Council housing feedback

Your feedback helps us celebrate what’s working well, make improvements where needed, and resolve issues quickly.

As a tenant, your voice shapes the way we work.  When you tell us what matters to you, it helps us make our homes, services and communities better. There are lots of ways you can share your views and we appreciate all feedback you give to us so that we can address your concerns and celebrate our successes.

We know things don’t always go right first time, and when you let us know, whether it’s a suggestion, a concern or a complaint, it helps us to understand what needs to change. Your feedback leads directly to improvements that benefit you and your neighbours.

You can share your views by completing our Customer feedback, compliments, comments and complaints form.

You said, we did...

April - June 2026

You said We did
A tenant told us that the mould wash used in your homes affected their health because it contained bleach. We tested alternative mould treatments and introduced a bleach free, fragrance free option where needed. Our teams now carry more than one mould treatment so they can choose the most suitable product for each home. We’ve also improved our assessment process to identify anyone who may be sensitive to bleach, helping us treat mould safely while prioritising your health and wellbeing.
Within our survey earlier this year, you would like us to re-instate our Tenants’ Magazine Re-introduce the Magazine, publishing it three times a year: December, March, and June. This will focus more on useful updates, stories, and information for you, in line with your feedback.
We asked you whether you were happy to be sent a link to the Housing Services Annual report to allow us to be both environmentally friendly and cost effective

Of those who responded:

  • 71% were happy to receive this digitally
  • 29% said you would prefer a paper copy

If you told us in the last survey that you prefer paper copies, you will automatically receive printed versions of both the Annual Report and the Tenants’ Magazine.
 

January - March 2026

You said We did
Within the Tenant Satisfaction Measure surveys, you were dissatisfied with our maintenance of the communal areas.
  • In April 2025, we expanded our Neighbourhood Caretaking Team from 1 to 4 full time caretakers, with a Team Leader and new dedicated Estates and Inspections Manager.
  • Caretaker inspections and cleans are now in place. Each block with a communal area now receives a regular 4 weekly inspection and clean by our dedicated neighbourhood caretaking team. 
  • Communal area signs - all blocks now have our ‘Be Tidy, Be Safe’ communal area signs installed. This allows residents to report issues within communal areas by using a QR code. 
  • We will consult with residents on our neighbourhood caretaking service. This will give residents the opportunity to provide feedback on the service they receive, and help shape the service going forward.

October - December 2025

You said We did
The Repairs and Mobility Vehicle Policies were too wordy.  We produced ‘easy read’ versions of the policies, highlighting the key messages and directing readers to the full policy for more detailed information or complex queries.
The Repairs Policy was not clear regarding the difference between leaseholders and tenants. We have added clear definitions to the policy to explain the differences between the tenants and leaseholders.
It was not clear who the Mobility Vehicle Policy applied to as there were some parts that only applied to Retired Living Scheme tenants and some parts that applied to all tenants. We have reviewed the document to ensure that this is clear. We have produced two easy read versions - one for Retired Living Scheme tenants and one for tenants in communal blocks.

You said, we will...

Sometimes we receive great suggestions from you, but we aren’t always able to move them forward straight away, use them, or implement them at all. When this happens, we will explain the reasons why.

April - June 2026

You said We will
Accessing our MyHome site was not straightforward. Review access to the site and make improvements where possible.  We will also look to create a ‘how to’ guide to assist with this and using the site.
When asked if you are happy that we produce the Housing Services Annual Report online and provide electronic links, to be more environmentally friendly and cost efficient - 71% of those who replied were happy with the online version and 29% would prefer paper copies. We are always looking to provide a service that’s both cost-effective and environmentally friendly. We have made a note of everyone who has let us know they would prefer a paper copy, and we will make sure these are sent out by post.
For next year’s annual report, we’ll share a link online, and we’ll also offer the option to request a printed copy for anyone who would prefer one.

When asked what you would like us to include in future editions of the Housing Services Annual report, you said:

  • More information around the future plans works, for example, kitchens, bathrooms, windows and doors.
  • A breakdown of the types of repairs, home improvements complaints we have dealt with.
  • Information on where improvements have been made.
 We are currently exploring the idea of introducing a regular Housing Services newsletter alongside our annual report. We will take these suggestions into account and consider where the information would be best shared, whether in the newsletter or the annual report.

