Your Feedback
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Your feedback has helped us improve our services for the better. On this page you can find ways our Wrekin Voices have made a difference.
Social Housing Stigma Customer Feedback
What we did
Thank you to everyone who took part in our recent survey about social housing stigma/stereotyping. Here’s what you told us and how we are using this to help shape our services. You can read the full findings here...
What you told us
- Over half of you have felt stigmatised or stereotyped at some point because of where you live.
- Most of you feel respected in your interactions with our staff.
- However, staff and contractor attitudes can sometime make our you feel stigmatised in your own home.
- 66% of you trust The Housing Plus Group
- 88% of you feel safe in your home.
You said we can help challenge stigma by:
- Sharing positive stories from our communities.
- Acting quickly on anti-social behaviour.
- Improving the design and appearance of homes and neighbourhoods.
- Ensuring staff and contractors treat you with dignity and respect.
What we are doing
- We’ve joined the national Stop Social Housing Stigma campaign to positively promote social housing.
- We’re developing staff training and communications to make sure everyone understands the impact of stigma.
- We’re creating a new Housing Plus Group Standard for homes.
- We’re enhancing customer engagement so your voice shapes our services.
- We’re working more closely with local neighbourhoods to tailor services to your community’s needs.
- Our development team is reviewing how the design of homes and estates can help reduce stigma.
Customer quotes:
“I discovered on this estate, the owners of the houses have numbers on the house, our house has them on the doors.”
“There is a presumption that tenants don’t look after their property or value the home they live in, and because of their economic situation that they have low intelligence- which isn’t true. I overheard a conversation between some neighbours saying that social housing tenants were scum.”
Allocations and Lettings Policy Feedback
You were recently invited to share your views on our Allocations and Lettings Policy. Thank you to everyone who took the time to provide feedback. Below is a summary of the key points raised. You can read the full review by clicking here.
Feedback: There should be more help for people who want a Wrekin Housing Group house/flat due to their circumstances, as I know someone who is in private renting house and the house is far too big for the person. Plus, they are struggling so badly that the person can’t even afford to feed themselves, and they have a child to look after every weekend. But all the council offered was a houseshare, and no children are allowed in houseshares, so what help can this person have from Wrekin Housing Group, please?
Response: The Group advertises ‘Homes Available Now’ on our website, where customers can review and apply for properties that meet their needs. All applications are assessed to ensure affordability and long-term sustainability. Customers can also ‘Save a Search’ on our website — once a suitable home becomes available, they will automatically receive an email notification.
Feedback: I found the separation of sections 4.0 (Aims & Objectives) and 5.0 (Allocations and Lettings – Our commitments through our values) confusing. I think it would be much clearer/easier to understand and less repetitive to unify the two under commitment headings like “Our Process will be Fair and Simple” / “We will Provide Support and Communication” etc.
Response: The majority of feedback on the format and overall approach of the policy has been extremely positive. Based on this, the decision has been made to retain the current structure. We have, however, committed to producing a customer factsheet to support the policy and provide clearer explanations where needed.
Feedback: 5.1 – Own it! Bullet three about being able to afford it — something there about people who receive Housing Benefit — otherwise people may think they have no chance.
5.3 – Live it! Bullet three — roughly how long to get to know the new tenants through the pre-tenancy service — how is this done — how do we get to know them — for example, a monthly meeting with them.
Response: An Income & Expenditure (I&E) form is completed as part of the Tenancy Ready (TR) process, and any benefits received are fully taken into account when assessing affordability. We let over 2,000 properties each year, and the TR process helps us get to know applicants, ensure they are on the correct waiting lists, and understand how they are engaging with us.
Feedback: People who are struggling financially who live in a private renting house but want to move into a council home — what help is there available for people who don’t want to be in private renting anymore?
Response: We let around 2,000 properties each year, so availability is limited and priority must be given to those in the greatest need. Customers can approach their local authority for housing advice and guidance. All properties available to let will be advertised on our website.
Feedback: I think greater emphasis could be given to the allocation of properties within transport links and schools to those without their own transport. Also, two-car households not being allocated properties where there is only one parking space for the property — this would reduce parking issues on estates and improve safety.
Response: These considerations are addressed through the Tenancy Ready (TR) process. When allocating properties, we ensure that the household’s makeup and needs are appropriately matched to the home offered.
Feedback: Would it be useful to mention the reasons why someone applying for a tenancy would be refused/declined?
Response: Some of the reasons why an application may be unsuccessful will be detailed in the customer factsheet. Each application is assessed on its own merits.
Feedback: Yes, I think the policy should include a rough timescale that applicants should receive a response if successful or not. Once you have applied, the email received states letting will be in touch within 7 days. I think this timescale is strict and not flexible and gives false hope to applicants.
