Welcome to your latest Thrive Customer Voice newsletter!
As we step into 2026, we want to take a moment to say thank you for being part of Thrive Customer Voice. Your feedback and ideas have helped us shape better services for everyone, and that’s something worth celebrating!
In 2025, 328 members took part in activities, and 103 of you got involved more than once. From shaping our Annual Report for Tenants to helping us create a more customer friendly Aids and Adaptations policy and influencing our repairs service, your contributions are making a real impact to the services we provide.
So, what’s happened since our last update?
Back in August, we asked you what matters most when it comes to repairs in your home and building. Your feedback played a key role in guiding our decision, and we’re delighted to announce that PiLON has now been appointed as our new supporting contractor. They’ll be working with us to deliver repairs and get homes ready for reletting, as well as continuing to work with us on new kitchens, bathrooms and wet rooms, ensuring services reflect what’s most important to you.
Discover how your feedback shaped this decision
Save the date!
On 4th February, you’ll have the chance to meet PiLON in person. This is your chance to dive into our latest performance insights, bring the questions that matter most to you, and discover how your feedback can directly shape the way we work. Your voice doesn’t just count, it helps us drive real change.
Keep an eye on your inbox for details on how to join and get involved. Come along, get involved, and help us build a better service together
You told us you wanted simpler, clearer language, more real-life examples to show how decisions are made, and better guidance on how individual circumstances are considered.
We listened. Your insights have directly influenced the way we’ve updated the policy, and they’ve also helped us create a new set of questions and answers to make everything easier to understand. These will be available very soon.
Our customer consultation on the proposed merger with Watford Community Housing is well underway and closes on 1st February. Your voice genuinely matters, and we’re committed to hearing from as many customers as possible before any decisions are made.
Don’t miss your chance to influence what happens next. You can share your views by:
- Completing our online survey
- Calling our engagement consultants TPAS
- Emailing us directly
- Joining one of online or in person our drop-in sessions
Thank you to everyone who shared their thoughts on our Aids & Adaptations Policy. Your feedback has shaped the final version, which is now available on our website.
See how your feedback influenced the policy and read the updated version
Thanks to your feedback, we’re now creating additional resources to make the policy even easier to understand. This will include guidance on:
- Who is eligible for support
- What types of adaptations we can provide
- How we make and prioritise decisions
- What to do if your request isn’t approved
We’re also preparing clearer information about how to get an Occupational Therapy (OT) report and other helpful guidance.
We’re working on these resources now and will share them with you as soon as they’re available on our website.
In September, we published our Annual Complaints and Service Improvement Report, which you helped us to develop. We received compliments from the Housing Ombudsman who told us that the report was detailed and well presented. Thank you for your input!
We’re always looking to improve how we listen to you, and one option we’re considering is creating enhanced Thrive Customer Voice memberships. This would mean committing to things like online sessions or in-person meetings more regularly, so your feedback has even more impact.
Want to help shape decisions affecting social housing tenants across England? Apply to join the National Housing Federations Tenant Advisory Panel (TAP) by 30 January.
Welcoming residents from all backgrounds and experiences the opportunity to build skills, meet new people and make a real difference.
What’s on the horizon for Thrive Customer Voice?
We’ve got plenty of opportunities for you to get involved in 2026! Upcoming soon, you can:
- talk to us about our repairs service performance
- tell us what makes it hard to update your details and how we can make this easier
- share the best ways for us to communicate about safety in your home
- and stay tuned for updates on our next Open Door Day!
We’ll also be running more surveys with leaseholders to understand how you feel about our services. While this isn’t a requirement, your feedback is invaluable to help us improve and understand what’s working well.
Become a block rep!
Passionate about improving services in your building? Join us as a block representative!
You’ll monitor cleaning and grounds maintenance, report issues in communal areas, and join estate walks and quarterly inspections, making a real difference where you live.
From all of us at Thrive, we want to wish you a Happy New Year. As we welcome 2026, we’re excited to continue working with you to shape the services that matter most. Thank you for being part of Thrive Customer Voice, we couldn’t do it without you!
Compensation Policy – You Said, We Did!
Thank you for reviewing our new compensation policy. We really appreciate your feedback, and we want to share how we’re using it to make real improvements.
50 of you got involved, and:
- 68% of you found it was clear in explaining what types of compensation may be offered when things go wrong.
- 74% felt confident that your individual needs and circumstances are considered.
- 66% felt assured that the right type of compensation would be considered if something goes wrong.
- 90% agreed the policy title clearly reflects what it’s about.
- 66% found the policy easy or very easy to understand.
- 62% rated the tone and language as clear and customer-friendly.
You suggested:
- Simpler, plainer language
- More examples and clearer explanations
- Better information about how decisions are made and how long things will take
- Clearer guidance on how your personal situation is considered
We are:
- Simplifying the language in the policy to make it easier to read and understand.
- Creating Frequently Asked Questions so you can easily find the answers you need without reading the full policy. This includes:
- Explaining how we make decisions, timeframes, and the complaints process.
- Making it clearer how your personal circumstances are taken into account.
- Getting back to customers who have queried their own compensation offers or raised any concerns, to make sure everyone receives a clear response.
We’re making these changes and will be sharing the final policy along with your feedback to our Customer Committee. The full policy will be published in February. Until then we have updated our Schedule of Compensation with the new compensation amounts.
Thank you again for your feedback and for helping us make our compensation process clearer and fairer for everyone!
Help us shape the future of customer involvement
We’re always looking to improve how we listen to you, and one option we’re considering is creating enhanced Thrive Customer Voice memberships. This would mean committing to things like online sessions or in-person meetings more regularly, so your feedback has even more impact.