You Said, We Did: How Your Feedback Helps Shape Our Services

We’ve launched a new section of our website that shows how your feedback makes a real difference at NPH.

You Said, We Did brings together examples of changes we’ve made after hearing from residents. It’s a simple, easy way to see how your voice helps improve our homes, neighbourhoods and services.

Why we’re doing this

In April 2024, the Regulator of Social Housing introduced new standards for all social landlords. One of these standards focuses on ‘Transparency, Influence and Accountability’.

This means landlords must:

• Be open and honest with tenants
• Listen to their concerns
• Make it easy for tenants to influence decisions
• Show how tenants can hold their landlord to account

We want to make sure you can clearly see how your feedback is shaping what we do.

How residents are influencing our work

Over the past year, residents have been sharing their views through:

• Online surveys
• Focus groups
• The tenant Sounding Board
• Complaints and compliments
• Feedback at community events
• The tenant‑led Service Quality Committee

Across NPH, our teams are using this feedback to make improvements, big and small, that matter to you.

What the new web pages show

The new website area highlights real examples of service improvements, organised into four sections that reflect our priorities:

• Great Homes
• Great Neighbourhoods
• Great Services
• A Great Company

As more improvements are made, we’ll keep adding to the list so you can easily see the impact of your feedback.

More improvements coming soon

We’re continuing to gather examples from teams across NPH. If you’ve spoken with us in the past year and shared feedback that led to a change, we want to make sure it’s recognised.

Thank you to everyone who has helped shape the changes we’ve made so far. We look forward to sharing even more “You Said, We Did” examples with you in the months ahead.