Responding to Hive feedback

• Date: October 2024
• Customer responses: 66

Survey overview: We asked hive users for feedback on our draft “Life Through Your Lens” survey, designed to help us understand our customers better.

You said: Users highlighted that certain questions were unclear, overly direct or lacked inclusivity.

We did: We’ve revised the language to make it clearer, more respectful and easier to understand.

• Date: November 2024
• Customer responses: 43

Survey overview: Each year, we run a short survey with Hive members to understand their satisfaction following a recent interaction with the Alliance Homes’ Contact Centre. The survey includes questions about customer experience, such as: how long it takes to get through to an adviser.

Survey outcomes: We’re pleased to report a significant improvement in satisfaction levels.

• 77% reported waiting three minutes or less to speak to an adviser.
• 88% said that they were satisfied with the time it took to get through.

•  Date: November 2024
• Customer responses: 71

Survey overview: As part our Plan A 2.0 strategic focus to be a “Green and Ethical Business”, we asked Hive members to share their views on sustainable communities and how Alliance Homes help people reduce their environmental impact. The feedback was used to influence Alliance Homes’ Sustainability Strategy.

You said: Sustainability matters to you, but clearer language and more learning opportunities would help increase engagement.

We did: In response, we have:

• Simplified terminology and added explanations for terms like retrofit and net zero to improve accessibility
• Launched a trail project to educate customers on optimising their heating system for better efficiency.

In March 2025, we published our Sustainability Strategy, incorporating Hive member feedback. You can read the strategy document here.

• Date: December 2024
• Customer responses: 101

Survey overview: Alliance Homes invited customers and colleagues to help choose their Charity of the Year.

Survey outcomes:  The charity, Somewhere to Go, was chosen as the Charity of the Year after combining votes from both customers and colleagues. We officially announced the winning charity in February 2025.

• Date: February 2025
• Customer responses: 63

Survey overview: We asked for feedback on the revised Debt Management Policy.

You Said: Hive members said that the policy was generally fair and written a way that treats customers with respect. However, they said:

• the language could be simplified further
• the structure of the clauses could be improvement to improve clarity and engagement.

We Did: In response we have:

• Updated the document using Plain English to make it easier to read and understand.
• Improved the structure of the policy.

The updated Debt Management Policy is now published and can be read here.

Survey overview: As part of our annual Communities Together Grants award, Hive users were invited to give their feedback on grant applications over £5,000.

Survey outcome: Hive users decided to award Nailsea & District Community Transport £6,760 in grant funding.

Through the Communities Together Grants, we awarded £31,702 in funding in 2025. A full list of successful grant applications can be found here.

• Date: April 2025
• Customer responses: 53 customers

Survey overview: We’ve developed new leaflets to explain key policies in a simple and accessible way. Hive members were invited to review the Reasonable Adjustments and Complaints leaflets and share their feedback on both the content and format. Their suggestions helped shape the final versions.

You said:

• Put information about alternative formats (e.g. Braille) at the top of the leaflet
• Use simpler language and improve the layout for easier reading
• Clarify complex legal terms
• Make contact details in the Complaints leaflet more prominent
• Ensure a consistent look and feel across both leaflets.

We did: The leaflets have been updated to reflect the recommended changes. You can now read the updated Summary of the Reasonable Adjustments Policy. The revised Summary of the Complaints Policy will be available soon, following updates to the full policy and procedure.

• Date: April 2025
• Customer responses: 52 customers

Survey overview: We're refreshing our website to make it easier to use. Hive members were asked to review changes to the navigation bar to ensure that the content is clear and easy to understand.

You said:

• Most descriptions were clear and easy to understand
• Some terms like shared ownership and social prescribing need more explanation 
• Scenario testing showed some confusion between section such as repairs, maintenance and safety.

We did: We've refined the content based on your feedback, and the new navigation went live in October 2025.