Arches Launches New Tenant Experience Strategy for 2026 - 2029
Here at Arches Housing, we believe that great tenant experience is built through everyday interactions, from reporting a repair to receiving clear updates and knowing that feedback leads to positive change. That is why we are pleased to introduce our new Tenant Experience Strategy for 2026-2029, which sets out how we will improve tenants' day-to-day experience over the next three years.
The strategy has been developed using tenant satisfaction measures, repairs data, service requests, complaints, compliments and direct tenant feedback. It aligns closely with the Arches Tenant Experience Strategy 2026 to 2029's commitment to delivering quality homes, quality services and being a quality organisation.
Putting Tenants at the Centre
Our ambition is that by 2029, tenants will experience Arches as a landlord that is easy to contact, dependable in delivering services, open when things go wrong and committed to continuous improvement. We want tenants to feel listened to, treated fairly and respected, with confidence that their homes, concerns and feedback are taken seriously.
Building trust starts with getting the basics right. That means answering enquiries promptly, keeping people informed, attending appointments, completing work to a high standard, explaining decisions clearly and following through on our commitments.
Three Priorities for the Next Three Years
1. Reliable Repairs and Better Service Delivery
Repairs are one of the biggest factors influencing tenant satisfaction and trust. Over the next three years, we will focus on improving the repairs journey from the moment a repair is reported through to completion. This includes clearer diagnosis of issues, better appointment management, more proactive communication and stronger oversight of recurring problems such as damp, leaks and repeat repairs.
We will also work closely with our contractors to ensure that every visit reflects our values of respect, safety, communication and accountability. Tenant feedback will play an important role in helping us monitor performance and identify areas for improvement.
2. Clearer Communication and Closing the Feedback Loop
We know that tenants should not have to chase us for updates. A key priority will be making our communication more proactive, accessible and responsive. We will establish clear service standards for acknowledgements, callbacks, progress updates and communication throughout service requests.
We will also tailor communications to meet individual needs and preferences, ensuring information is accessible through a range of formats and channels. As part of this commitment, we will regularly share "You Said, We Did" updates to demonstrate how tenant feedback is influencing our decisions and service improvements.
3. Learning from Feedback and Complaints
Feedback, service requests and complaints provide valuable opportunities to learn and improve. We are committed to creating a positive culture where concerns are addressed quickly, lessons are learned and improvements are made.
The strategy outlines how we will strengthen complaint handling, improve response quality, identify recurring themes and ensure that learning is shared across the organisation. Most importantly, we will tell tenants what has changed as a result of the feedback they have provided.
How We Will Measure Success
Throughout the life of the strategy, we will review progress regularly and report back to tenants at least once a year. Success will be measured not only through performance indicators, but through tenant experience and satisfaction.
We will monitor factors such as repairs satisfaction, communication effectiveness, complaint outcomes, service improvements and evidence that tenant feedback is shaping the services we provide. By focusing on real experiences rather than simply measuring activity, we can ensure that improvements make a meaningful difference to tenants.
Looking Ahead
This strategy is about more than policies and processes. It is about ensuring that every interaction with Arches reflects our values and our commitment to providing excellent services.
Over the next three years, we will continue listening to tenants, learning from feedback and working together to deliver better outcomes. By focusing on reliable services, clear communication and continuous improvement, we aim to strengthen trust and ensure tenants receive the quality experience they deserve.
