TLC magazine Spring 2025 - text version - We’re listening

We’re listening  

Our tenants are at the heart of what we do. We invest time and resources in monitoring our performance, from complaints to voids. But true improvement comes from analysing feedback and finding solutions to prevent repeat issues.

Here are some changes we’ve made based on tenant feedback:

You said: 
People are constantly smoking in non-designated areas.

We did:    
We reminded all residents of our smoking policy and increased visits to the area. We’re also supporting smokers to give up, see the article on page eight.  

You said: 
A complaint was raised about a dog in a tower block.

We did:    
We reminded tower block residents of pet rules and assured them that incidents would be handled confidentially.

You said: 
The wording of our text messages and letters about outstanding rent causes unnecessary distress.

We did:    
We changed the wording of our letters and ensured that automated text messages are not sent to tenants with known vulnerabilities.

We’d like the opportunity to put things right, so if something isn’t right please let us know by visiting www.norwich.gov.uk/complaints.

If you’re unhappy with our complaint response, you can escalate it to the Housing Ombudsman.