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Welcome to your May newsletter from Thrive!

The new Consumer Standards and Housing Ombudsman complaints code are now in force, and we’ve been working on some changes to keep in line with these. You can see who is responsible for upholding these regulations at Thrive on our website.

Our complaints policy meets the Housing Ombudsman complaints code and we’ve set this out for you to view here. Every year we have to assess how we’re meeting the complaints handling code and share this with you. Our findings will be available to view on our website in June, and we’ll let you know once it’s available!

We’re always looking at what we’re doing well, and where we could improve. In the last year we received:


Last year you were most impressed with:

  • Our responsive repair engineers behaviour and attitude.
  • Our colleagues' behaviour. This included things like finding clear resolutions to problems and feeling like our colleagues listened to your problems.

“The engineer was really polite and kind. I’m really happy with the works, they did a fantastic job”.


Where you told us things went wrong, it’s clear we could improve:

  • Our repairs service by making sure you are updated about your repair appointments and have a clear understanding of when any follow-on works will be complete.
  • Property condition by doing what we say we will and keeping you updated on any works we are carrying out.

Customer satisfaction

  • 1% felt we treated them fairly and with respect
  • 6% said Thrive is easy to deal with
  • 6% said they feel they are provided with a safe home

You can take a look at the actions we’re taking to improve here.

  • Have your say

    We work with Thrive Customer Voice all year round to shape our services.

    Coming up, we’ll be asking members how we can improve the programme and how they are finding our activities. And it doesn’t stop there, we will also be asking members to:

    • Shape the future of our cleaning and grounds maintenance service
    • Tell us what you'd like to read about in our Annual Report for Tenants

    If you have fresh ideas, we want you involved! Become a member today.

  • Do our services meet your needs?

    By sharing information about you and your household, we can make sure our services are accessible and fair. You might notice that our gas engineers are now carrying out damp and mould checks on their visits. Our colleagues may also ask you to update your customer record when they speak with you.

    This helps us to make sure your home is in good working order and also that we have all the information we need to contact you and deliver our services effectively.

    Update your record here!

What do you think of this newsletter? If there’s something you want to hear about next time, please let us know!

Anne Bijum
Assistant Director Customer