You Said, We Did
See below examples of changes we've introduced in response to tenant feedback.
We welcome your feedback on our services, as it helps us find out what's going well and what we can improve. Feedback can be provided directly to us here.
Our examples currently cover tenant feedback received during 2023/24 and 2024/25. We'll continue to regularly update this page.
| You Said | We Did | How it made a difference |
|---|---|---|
| You would benefit from specific advice on how to manage condensation in your homes. | We created a condensation guidance leaflet with tenants to provide advice on managing condensation in the home. | Tenants greater informed about condensation and how to manage it. |
| You would benefit from a dedicated contact for Damp Condensation and Mould. | We created a dedicated email address dcm@sholland.gov.uk and have improved our triage process with Customer Contact. | Direct access to DCM expert, quicker response. |
Sheltered Housing tenants said they would like the community centres re- worked with different spaces and furniture to make them more homely. | We have scheduled to upgrade 3 Community Centres per year. We are working with the tenants to design the centres according to their wants and needs. The first 3 centres are complete and the next 3 centres refurbishments are under way. If you would like to get involved or feedback please contact the Independent Living Team. | Areas updated and more inviting. |
Sheltered Housing tenants said they would like an easier way to book community centres. | We have designed an online booking system which is easy to use, we are currently in the testing phase, trying out the new system with tenants. | |
Sheltered Housing tenants said they would like to be able to see what is on at the community centres and have an easier way for us to communicate with you. | We have installed a digital noticeboards at two of our schemes as a pilot and also introduced an Alexa device pilot in one of our flatlet schemes, we are monitoring the effectiveness of the communication. | Tenants informed with live information. |
Sheltered Housing tenants said they would like more support and presence on our Sheltered Housing sites. | We have introduced an independent living team, they visit all new tenants to welcome them to Sheltered Housing and provide them with up-to-date information of the service, as well as identify any areas of support required. | Greater presence on estates, easier for tenants to access services. |
Sheltered Housing tenants wanted help with light handyperson jobs and gardening tasks around the home. | We have introduced the Handyperson Service to our Sheltered Housing service, providing assistance with jobs you are unable to do yourself. Sheltered housing tenants can book the service by contacting the Independent Living Team. | Tenant independence and wellbeing. |
Sheltered Housing tenants wanted more activities to attend, organised by The Council. | We have provided extra sessions and activities; Health Chats, Gardening sessions, Christmas parties and Fish & Chip lunches as well as worked with our Community Team providing intergenerational workshops and keep fit activities. | Connected communities |
You said some of the letters and documents we send you are confusing and some tenants said they had difficulty reading and interpreting letters | We have started to work with tenants to ask for their assistance in 'proofing' our letters and documents before we send them out. If you would like to be part of this please contact get-involved@sholland.gov.uk. | Correspondence is easier to understand. |
You said you wanted to be able to access the internet in the community centres | We have installed broadband into every community centre. | Removed barriers to accessing digital services. Digitally enabled. |
| You said you wanted to be more involved with developing policies and strategies. | We have established a Tenant and Influence Working Group following on from our Reengineering Tenant Engagement Project. The group are focused on developing the new Tenant Engagement and Influence Strategy. If you would like to be part of this please contact get-involved@sholland.gov.uk. | 600 tenants responded to consultation on Tenant Engagement Strategy. |
| You said you wanted to easily see who your housing officer is. | We created a dedicated webpage for you to find out who your housing officer is and which areas they cover. Housing Officers have delivered leaflets to each household in their patch, introducing themselves. | Tenants informed on who their Housing Officer is, their role and how to contact them. |
| You said you wanted the service to carry out estate inspections. | We have scheduled estate inspections for summer 2025 where tenants and members are welcome to join officers. Housing Landlord Service estate inspections schedule for summer 2025 - South Holland District Council | Tenants voice heard about their estates |
| You said when we create new strategy or framework documents it would be beneficial if we provided them in video and audio format to make them more accessible. | We have created a video version of the Housing Landlord Service ASB Framework which is currently being consulted on. | Greater accessibility to consultations, ensuring all tenants have the opportunity to take part. |
| After listening to feedback from bereaved families, we recognised the need for meaningful improvement. We engaged with families to truly understand their experiences. | We understand how difficult it can be when a loved one passes away. That's why we've listened to families and are committed to providing dedicated officers for each case. These officers will regularly reach out to families, offering support, advice, and guidance throughout this challenging time. Our officers are specially trained in grief support, and we've added valuable resources to our website to help families navigate the process when a Council tenant passes away. | Enhanced customer service and advice, recognising the difficult time experienced. |
| You said you were not sure of the options available to report a repair | We sent all tenants a leaflet on the ways to report a repair (by post, in a format suitable to them) in March 2025. | Increased accessibility to assist tenants in reporting repairs |
| You said you were concerned about the materials being used to improve energy efficiency in homes, and whether this was safe following Grenfell | We revised our literature being circulated with tenants to set out the safety of these materials. | Tenants feel safe in their home and are more informed |
| You said you were not sure how to use air source heating system following installation | We reviewed the process of handover with the contractor and arranged a follow up phone call/visit from an SHDC representative to provide further advice | Tenants know how to use their heating systems efficiently |
| You said the Council takes too long to respond to complaints | Changed the process, establishing a dedicated Housing complaints webpage and inbox, bringing the service in-house. | Quicker responses to complaints. |
| You said you were not satisfied with our approach to handling complaints of ASB | Appointed a Housing ASB Officer. | Improved case handling of ASB. |