You said, we did

Discover how we are acting on your feedback to improve our services and where you live.

Your feedback helps us improve our services and make positive changes for our customers and communities.

This feedback may come in the form of compliments, complaints, survey responses or from any of the other ways customers can get involved.

On this page, you will find examples of how we have listened to customer feedback.

You Said, We Did: customer engagement in age-related schemes

Community Safety

You said: We have concerns over community safety in and around our homes and would like to talk to people who can.

We did: We arranged a resident meeting with our Community Safety Team and local Police, giving customers the opportunity to share their concerns directly. As a result, a local Neighbourhood Watch has been set up, and regular Police Community Support Officer Coffee Mornings are now taking place with customers and Alliance at the schemes. These are opportunities to discuss ways to improve safety. Residents have told us they feel their voices are being heard.

Creating welcoming spaces

You said: Our communal lounge is not used because it is unloved and is not a particularly inviting room to go into.

We did: We worked with customers to improve the lounge by putting in new carpets, furniture and soft furnishings. Creating a space where people can enjoy spending time together as a community and with their families.

Making sure your voice is heard

You said: We feel our voice is not heard and we do not know how to proportionately challenge Alliance on several key themes affecting us all in our communities.

We did: We have set up our first Age-related Customer Forum, an event held in June 2025, for customers to talk to operational managers in person about their views.

Improved notice boards

You said: Not everyone visits the Alliance Homes website or has a smartphone, and our scheme notice boards are in poor condition with outdated information about your services.

We did: We replaced all community notice boards across our age-related schemes with brand-new ones and carried out an audit to ensure each board now displays the most up-to-date information about Alliance services.

Sustainability

You said: We would like to be involved in encouraging more sustainable behaviours in our neighbourhoods.

We did: As part of our sustainability strategy, we are creating working groups of customers in local areas to better understand what customers would like to see to encourage more environmentally friendly behaviours and co-create local projects to cultivate more sustainable communities. You can find more here.

Alternative communication channels

You said: We would like more ways to talk to Alliance Homes about issues in our building, other than on the phone, customer portal or by email.

We did: We have launched a pilot programme of suggestion boxes, allowing customers to share their views about their property. 

Improving estate services

You said: We would like the opportunity to provide feedback to Alliance Homes on estate services where we live.

We did: Starting in Spring (2025), we are rolling out Estate and Block Champions, enabling customers to conduct surveys on the standard of estate services they pay for.

Tackling loneliness where you live

You said: We want to tackle age-related loneliness and explore new ways to cook in our communal kitchens, so we can get together and socialise.

We did: We have added air fryers to schemes that have the space, making it easy and more affordable to cook together.

Regular interactions with Alliance Homes colleagues

You said: We would like regular face-to-face interactions with Alliance Homes colleagues to get to know our tenancy officers and fire safety staff.

We did: We have held six in-person residents’ meetings, with colleagues from all areas of the business attending.

We will: Developing an ongoing schedule to continue these interactions.

You Said, We Did: Responding to customer feedback in our Complaints Handling Process

We publish information about the complaints we receive, how we manage them, and how we use customer feedback to improve our services each year in our Complaints Performance and Service Improvement Report. Read our 2024–2025 report to learn more.

Empty Homes Standard

You said: Our Empty Homes Standard wasn't good enough.

We did: We restructured the team and recruited additional staff to strengthen quality control and management. We now carry out post-inspections on every property, and supervisors complete final-day visits to address any outstanding snagging issues.

Length of time to complete repairs

You said: It takes too long for repairs to be completed.

We did: After ending our repairs partnership with Bristol-based housing association Brighter Place, we have realigned our Repairs service to ensure we have the right people in the right places, increased resources.

We will: Looking ahead, we plan to update and improve our repairs system to boost efficiency, maximise spend, streamline workstreams, and enhance our ability to monitor and track trends, all with the ambition of improving the overall customer experience.

Tackling damp and mould

You said: We need to do more to help with damp and mould.

We did: We have established a dedicated Complex Works Team to directly support customers experiencing damp and mould issues. We also developed a Damp and Mould Policy that sets out our commitments to customers and ensures their needs are met.

We're in the process of sharing more examples of how we have responded to customer feedback. Keep an eye out for more updates soon.