You Said, We Did
At Mid Devon Housing, we believe tenants should have a genuine say in the services they receive. We regularly ask for feedback on policies, strategies, estate improvements and service delivery, and we use what tenants tell us to make positive changes.
There are lots of ways tenants can get involved. We promote consultations through our website, social media, newsletters, Community Cuppas and other engagement activities. Where consultation is required by law, information is also sent directly to tenants to ensure everyone has the opportunity to have their say.
We don't just listen through surveys. Since 2023 we've acted on feedback received through complaints, consultations, focus groups, Tenant Satisfaction Measures, direct contact and tenant panels, delivering over 70 service improvements.
Since 2023, tenant feedback has led to:
- More than 70 actions taken as a result of tenant feedback
- Over 30 improvements driven by complaints
- Over 20 consultation exercises helping shape services
- Hundreds of tenants involved in consultations, surveys and focus groups
- Service improvements delivered across communication, repairs, anti-social behaviour, estates, tenants engagement and policy development.
Every suggestion, complaint, compliment and piece of feedback helps us understand what matters most to tenants and where we can improve. Click each year below to find out how feedback made a different and helped shape our service.
| Feedback Summary | Source | Service Area | Action Taken |
| Feedback received that tenants were not informed when of new Neighbourhood Officer when the patch changes occurred, she feels vulnerable and needs to be aware of changes. | Direct tenant contact | Estates | Advised that the MDDC website was updated and the information is on social media but agreed a letter would have been welcomed. Feedback has been taken on board for the next patch change |
| TSM for handling anti-social behaviour (ASB) showed 50% not satisfied | Tenant Satisfaction Measures | Anti-social behaviour | Following TSM results, a ASB Scrutiny workshop was organised by Tenant Involvement for the 13th May, although no tenants attended. Alongside that an ASB online survey was published, to obtain feedback from residents. Survey returned 337 responses, which will now feed into the development of the new ASB Policy and procedures. 79 respondents wish to be involved/consulted and they will be contacted once the development starts in summer 2026 |
| Tenant had learning difficulties and required a tailored recharge warning letter | Direct tenant contact | Communication | Recharge letter was re-written to simplify the reason for the recharge to avoid tenant feeling overwhelmed or confused |
| A former tenant reported the length of time to receive a recharge for their former tenancy, | Direct tenant contact | Recharges | Discussions have taken place about the length of time it was taking to raise an invoice for void rechargeable repairs (void completion timescale), a suggestion was made to include an estimate letter in the void recharge process, with the intention of notifying the former tenant or Next of Kin/ Executor of an impending debt for void repairs, along with the Income Officer. New workflow has been created, running alongside the current rechargeable repair process on Orchard Housing, generating an estimate letter that would be sent in the early stages of a void. |
| Feedback received from the tenants talk brunch event that it felt like 'them and us' | Direct tenant contact | Tenant Engagement | At the TSM focus group, staff took off their lanyards, majority did not wear uniform, and sat with tenants rather than sitting together at the front, this was well received |
| Feedback received regarding Equality Impact Assessments and how they could be improved | Direct tenant contact | Policy | Meeting held with tenant who made the suggestion. Works being organised to look at training for Officers completing Equality Impact Assessments |
| Neighbourhood Officer received feedback regarding the time restrictions on the trade button at a block of flats | Consultation | Estates | 2 responses, but 50/50 split. Further work ongoing to engage with those that did not respond. |
| Tenant complained of dogs fowling on communal grass | Direct tenant contact | Estates | Work in progress to put up fowling signage in the area |
| Bike storage was suggested at a block of flats in Tiverton due to bikes in hallways causing a fire hazard | Consultation | Estates | 6 responses, all agreed. Bike storage is being secured. |
| Consulting on proposed Vulnerable Residents & Reasonable Adjustments Policy | Consultation | Policy | 18 responses received with 77.8% supporting the policy, 16.7% unsure and 5.6% providing an alternative response. Changes made to policy from feedback including points on domestic violence, complaints and reviewing vulnerabilities. |
| Consulting on proposed Aids & Adaptations Policy | Consultation | Policy | 16 responses received, 12 supported the policy, 1 did not support it, and 3 did not provide a clear response. Changes made to the policy: wording added to clarify eligibility and no min or max age requirements. |
