We recently asked members of our Resident Survey Group about their awareness and experience of our Tenancy and Money Support service. A big thank you to everyone who responded – your feedback plays a vital role in helping us improve the way we support you.

❓ You said…

In March, we carried out a resident survey to learn more about how well-known and accessible our Tenancy and Money Support service is. Here’s what you told us:

• Only 17% of respondents had heard of the service and knew what it was.
• 26% had heard of it but weren’t sure what it offered.
• 57% hadn’t heard of it at all.
• 91% said they would use the service if they had a need – only 2 people said they wouldn’t.
• 74% of respondents didn’t know there was support information available on our website.
• Most found the website clear, but some said the information could be improved – especially around who can access the service and how to use it.

Despite regular mentions in newsletters and updates, it’s clear that some residents are still unaware of the help available. We’re listening – and we’re taking action.

✅ We’re doing…

To improve access and understanding, the Tenancy and Money Support team will be:

• Exploring new ways – with our PR team – to reach residents more effectively. We may review how the service is currently promoted and test new approaches, like focus groups, to see how we can connect with a wider audience.
• Looking into whether information about the service – and how to access it – can be added to the MyHomeOnline portal. This is part of a bigger project, but we’ve asked to be involved when that review takes place.
• Updating our website with clearer language to explain which tenures (such as shared owners and leaseholders) can access the service.
• Requesting that the buttons linking to support services are moved higher up on the ‘Your home’ page, so they’re easier to spot.

These are practical steps we’re taking based directly on your feedback.

Need help or want to learn more?
Visit our Money Support page – it’s a great place to start if you’re looking for guidance or just want to see what’s available.

Thanks again for sharing your voice. Because when you speak, we listen – and act.