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 to us - our tenants are experiencing the services we provide every day and their views provide valuable insight into what is working well and what needs to improve. By acting on this feedback, we 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 we are unable to accommodate requests, and we will always explain why!
WE DID - 2026 (so far!)
You said - there are overgrown and potentially dangerous trees on the Wensley estate.
We did - We arranged a survey in the area and a number of trees were identified as medium to high risk of causing damage or injury. Some were also classified as dead. Immediate action was taken and these trees were removed. There is an ongoing programme for ALL areas under Arches responsibility to continually assesses trees to ensure tenant safety.
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You said - An elderly tenant felt he was struggling to keep his property safe and secure and this was being used by others a walk through and was attracting vermin.
We did - We assessed the tenant’s circumstances and allocated some resources to make the garden safe; removing items that encourage vermin to congregate.
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You said - tenants who took part in a recent tenant outcomes survey told us they were unhappy with our communication with them during planned works.
We did - We decided that a dedicated tenant liaison officer would enable clearer and more regular form of communication and a single point of contact for tenants. Welcome to the new role, Emma Thompson! We are now seeing improved satisfaction with our management of planned works.
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You said - a tenant requested a second handrail to make their external steps safer in rain/snow/ice.
We did - our team worked hard to arrange for rails to be installed, creating a safe and happy solution for the tenant.
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You said - During a Neighbourhood Network meeting a tenant suggested that a letter should be issued confirming a rent arrears repayment plan once this has been agreed.
We did - This was a great suggestion which was approved and implemented.
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You said - tenants going through the planned works process in their homes made a request for an updated colour choice for bathrooms.
We did - A new colour is being added to the choices available in 2026/2027.
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You said - during 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 to talk through the options with tenants and we follow this up with a kitchen pack that includes floor plans and 3d drawings.
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You said - Tenants innolved with the writing of our Corporate Plan provided feedback on the document, suggesting changes to make it more accessible for all.
We did - We made the following changes: altered to ensure document was easier to read, improved the graphics, altered the term 'customer' to 'tenant' and used less housing 'jargon' - making it more tenant focused. This feedback was invaluable 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, explaining that we install electric showers so that there is an alternative form of bathing if the boiler should break down.
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WE DID - 2025
You said - we should have 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 outcomes.
We did - We have also expanded our weekly walkabout routes to cover more areas so the housing team are in our communities more 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, gathered information and installed very visible speeding signs.
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You said – a tenant required storage of items over winter while a disability adaptation to the home took place.
We did – We organised a unit and assisted by using our dedicated ‘Tenancy Support’ funds to cover the costs.
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You said – A tenant reported that bushes located outside a block of flats were attracting drug use and the discarding of drug paraphernalia.
We did - We took action to cut the bushes back and eliminate cover and are looking into installing CCTV to provide increased safety and 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.
