Listening to Tenants
You Said... So we did!
But what does this mean to our tenants?
“You said, we did” is our way of showing you that your feedback matters and leads to real action. It means that when tenants raise concerns, share ideas, or make requests, the organisation listens carefully and responds by making improvements wherever possible. This could include changes to services, repairs, communication, safety, or community support.
Listening to tenants is important because you are the people who experience the services every day and can provide valuable insight into what is working well and what needs to improve. By acting on this feedback, Arches Housing can build trust, improve services, and create stronger communities where tenants feel heard, respected, and involved in decisions that affect their homes and neighbourhoods.
There will also be occasions when Arches are unable to accommodate requests, we will also explain why we are unable to act on the suggestion and have included these below!
WE DID - 2026
You said - Tenant requested a second handrail to make external steps safer in rain/snow/ice.
We did - Arches housing staff worked hard to have these installed, creating a safe and happy solution for the tenant.
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You said - Tenant mentioned in a Neighbourhood Network meeting that a letter should be issued confirming a rent arrears repayment plan once this has been agreed with rent officer. This was a fantastic suggestion and approved.
We did - It was drafted by the Neighbourhood Manager and is now being used as part of the housing process.
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You said - Planned works - tenants going through the planned works process, made a request for an update of colour choice for bathrooms.
We did - This was taken on board and a new colour is being added in 2026/2027.
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You said - Planned works - tenants fed back that they wished for more involvement with the new kitchen designs for their homes.
We did -We now provide a pre-works visit and a follow up with a kitchen pack that includes floor plans and 3d drawings.
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You said - Tenants forming the Corporate Plan provided feedback on the policy following the outcome of the focus group and suggested changes to make it accessible for all.
We did - We made the following changes: altered to ensure document was readable and accessible for all customers, improved graphics, altered name of 'tenant' to 'customer' throughout and used less housing 'jargon' - making it more customer focused. The feedback was fantastic and these changes have positively influenced the Plan.
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WE DIDNT - 2026
You said - A tenant asked Arches if they could have a thermostatic shower running from the boiler.
We Didn't -We declined this as it is standard to install electric showers so that there is an alternative form of bathing if the boiler breaks down.
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WE DID - 2025
You said - we needed more action days and more visibility in the community...
We did - We have increased our Neighbourhood days from 3 to 6 per year and these have been very well received with excellent feedback on the results.
We did - We have expanded our patches for what streets are covered on our weekly walkabouts and you will now see many members of our housing team in your area regularly.
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You said – Tenants informed us that cars were speeding in and out of an enclosed car park on Eccles Street.
We did - We acted immediately on this, gathered information and installed very visible speeding signs.
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You said – a tenant on Ditchingham Street required storage of items over winter while a disability adaptation to the home took place.
We did – We researched and organised a unit and assisted by using ‘Tenancy Support’ funds to cover costs.
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You said – A tenant complained that bushes located outside an Arches block of flats on Burngreave Road were providing cover for drug users and the dumping of drug paraphernalia.
We did - We took action to cut the bushes back and eliminate cover and are looking to install CCTV cover in order to provide safety and a sense of security for tenants.
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You said – We need to increase our communication in relation to planned works taking place on your homes.
We did – We have increased the length of time we send letters before the works take place and have increased the communication before, during and after the process.
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You said – You said that more information about the process of an ASB was needed so that you could understand what actions were being taken.
We did – Our neighbourhood manager has produced a booklet covering all aspects of your ASB complaint and this will now be handed out to anyone sharing an ASB concern.
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You said – You said that our empty property standards required improvement for aged properties.
We did – We set up a scrutiny panel of tenants to consider and review how we can increase the standards in a financially sustainable way.
