Housing tenant feedback

Read our tenant newsletter for the last quarter (PDF, view in browser or download).

By completing surveys and joining focus groups, you help us identify what’s working well and where we need to do better. Below are the outcomes from engagement activities.

Tenant engagement summary (January to March 2026)

Over the past 3 months, we have continued to work closely with tenants to listen, respond, and improve services together.

Getting out into the community

We held 25 local housing events, including housing hubs in Dunstable, Houghton Regis and Leighton Buzzard libraries, as well as our first roadshow of the year in Biggleswade. We also carried out door knocking across neighbourhoods. These activities gave tenants the opportunity to speak with us directly, access support, and share feedback about their local area.

Improving services together

We ran 4 online focus groups for our new tenant portal app. Tenants tested the app and shared feedback on its features and usability. 

Key highlighted changes are:

• Improving the speed of the app
• Communication information on rent statement pages has been reviewed and made clearer
• The links/buttons not clearly visible, we have made the links and action buttons clearer and easier to see

More tenants getting involved

It’s great to see growing interest in shaping our services, with 9 new tenants joining the Tenant Register. This means more residents can have their say and influence how we deliver services in the future.

What we’ve done with your feedback

We are committed to acting on what tenants tell us.

For example:

At Croft Green Independent Living scheme, residents raised concerns about moss in communal garden areas making surfaces slippery. We worked with our Neighbourhood Housing Operations team to resolve an access issue that had delayed cleaning. The moss was cleared in February, making the area safer and more pleasant for everyone.

As a result of gathering feedback from tenants in Mayfield Road, we are delighted benches have been placed in the community to become a place for chats, relaxation and new connections when the weather allows.

Policy improvements: Compensation Policy

Thanks to tenant feedback, our Compensation Policy has been updated:

• Clearer timeframes: The policy will explain when compensation will be paid
• Easier to understand: We will also be creating a tenant-friendly summary, including an easy-read version to make the policy more accessible

These activities show our ongoing commitment to listening to you, acting on your feedback, and building stronger communities together.

How your feedback has helped us – during 2025

In-person housing hubs

We held face-to-face housing hubs to improve access to housing officers and offer more direct support to tenants.

You said

• It was not clear who your housing officer is
• You wanted more face-to-face support
• Emails and eforms were not always responded to

We did

• Issued postcards with housing officer contact details
• Delivered in-person roadshows in hard-to-reach areas
• Promoted events through email, the website and local communities

Outcome

• Easier access to housing support
• Improved tenant engagement through face-to-face contact
• More opportunities for tenants to influence services

Tenant information days and events

We run events to help tenants learn more about services, ask questions and connect with housing staff.

You said

• Events are a good opportunity to learn and raise questions
• You value opportunities to share experiences with staff

We did

• Held 3 tenant events in 2025
• Scheduled a further 3 events for 2026
• Started planning a resident forum for autumn, online and in person

Outcome

• More inclusive opportunities to share views
• Increased ways for tenants to influence decision-making

Tenant involvement webpage focus group

We reviewed how information about involvement opportunities is shared online.

You said

• Event details and directions could be clearer
• Information about involvement opportunities lacked detail

We did

• Introduced an events calendar with clear directions and transport information
• Published an involvement menu showing different ways to take part
• Improved how and when information is communicated

Outcome

• Clearer communication about involvement opportunities
• Better awareness of how to get involved
• Increased confidence that feedback is valued and acted on

Door knocks in Downside and Parkside

We spoke directly with tenants to understand local issues and priorities.

You said

• Trees needed cutting back
• There was a need for more seating in open spaces
• Some cleaning standards were not acceptable

We did

• Scheduled planned tree works for 2026
• Installed benches in open spaces
• Ran a survey and focus group on cleaning services

Outcome

• Improved communal spaces
• Clear action taken based on tenant feedback
• Stronger accountability for service standards

Complaints customer journey mapping

We reviewed the complaints process to make it clearer and fairer.

You said

• The complaints process was not visible enough
• Letters did not always respond to all points raised
• Empathy and understanding were not always shown

We did

• Updated the website and added a video guide
• Distributed posters and leaflets explaining the process
• Improved staff training and reviewed complaint letters

Outcome

• Clearer and more consistent communication
• Better understanding of what tenants can expect
• A more transparent and fair complaints process

We are committed to listening to and working with our tenants and leaseholders, giving you a voice to influence the services and decisions made by the Housing Service. Help make a difference in your community and get involved! Register your details with us.