| TSM focus group following 25-26 survey data | Focus Group | Tenant Engagement | 12 tenants met with Officers to discuss feedback, tenants chose their top 5 priorities with work now in progress to develop the action plan |
| Lesson learned to ensure that reasonable adjustments are adhered too | Complaint | Repairs | Reminded repairs staff to check Orchard for any reasonable adjustments under Orchard UDC when raising repairs jobs to enable any access requirements are passed onto the operative when visiting property. |
| Tenant requested better communications between MDH and tenants. | Complaint | Communication | The Complaints Team has raised awareness with colleagues as part of lessons learnt to ensure that we ensure that updates/delays are provided to tenant's. This will prevent the tenant having to chase for updates. |
| Better response to call backs | Complaint | Communication | Complaints Team have raised with relevant teams the importance of responding to call back requests in a timely manner. |
| Request asking for better communication between repairs staff and operatives. | Complaint | Communication | We will remind our teams the importance of good communications ensuring our tenants are kept up to date with progress of their repair. In addition, we will also remind them of following up works in a reasonable timeframe to avoid any unnecessary delays. |
| Tenant requested that MDH do not misinform of information regarding whose responsibility is to treat fleas at the property. | Complaint | Repairs | In response to the lessons learnt from this complaint, the Technical Support & Repairs team have been reminded of tenant responsibility regarding treating fleas. |
| Tenant requested written confirmation of compensation to be offered. | Complaint | Repairs | As part of lessons learnt from a complaint, the Technical Support and Repairs officers were reminded that compensation can be raised for missed appointments without the need to go down the complaints route. |
| Tenant reported repairs operative did not leave a tenant's home in a clean and tidy condition following plastering works. Tenant requested that the area was cleaned up. | Complaint | Repairs | Investigations into the complaint highlighted there had been a service failure, therefore, we made arrangements for our contractor, Cobwebs to clean the stain on the carpet. |
| A tenant reported difficulties faced when reporting ASB via diary sheets | Complaint | ASB | As a result of investigations into the complaint, the Complaints Officer asked the relevant Neighbourhood Officer to reach out to the tenant so that their anti-social behaviour could be recorded by making a reasonable adjustment. |
| Complaints have been received in which tenants do not feel that their anti-social behaviour concerns are being addressed or listened to | Complaint | ASB | It was suggested to the team that manages anti-social behaviour to change their initial approach to how they accept a case to be considered as anti-social behaviour. |
| Feedback Summary | Source | Service Area | Action Taken |
| Tenancy Agreement drop-in sessions and online consultation | Consultation | Policy | 214 responses received. Many responses related to specific issues with properties or needed points clarifying. However, points were addressed in the Tenancy Agreement where possible. Lessons also learned from multiple feedback from consultation pack which tenants found confusing, guidance to be created for next time the agreement needs to be updated with steps such as adding 'draft' over tenancy agreement copy sent to tenants for comments, ensuring staff are better equipped to answer questions etc. |
| Consulting on the proposed planting of wildflowers against communal wall as suggested by a tenant to stop ASB | Consultation | Estates | 14 said yes, 1 no. Overall feedback was very positive. Wildflowers have been planted. Hedgehog home and bee drinkers to be added shortly. |
| Consulting on proposed Mobility Scooters in Flats Policy | Consultation | Policy | 1 comment received however this was more of a clarification due to the tenant fearing this meant they could no longer have a mobility scooter. It was explained to the respondent that this was not the case |
| Consulting on proposed Knowledge & Information Strategy | Consultation | Policy | 1 positive comment received supporting the Strategy. Strategy has now been approved |
| Consulting on suggestions for improvements to grassed area at Culm Haven | Consultation | Estates | Tenants suggested wildflower planting. MDH have been working with the local primary school to plant seeds and paint bird boxes which are being installed. |
| Tenant requested bike storage in the communal area, consultation to take place to understand if majority of tenants in the block agree | Consultation | Estates | 7 responses, 6 said yes, 1 said no. Overall feedback positive, awaiting purchase of storage |
| Feedback from newsletter proof reading, included clarification on articles and suggestions for improvements | Direct tenant contact | Tenant Engagement | Feedback taken on board and newsletter changed |
