Cases

You said…

Residents asked to be kept informed about the progress of anti-social behaviour (ASB) cases and the actions being taken.

We Did...

  • We introduced ASB case opening and case closure letters to keep residents informed throughout the process. Residents now receive updates on the progress of investigations and a summary of actions taken when a case is closed, while respecting GDPR requirements.
  • We strengthened our approach to ASB case management through structured investigations, action plans, regular case reviews, and escalation processes to support a more consistent response to reported concerns.