Getting To Know You 2025: thank you and key results

On 10 September we held our annual Getting To Know You (GTKY) day - and once again, you took part in great numbers. A big thank you to everyone who took the time to speak to us on the doorstep and complete our survey. Your feedback really does help us understand what matters most to you and improve our services better.
We had a brilliant response this year. Here are some of the main results, along with the steps we’ll be taking based on what you told us.

Who we spoke to

We surveyed a range of Housing Solutions residents:
• Age: just over half of people who gave us feedback were aged 55 or over, mostly between 55–64 and 65–74.
• Gender: Around 60% of people who gave us feedback were female

What we’re doing with your feedback

1. Improving how we keep in touch

You told us that you prefer different ways of contacting us.
• What we’ll do: we’ll keep a mix of options. Phone contact will stay popular, but we’ll also improve digital tools like the website and app for younger residents, while keeping face-to-face support for those aged 45 and over.

2. Putting support where it’s most needed

Your answers highlighted some key areas we need to focus on:

• Community safety
Anti-social behaviour (ASB) can be the biggest reason for dissatisfaction. Residents who have experienced ASB are, understandably, more likely to feel unsafe in their neighbourhood (38.9%) compared with those who have not (15.5%).

• What we’ll do: we’ll target safety resources in ASB “hotspot” areas to help make neighbourhoods feel safer.

• Property and tenancy support
Younger single households reported lower satisfaction, and residents with rent arrears also felt less positive.

• What we’ll do: we’ll offer earlier tenancy support and financial advice to help prevent problems from growing. We’ll also use the data to predict property issues such as damp and repairs, so we can direct investment where it’s most needed.

3. Making digital services better
Many of you gave feedback on the resident portal and website.
• What we’ll do: we’ll carefully review all your comments to understand what needs improving, and we’ll ask for more feedback as changes are made.

Looking ahead

Your views give us a clear direction. By listening and acting on your feedback, we can keep improving our services and strengthen the relationship we have with all residents.

Thank you again to everyone who took part - we look forward to continuing this journey with you.