Tenant Engagement
We have launched a new Customer Engagement Strategy which will run until 2029. It explains how we listen to our tenants, improve our services, and work together over the next 3 years to build stronger communities.
Our 4 Big Themes
We spoke to tenants and staff to find out what matters most. From those talks, we chose 4 main areas to focus on:
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Systems: Making our computers, website, and technology easy for everyone to use so nobody gets left behind.
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Communication: Giving you clear information in the way you prefer to receive it, with faster reply times when you contact us.
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Trust: Being honest, open, and always doing what we promise to do.
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Confidence: Giving you real opportunities to change how we do things and telling you exactly what actions we took because of your feedback.
Turning Feedback into Action (Our 3-Year Plan)
We have an action plan to make sure your voice is heard at every level of Ability, from local house meetings up to the big Boardroom:
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Year 1 (2026–2027): We will set up Local Customer Panels in 3 of our areas so you can talk directly with housing staff. We will also make sure the feedback from regular house meetings in our care and support services goes straight into our official planning.
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Year 2 (2027–2028): We will expand the Local Customer Panels to cover the remaining 3 areas so every single community has a voice. We will look at the trends in your feedback to fix common problems.
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Year 3 (2028–2029): We will launch special Scrutiny Groups. These are teams of interested tenants who will look deeply into our services—like repairs and complaints—to tell us exactly what we are doing well and where we must improve.
Removing Barriers
We know that everyone communicates differently and some people find it hard to get involved. We are stopping this by:
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Holding more events locally so you do not have to travel.
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Making our website simpler to use.
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Providing information in formats that work best for you, including Easy Read documents, large print, or different languages.
Checking How We Are Doing
We want you to hold us accountable. We will regularly check our success by looking at our response times to your questions, how fast we resolve complaints, and your overall satisfaction scores.
A dedicated Board Member and our Resident Engagement Lead will oversee this strategy to guarantee that your voice stays at the center of every single decision we make.
To read our Customer Engagement Strategy in full, please click the link below.