Annual Report for Customers Feedback

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Thrive Tenant

Thrive Leaseholder or Shared Owner

Thrive Colleague

I have a general interest in Thrive

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We have some additional questions for customers. Do you have time to answer these whilst you're here?

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Thrive Homes is developing lots of new homes to meet the demand for affordable rents and shared equity. Would you like to know more about these developments, maybe see videos of them being produced and hear feedback from the people living in them? Do you think Thrive Homes is developing the right types of new homes?

99.8% of Thrive’s homes meet the Government's Decent Homes Standard, but the Government requires Thrive to exclude those homes where customers have declined to have the works done from this figure. Perhaps you are one of these customers, or you had the works done after initial reservations over say the upheaval or you just have something to say either way. What could Thrive Homes do to encourage customers to have the works done?

Thrive Homes currently captures customer experience through measuring customer satisfaction, and the findings are reported in tables, graphs and charts etc. Is this the best way to capture customer experience? Do you think it would be better to take a different approach maybe based on encouraging customers to provide their stories, photos and ideas that better reflect their views? What would make it easier to give feedback and for Thrive Homes to understand what the feedback is telling them?

The Housing Ombudsman has introduced a new Complaints Code and Thrive Homes is currently doing a self-assessment against the Code. Do you know how to make a complaint? Do you have confidence in Thrive’s complaints process? Is there anything you think Thrive Homes could do better or differently when handling complaints or encouraging feedback more generally?

Thrive Homes produces an annual Value for Money Statement to show they are making good use of their assets and resources and are efficient, economical and effective. Do you have enough information to take a view on the Value for Money of Thrive’s services? If you were in charge of Thrive Homes for a day, what changes would you introduce to improve the Value for Money of the services you receive?

Thrive Homes has been awarded the Planet Mark by the Eden Project for showing good practice in sustainability. Like all other housing associations, Thrive Homes is required to meet the Government’s net-zero carbon 2050 target to help beat Climate Change, and this presents a huge challenge. How well informed do you feel about what this could mean for your home and how your behaviours may need to change for Thrive Homes to achieve this target? What do you think should be done to make your home more energy efficient? How could customers be better informed and involved in meeting the ‘greening homes’ agenda?