You Said, We Did: Turning Your Feedback into Action

At Nehemiah Housing Association, listening to our tenants is central to everything we do. Over the past year, many of you have shared honest feedback about your homes, our services, and how we communicate with you. We’ve taken that feedback seriously and built it into our Corporate Strategy Action Plan.

This article sets out what you told us, what we committed to, and what we’ve already done, with a clear focus on what’s happening next.

Improving Communication and Information

You said:

• Communication from Nehemiah wasn’t always clear or consistent
• You wanted information in different formats
• There wasn’t enough information about home ownership and shared ownership

We did:

• Reviewed how we use Facebook to make sure it’s more engaging and useful
• Consulted tenants on the new tenant portal to ensure it meets your needs
• Ensured newsletters are available to all tenants — online, on our website, and as paper copies on request
• Created a dedicated section on our website explaining Right to Acquire and home ownership options

What’s next:
We’ll continue improving how and when we share information, making sure it’s accessible, clear, and easy to understand.

Repairs, Maintenance and Contractor Accountability

You said:

• Repairs weren’t always followed up
• It was difficult to chase progress
• Some repairs didn’t feel done properly

We did:

• Introduced clearer repair timelines when issues are logged
• Monitor contractors through KPIs and monthly performance meetings
• Use an independent monitoring company to contact tenants after repairs
• Question contractors when standards are not met — and take action

What’s next:
Contractor performance continues to be reviewed, with a move towards smaller, more manageable contractors to improve quality.

Kitchens, Bathrooms, Heating and Hot Water

You said:

• There wasn’t enough communication about kitchen and bathroom replacements
• Heating and hot water failures caused stress and disruption

We did:

• Confirmed we have a planned programme of works for kitchens and bathrooms
• Carry out inspections where replacements may need to be brought forward
• Installed new boilers and additional hot water cylinders at Woodside House
• Ensured all residents at Woodside House now have new kitchens installed

What’s next:
We’ll keep tenants informed of schedules and any changes, and continue investing in long-term solutions.

Building Community and Tackling Isolation

You said:

• Some tenants feel isolated
• You want stronger relationships and more community activity
• Neighbour disputes and “trouble tenants” cause concern

We did:

• Trained staff in mediation to support neighbour dispute resolution
• Regularly contact vulnerable tenants aged 70+
• Promoted community events through Facebook and our website
• Scheduled community events, including July activities and Field initiatives
• Invited general needs tenants aged 60+ to independent living scheme activities

What’s next:
More community events, stronger partnerships, and continued staff presence in areas where tenants feel isolated.

Safety, Security and Communal Areas

You said:

• You were worried about security, scooter storage, parking, and fly-tipping
• Communal doors and gates weren’t always working

We did:

• Installed additional CCTV at Charles Pearson Court
• Repaired communal doors and gates at Cedar Drive
• Continue to remove fly-tipping as soon as we’re notified
• Explored parking solutions — including discussions with planning departments

What’s next:
We’ll keep communicating outcomes through newsletters, our website, and Facebook.

Investing in Our Homes

You said:

• Gardens, communal spaces, décor and furnishings needed attention
• Older properties needed longer-term solutions

We did:

• Completed all external and garden works at Father Joe Taffe House
• Delivered major refurbishment works at Woodside House, including:
  • New kitchens
  • New blinds
  • Communal redecoration
  • Tenant-chosen colours for doors and corridors
• Regular walkabouts and meetings with tenants to identify issues early

What’s next:
Ongoing investment across general needs and supported schemes, with tenant involvement at every stage.

Staff Presence, Wellbeing and Support

You said:

• You weren’t always sure when staff were available
• Property issues were affecting wellbeing

We did:

• Committed to publishing walkabout schedules
• Scheme officers now share their availability with residents
• Installed CCTV where needed
• Published blogs and newsletter articles on mental health and wellbeing
• Worked with mental health specialists during awareness weeks

What’s next:
Continued focus on wellbeing, visibility, and timely occupational adaptations.

Stronger Governance and Better Partnerships

You said:

• Contractors weren’t always meeting commitments

We did:

• Reviewed all service contracts
• Hold monthly contractor review meetings
• Improved internal communication and follow-up
• Strengthened accountability through KPIs and walkabouts

What’s next:
Ongoing monitoring to ensure services continue to improve.

Thank You for Your Voice

Your feedback has shaped real change — and this work doesn’t stop here. We’ll continue to:

• Listen
• Act
• Report back

If you’d like to get involved, attend events, or share feedback, please contact us or follow our updates on our website and Facebook page.

Together, we’re building better homes, stronger communities, and a Nehemiah you can trust.

Attend Nehemiah’s Tenants Conference

Don’t forget to attend our next Tenants Conference and have your say. It is taking place on Thursday 5 March full details here