We listened. We acted. See how you shaped our services!
Welcome to our Tenant Feedback Hub — a dedicated space to show how tenant voices are helping shape our services.
Every update here is a direct result of feedback from tenants and leaseholders, showing how we listen, respond, and take action. This page highlights how your input has led to improvements, from service changes to new initiatives. It’s part of our commitment to being open, accountable, and making sure tenant voices are heard.
Here are some examples of how tenant input has led to real change:
| Engagement Activity | You said | We did/ We are doing | Outcome |
|---|---|---|---|
| Tenancy Agreement Review | You said the Tenancy Agreement needed to be clearer and easier to understand, with clearer responsibilities, more transparency around inspections, and fair, accessible communication for all tenants. | We made the agreement clearer and easier to understand by simplifying the language, clarifying key responsibilities (such as repairs, gardens, inspections and behaviour), explicitly considering vulnerable tenants, and adding information about accessible formats. | Feedback & insight gained Service delivery informed Tenant empowered / tenant voice amplified |
| Tenant Handbook Re-Design | You told us you wanted a new tenant handbook with clear guidance, practical examples and step-by-step information about inspections, repairs and responsibilities, especially for new tenants. | We held two tenant workshops on 20 April, attended by 28 tenants, to shape the redesign of the Tenant Handbook, with participants thanked via a £50 high‑street voucher in line with policy. Tenant feedback on design, layout, and content is directly informing the final handbook, with updates shared on the Tenancy Agreement Review page. | Increased participation Tenant empowered / tenant voice amplified |
| Mystery Customers | You told us complaint responses often felt impersonal and unclear, with technical language, limited empathy, and a lack of explanation about decisions and next steps. | We invited Mystery Customers to a complaints scrutiny session, improved survey and letter templates, tested the repairs complaints process, and used ongoing feedback to make online communications clearer and more accessible. | Feedback & insight gained Service delivery informed Tenant empowered / tenant voice amplified Increased participation |
| Complaints Scrutiny Session | You told us complaint responses are often confusing, too technical, and impersonal, with little explanation of decisions or next steps. Many responses lack empathy and don’t reflect the seriousness of issues, and the process can feel rigid, with little follow-up or ownership. | We shared tenant feedback, reviewed and improved how complaints are handled, trained staff on empathy, clear communication, and follow-up, and updated guidance to be plain English, empathetic, and include clear actions and timescales. | Feedback & insight gained Service delivery informed Tenant empowered / tenant voice amplified |
| 'Grow Grovehill' | You wanted more information about tackling anti-social behaviour in Grovehill and the opportunity to raise concerns about safety and future priorities in your community. | We brought together the Community Safety Partnership to launch Grow Grovehill (Clear, Hold, Build), explain planned action to reduce harm and maintain safety, and gather resident feedback to inform future priorities. | Feedback & insight gained Increased participation Increased Awareness Issue prevented/ risk reduced |
Supporting Tenants with New Heating Systems | Several tenants in our new build homes told us that they were struggling to use their new air source heat pumps efficiently. Many tenants had previously only used gas boilers, so the new systems felt unfamiliar and limited how well it can perform. | We brought our Housing Delivery and Safe Homes teams together with Sureserve to run support sessions at several locations, helping tenants understand how to use their new air source heat pumps and get the best performance at the lowest cost. Where tenants did not respond, staff went door‑to‑door to offer one‑to‑one help, quickly identifying and fixing issues and following up to make sure everyone received clear support. | Feedback & insight gained Tenant empowered / tenant voice amplified Issue prevented/ risk reduced |
Your feedback continues to shape our services. If you have suggestions or ideas that could improve housing, please get in touch with our Tenant Engagement team at talk-to-us@dacorum.gov.uk. Or take a look here at other ways you can get involved.
What you have to say matters — we are listening and ready to act. Together, we can make housing safer, fairer, and more responsive.
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