In 2025 we launched our Customer Voice Strategy

This sets out how we listen to you and how your feedback helps shape and improve our services.

You can read this here

What is the Customer Voice Strategy?

Our Customer Voice Strategy sets out how we listen to your views and experiences, use your feedback to improve services, and make sure everyone feels welcome, heard and able to get involved.

It’s about turning your feedback into real, visible change.

How we listen to you

There are lots of ways you can share your views. You can choose what works best for you.

• Surveys: We ask questions about things like repairs, neighbourhoods and our services. Your answers help us see what’s working and what needs to change.
• Complaints and compliments: You can tell us when things go well and when they don’t. Every bit of feedback helps us learn and improve.
• Community events and pop-ups: We regularly visit neighbourhoods and local events. These are relaxed and informal, so you can come along, have a chat and tell us what matters to you.
• Tenant panels: You can join a group of tenants who help review services and discuss important decisions.
• Focus groups: We sometimes bring tenants together to talk about specific topics, projects or changes. This helps shape what happens next.

Showing the difference you make

We want you to see how your feedback leads to change.

Before this strategy, we worked under our Together at Taff plan. You can see what was achieved through that below.

With our Customer Voice Strategy, we will continue to be open about:

• how satisfied tenants are with our services
• how feedback influences decisions
• what has changed as a result of your feedback
• how we collect and use information
• how people are getting involved

You’ll see this brought to life through updates across this page, including our “You said, we did” updates.Cl

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How tenants review and challenge our services

Some tenants choose to take a more active role by looking in detail at how our services are working. This happens through our Tenant Strategic Group, where tenants work with us to review services and influence decisions.

Members of the group:

• Look closely at how services are delivered
• Ask questions and challenge how decisions are made
• Make recommendations that lead to real changes

This helps make sure we stay open, accountable and focused on what matters most to them

Tenant satisfaction and performance

We want you to know how well we’re doing as your landlord.

Each year, we carry out a tenant satisfaction survey. This helps us understand what’s working well and where we need to improve.

The survey covers the service you receive, the quality of your home, repairs and maintenance, your neighbourhood, value for money, and how well we listen to you.

Since April 2022, all social landlords use the same set of questions, making it easier to compare results.

What you told us

83% of tenants told us they are satisfied with our overall service. This is 5% higher than our last survey, showing things are improving.

You also told us what’s working well, including:

• the condition of your home
• how safe and secure your home feels
• our repairs and maintenance service
• how we handle anti-social behaviour

At the same time, you told us there are areas where we need to do better, including:

• neighbourhoods and shared areas
• communication about repairs and updates
• value for money
• planned works, such as kitchens and bathrooms