During 2024–2025, NPH reviewed feedback after a resident highlighted difficulty finding information about what to do when a tenant dies. The aim was to make the process clear, easy to find and easy to understand for residents and staff.

How we listened:

We reviewed feedback received through a Google review. The Communications Team identified this as an issue that could be resolved and worked with Housing Management to improve how the information is shared.

What we will be doing:

We wrote the process in clear, plain language and published it centrally on our website in an easy-to-find location. We shared the process with the Contact Centre and all staff so they can talk residents through the steps if needed. We also responded to the review to explain the changes made.

• You couldn’t find the process to follow when a resident dies
• The information was not easy to access
• You needed clear, simple guidance at a difficult time

• Wrote the process in clear and easy-to-understand language
• Published the process on our website in an easy-to-find place
• Shared the process with the Contact Centre
• Shared the process with all staff through the intranet and weekly update
• Responded to the feedback to explain what we changed