Response: We aim to respond to applicants as quickly as possible; however, some applications take longer to process than others due to individual circumstances. We will make this clearer in the customer factsheet so applicants have a more realistic understanding of expected timescales.
Feedback: 5.3 We ……………. pre-tenancy service ……… How is the tenant customer aware of this service? Is it documented?
We understand that needs change over time and offer a transfer service for tenants who need request to move….. While an internal transfer service is readily understood, where does the tenant customer mutual exchange arrangements with external RP’s stand in relation to this policy? (I understand this legacy service is under review?)
Response: Pre-tenancy requirements will be addressed through the customer factsheet, which will explain available support in a clearer and more accessible way. Customers who need a transfer due to change in circumstances are covered within this policy. Mutual Exchanges falls within the Housing Management remit and policy due to the nature and regulatory requirements of this kind of move.
Feedback: 6.1 If an individual is not happy with a decision relating to their application, they can ask to have the decision reviewed through our appeals process. Is the appeals process documented? (An applicant would know where to look for Complaints.)
Response: The appeals process will be addressed through the customer factsheet, which will explain available support in a clearer and more accessible way.
WATCH alarms customer trials
Wrekin conducted a trial of the Chiptech Go device, a wearable pendant with 3G cellular and GPS technology, designed to allow users to contact a call operator from anywhere. Four residents volunteered to test the device over a month, focusing on ease of use, signal quality, battery life, and call clarity. During the trial, 36 activations were conducted in various locations, including homes, gardens, shops, hospitals, and on walks, both within and outside the county.
Thank you for joining our summer events!
Over the summer the team have held and attended 24 different events across the areas where you live. From large community events like Dawley Day and Telford’s Police open day, foodie inspired events like Osnosh in Oswestry and to our own smaller walkabouts and drop ins.
We were able to gather your feedback on the potential merger with Housing Plus and answer any other questions about where you live.
A big thank you to everyone who we spoke to, it has been brilliant to see so many different faces.
Adaptions Works project feedback
Adaptations to properties offers customers enhanced independence, security, and reassurance in their home helping to meet physical or sensory needs for longer.
What we did
In May 2024 we engaged with customers who had had adaptations to their homes. We explored how customers felt from first realising they require support to having works completed on their home. We had in depth structured conversations with 32 customers, undertook job shadowing to see the process and tracked themes of dissatisfaction from complaints and comments received via the tenant satisfaction measure survey.
What we found out
- 94% of customers rated the Adaptations (Able Living Service) as good (8-10)
- Customer experience of the service as a whole is positive. Customers were especially pleased with how works had been completed by both Wrekin staff and contractors and the care taken within their home.
- The process can take time especially where multiple agencies are involved. These delays can cause some dissatisfaction.
- Worry, dissatisfaction and delays can occur where works are declined initially.
- Customers sometimes felt they didn’t know what was happening when, especially with more major works.
- Customers were occasionally disappointed with the finish of works and the atheistic specification of equipment.
What we are doing with the feedback
We are looking to introduce a regular survey which will go out to customers following works. This will help us pick up any trends in dissatisfaction sooner.
To ensure updates are timelier and communication on larger projects is better for customers we are improving our system to better track the stages of any applications, works and provide a clear view to staff.
Kitchen Finishes Survey
We were planning some changes to the kitchen finishes we provide and wanted customer input on which options they would like to see available. We created a short picture survey for Wrekin Voices.
We needed to offer two new worktop choices to add to the popular oak and black options and three cupboard door choices to add to and existing silver choice.
What we are doing with the feedback
Following the results of the survey we will be introducing marble and stone worktop finishes to the popular selections of black and oak. Slate grey and oak cupboard doors will be available as a choice alongside the popular ivy and silver options.
Anti Social Behaviour (ASB) Engagement Project Feedback
In September 2023 we engaged with customers about Anti Social Behaviour (ASB). We wanted to better understand the impact ASB has on customer experience and our handling of issues reported to us. We conducted in depth conversations, called journey mapping, with 31 customers who had reported ASB between March and August 2023. We also looked at themes of dissatisfaction from our surveys and had conversations through estate walkabouts.
What we found out
- 63% of customers rated the ASB service from Wrekin as good (8-10)
- 26% of customers rated the ASB service from Wrekin as not good (1-5)
- Around 63% of customers have a positive experience of Wrekin’s ASB service – however around 37% are not satisfied with handling or are neutral.
- Customers recognise that we can’t directly control all outcomes of ASB issues.
- There is opportunity to improve the service with better communication, consistency of case handling and increased empathy from staff.
- Recent refresher training to staff seems to be having a positive effect.
