Customers help us shape our services
We’re coming to the end of the first year of Your Voice, our tenant engagement strategy.
Over the past year, we have run a programme of estate visits, with 14 sessions held and 670 properties visited (in Bangor, Bethesda, Bala, Barmouth, Tudweiliog, Aberdaron, Buckley, Denbigh, Caernarfon, Llanllyfni, Penygroes, Penisarwaun, Cwm y Glo, Llanberis, Fairbourne, Rhiw, Botwnnog, Bwlchtocyn, Abersoch, Llanfrothen, Minffordd, Dyserth, Rhuddlan, Prestatyn and Abergele).
One of our biggest consultations was on customers’ satisfaction with their ‘rent providing value for money’. This feedback fed into our annual rent setting.
We also highlighted the support available with cost of living from the energy wardens and our Rents team, as well as promoting our Customer Panel and Academi Adra.
During these visits:
- 187 unreported repairs were identified
- 115 other various issues were identified
- 54 requests were received for support with rent and energy bills
- 83 new Customer Panel Members were signed up
- Tenant feedback was received on the 2025-2026 rent setting process
We consulted on issues like tenant satisfaction, repairs and maintenance timescales and the Corporate Plan.
Our Customer Panel has 473 members from across our communities. We asked for their views on our annual self assessment, communications around the Welsh Housing Quality Standards, solid fuel servicing and our tenants handbook.
In total, we have received feedback from 1,600 tenants and we expect the final figure to be over 1,900, once all the data is received.
There are plans in place for consultation over the next year through further estate visits, tenants satisfaction questionnaires, area chats and through the Customer Panel.