You said, we’re doing
You said we’re doing – Social Tenants Access to Information Requirements (STAIRs)
A new scheme comes into force on 1 October 2026 to make sure that housing associations are open with residents about how their homes are managed. Under the Social Tenants Access to Information Requirements (or STAIRs for short), residents will have access to information we hold about your housing, as well as information held by…
Read MoreYou said, we’re doing – pest control
Following a recent complaint about our handling of a pest control issue, we’ve been reviewing our approach. You said… The complaint was about the time it took to deal with a rat problem in the resident’s home. Understandably the issue was causing resident great concern, and while our pest control contractors visited the property…
Read MoreYou Said, We’re Doing: Resident Meetings at John Gale Court and Norman Colyer Court (Over 55s communities in Epsom)
Listening to residents and acting on feedback remains a key priority for Town & Country Housing (TCH). Over the last year through a series of quarterly resident meetings at John Gale Court and Norman Colyer Court, Epsom, residents had the opportunity to ask questions, raise any concerns, and hear from a range of TCH teams.…
Read MoreYou said, we’re doing: PayPoint store finder
Last autumn we changed our rent payment provider to PayPoint. While most residents pay by direct debit, there is the option to pay at one of the 30,000 local shops that offer PayPoint services. You said… Over the last couple of months we’ve been hearing from residents that they can’t find their local PayPoint store. We can take payments over the phone, and we’ve recently launched a new app to…
Read MoreYou said, we’re doing: out of hours emergencies
As your landlord we are responsible for the maintenance of your home, and we aim to fix things as quickly as possible. When an emergency repair is needed we aim to attend and make things safe within four hours – whatever the time of day. We have two different repairs teams – one covering homes in and around Epsom and the…
Read MoreYou said, we’re doing: Community Investment and Social Value team
You said, we’re doing… We’ve been hearing from residents about the areas we can provide community support on. As a result, our Community Investment and Social Value team (who do what) have changed the types of projects they’re working on. You said: We heard from more than 100 residents about the types of community initiatives…
Read MoreYou said, we’re doing – Watersedge, Epsom
Thank you to everyone who took part in our resident conversations at Watersedge, in Epsom, between December 2025 and January 2026. Your feedback has helped us understand what matters most to residents in this area. You said… We’re doing…
Read MoreYou said we’re doing: Repair calls
When residents call our Customer Service team on 01892 501480 they can pick from four options: You said… Residents have told us that, when they call to report a repair, it’s not clear whether they should select option 1 or option 4. We’re doing… We’ve reviewed the options and can understand the confusion, and we’re sorry for any problems this may have caused you. …
Read MoreCommunity Noticeboard update – you said, we’re doing
Our Community Noticeboard is an app that details local events, support services and community groups. We recently asked residents how we could improve the app, and you shared your views through surveys and a focus group. Thank you to everyone who took part. Your feedback is already making a difference, with some changes going live this month. You said: We’re doing: We’re making the changes you…
Read MoreYou Said We’re Doing – Showfields drop-in sessions
In the early stages of our Showfields redevelopment we held a series of drop-in sessions at a local community café. These gave residents the chance to speak with colleagues from Town & Country Housing and our developer, Hill Group, about the works. Following requests from residents we’re pleased to say that we’re re-launching the sessions at the Number One Community Café. TCH and Hill Group teams will be at the café…
Read More