October - December 2025

You said We will
In response to the review of the Repairs Policy, you stated that not all properties were suitable to live in when a tenancy contract is signed, and keys handed over. Whilst this is outside the scope of the Repairs Policy, we will be developing a Void Policy in 2026/27. We will use this feedback, along with other tenant comments, in writing this.
During this, we will review the process from when properties become empty, to when keys are then handed over to new tenants.
Our Repairs Policy document was difficult to enlarge and the spacing and font size could not be altered. We will ensure that the final versions available on the East Suffolk Council website will be fully accessible.

Compliments

Learning where we are doing well is not only great for our team to hear, but it also helps us improve our service in other areas. You have said:

June 2026

Once it was realised I could not complete cleaning the mould in the bathroom myself, considering how extensive it was, and my disabilities, the job was done very quickly and extremely efficiently by the council worker, who was very kind and very polite. He was extremely professional and explained everything to me and left the windows open afterwards so as not to leave the over powering smell to get all over my house. Great job

I would like to formally recognize the exceptional work carried out by Neil today. Neil visited to repair my bath panel, and I was genuinely blown away by the quality of his workmanship
Rio (Housing Officer) was lovely, considerate and professional.

May 2026

Tenant had a text message asking about the recent repair works, he called in to say he was very happy with the operative and the works on the black mould have been completed.

March 2026

Very pleased with the (repairs) service.

The guy who came and sorted the windows and kitchen door was fantastic. He did the job quick and efficiently.

Very happy with the work that was done today, lovely man, explained everything that was going to be done, really happy with the work' (repairs).

Phil was the only person who can solve the problem' (repairs).

Excellent customer service and response time. Contractor was extremely polite and considerate and completed the work in good time and to an excellent quality.

You couldn't ask for a better first-class fella, certainly knows his job! Does the council proud!!' (repairs).

The gentleman who came out this morning was fantastic, he was efficient and polite and professional, he did an amazing job. So I am really happy. Thank you' (repairs).

Fantastic guy credit to you' (repairs).

I went to visit yesterday and the shower rail is fine. Mum is really pleased with it as they have not been able to have one before. The sliding door is amazing and works perfectly so thank you for agreeing this as well. Please can you thank your team and the voids team from both me and mum as the bathroom and electrics are lovely' (repairs).

Would like to give compliments to Courtney in the repairs team. Courtney answered the phone, got Stannah out very quickly and the issue was resolved within a few hours. Tenant was very happy with this service as his stairlift is his lifeline - she was very efficient.

Excellent service repair man was very efficient and knew how to sort the problem, very pleased with the whole service.

Excellent service polite and efficient electrician very pleased with the service.

Easy to report repairs. Repairs are scheduled quickly and given time slots to suit around school runs etc. Polite, friendly staff that go above and beyond to complete work needed. Many thanks!'

Customer had some repairs done in the property and is very pleased with the work, they had - plastic seal around windows, mould wash and door brush installed. Customer is unsure of the name of the person who went round but was satisfied with the service and said they gave her good advice.
 

February 2026

“Thank so much for your service, I'm so happy with your service, everything is the best.”

January 2026

“Andy and colleague Liam both done an excellent job in replacing my back door, they explained what they were doing and why when asked, they cleared up as they worked. They were both friendly and efficient.”

“Paul attended first and repaired middle outhouse and had to leave to another job in Lowestoft. Jason arrived later to complete the other 2 ceilings. It worked out well with the split as it gave time to empty the 2 outhouses into the middle outhouse as it was raining and had items that could not get wet. They completed the work quickly and efficiently. Jason explained what he was going to do, what materials and why. They can come again.”

“I had screaming taps and I just wanted to pass on to the council. What a fantastic trades person this man is, he turned up on time this morning to do the repair. He is a credit to the council. I would like to say how polite and respectful he was.”

“Tenant called to praise the operatives who did her flooring (Glen’s team) and the inspector who attended for damp and mould recently. The team who removed the flooring were great, did a damn good job and were absolutely brilliant. She said that Simon was great, and explained everything to her really well when he attended.”

“The tenant called to say what a great job Nicky did this morning with his gate.”