- More opportunities for staff to share learning and collaborate could help resolve cases quicker.
What we are doing with the feedback
Our housing teams are working on new local neighbourhood plans to help build on each area’s unique community, qualities and improve where you live.
We’re creating more opportunities for Housing officers to discuss ASB cases and problem solve together.
We’re delivering ASB refresher training to the Housing team and ensuring learning is ongoing to incorporate any changes in legislation and practice.
Neighbourhood survey and engagement project feedback
Last summer we engaged with our customers about the neighbourhoods they live in. We did this through a range of feedback opportunities like community events, walkabouts and action days. We captured views about neighbourhoods and communities through conversations and surveys. Over 2,200 people took part.
What we found out
- 73% of customers rate their neighbourhood as good (8-10)
- 12% of customers rate their neighbourhood as poor (not good) (1-5)
- Customers say we can help improve an area with better grounds maintenance, parking, traffic management, and support with neighbour issues.
- Just under 10% of customers can’t access everything they need easily like health services.
- Traffic / speed, anti-social behaviour, drugs and parking are a concern
- Top likes are quiet and peaceful, neighbours, estate appearance and closeness to amenities
- Many of you would like to improve your neighbourhood through volunteering
What we are doing with the feedback
Our housing teams are working on new local neighbourhood plans to help build on each area’s unique community, qualities and improve where you live.
Customers who indicated that they would be interested in volunteering to improve where they live have been contacted to see what their interests are and how we can work together.
We’re shaping our community impact activity, linking with local partners to help build community resilience.
Repairs and Maintenance Project Feedback
During November and December 2024, we engaged with customers to share their experiences during the repairs process, from initial contact through to works being completed. This was done through a variety of ways including shadowing the customer contact centre to observe the beginning of the process, visits with trades to carry out repairs and following up on outcomes of follow works. Customers were asked to feedback via surveys online, during events and focus groups and telephone, customers were also given the opportunity to feedback on the repairs and maintenance policy during this time.
What we found out
- 98% of customers rate reporting repairs as easy
- 86% of customers were satisfied overall with the repairs service
- 14% of customers were not satisfied overall with the repairs service stating not being kept informed/communication as the biggest reason
- 82% of customers stated they felt kept informed during the repairs process
- 76% of customers felt we had got it right first time
- Customers are saying they like the same day repair service, prioritising this as important
What we are doing with the feedback
The feedback has influenced the improvements to our existing same day repairs service with recommendations for improvement being around keeping customers informed of changes to appointments. Feedback of outcomes is also being delivered directly to specific focus groups who had been involved in sharing their views.
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You said, we did...
- Residents at one of our ShireLiving Extra Care schemes in Wellington asked if we could have defibrillators at all of our ShireLiving and Retirement living sites. Outcome: We installed 64 of the life-saving equipment across all of the schemes
- Customers fed back that they wanted more information about how to let a new build home. Outcome: We set up a working group with members of our housing, development, customer voice and marketing teams. The result was a series of FAQ videos with further details, created in partnership with customers.
- Our ShireLiving tenant panel fed back that they would like a Facebook group to keep in touch with each other and share ideas. Outcome: We created a Facebook page that showcased events and activities at each scheme. We also set up a ShireLiving Residents Group so they can keep in touch with each other safely.
- Residents at Highfield estate in Stafford were having trouble parking as areas had become overgrown and attracted rubbish. Outcome: We arranged for the overgrown areas to be cut back and cleared of rubbish. One resident told us, "I’m so proud of this car park now!"
- A disused communal bin storage area at Glenhill Court in Oakengates had created a hot spot for fly tipping. Outcome: The bin store has been removed and the grounds landscaped in keeping with the surrounding area. This instantly improved the appearance and deterred fly tipping.
Events
Neighbourhoods are an important part of our customers experience. We often go out and about in communities to see what people think and where we can make improvements. We do this through surveys, walkabouts, community events and action days.
Surveys
We often send out surveys to find out what customers think about our services.
In Spring 2023 we sent a short survey asking our customers preferred Housing Model and if they would like to be involved if changes are made in the future. We also asked how they prefer to contact Wrekin with housing queries.
Customer feedback reports
Our customer feedback reports summarise all the ways customers have engaged and fed back to Wrekin. They list engagement activities and opportunities like walkabouts, customer panels and events.
You will also see information on more focused engagement projects and how we are doing with repairs, housing and complaints. Take a look at our latest reports - April 2023, July 2023, September 2023, November 2023, January 2024 and May 2024
Policy feedback
We asked you to look at some of our policies and tell us what you think. Here you can find some of the feeback you gave us. Take a look at the feedback results from our Lift, Tree, Neighbourhoods and Tenancy management, Domestic Abuse and Complaints Policy.