| Tenant faced issue with finding the attached newsletter in the email. | Direct tenant contact | Tenant Engagement | Wording changed on email template due to the confusion caused. Email worded in a way that meant the newsletter was attached however it's just sent with an online link |
| Focus group held on to gather feedback on changes to tenant handbook. Copies were given to tenants at the focus group who wrote on the leaflets with their feedback. | Focus group | Tenant Engagement | All changes were implemented. Tenant handbook is still to be published |
| To improve how MDH staff respond to communications |
Complaint | Communication | A user guide has been implemented for staff |
| To improve internal staff communications and communications with our residents | Complaint | Communication | Relevant staff were briefed on responsibilities where a query overlaps ensuring that the right person provided the resident with an update |
| To ensure that tenants are provided with easily accessible information about complaint handling | Complaint | Complaints | A two page summary was provided to tenants to accompany MDH’s Annual Complaints Handling Report that was presented to the Homes Policy Development Group in June 2025 |
| To improve evidence gathering when investigating complaints relating to repairs response times | Complaint | Repairs | A repairs matrix has been implemented to support complaint investigations |
| To improve written communications to residents of blocks of flats in regards to access for planned works | Complaint | Communication | We reviewed our communications so that they provided clearer information, that when carrying out works, we may need to access a resident’s garden as well as communal areas when carrying out planned works |
| To ensure that the correct MDH policy is being referred to in formal documentation relating to items left in communal areas | Complaint | Policy | Standard document has been amended to reflect correct MDH Policy |
| To ensure that tenants are kept informed whether or not a case comes under the remit of Awaab’s Law | Complaint | Repairs | MDH has a process in place so that tenants are kept informed of decisions. MDH have streamline processes relating to Awaab’s Law |
| To ensure that tenant’s are kept informed in a timely manner about any outstanding repairs/improvements relating to damp and mould | Complaint | Repairs | MDH now have a stronger process in place to document and take action following the introduction of Awaab’s Law |
| Feedback received throughout the Tenant Satisfaction Measures show consistent issues with communication | Tenant Satisfaction Measures | Communication | Focus group is being organised for 2026-2027 to discuss communication and how we can improve |
| Feedback received throughout the Tenant Satisfaction Measures show consistent issues with repairs/damp and mould | Tenant Satisfaction Measures | Repairs | Focus group is being organised for 2026-2027 to discuss repairs and damp and mould, and how we can improve |
| A high level of complaints was received regarding our heating contractor | Complaint | Planned Maintenance | New contract has been procured with a new supplier from 2026/2027. Heating related complaints will be monitored |
| Feedback Summary | Source | Service Area | Action Taken |
| Survey completed to find out what times people would most prefer appointments to be offered, so see if it would be worth offering extended evening or Friday afternoon appointments | Survey | Repairs | No action needed but - overwhelming requests for morning appointments, leading us to stick with what we were doing already |
| Tenant feedback on the positive input ventilation install programme | Direct tenant contact | Repairs | Prompted increased funding in this area from positive feedback |
| Negative feedback from tenants about our old 'red box' mould kit, combined with apparent low use levels | Direct tenant contact | Repairs | Overhaul of damp and mould kits, kits have been redesigned with MDH branded bags |
| Taking on board tenant feedback about the tone of some of our letters (mainly about formality) | Direct tenant contact | Communication | We have tweaked many letters and continue to do so. In some cases, it has been minor changes to wording, but in others we have adopted a ‘nudge’ style approach to create a warmer and friendlier tone whilst still getting the message across. |
| Feedback that some tenants don’t like receiving survey calls in the evening | Direct tenant contact | Communication | We have asked our repairs survey provider to limit calls to working hours, whilst still providing voice and text options for working tenants to respond in the evenings. Contractor for TSMs has been asked to stop phone calls at 6pm |
| Positive feedback and regular use of the mini-hygrometers | Direct tenant contact | Repairs | We have continued the use of mini hygrometers and also looked at alternative models with added-value – being rolled out to some homes |
| To amend internal staff procedures in relation to succession rights. To clarify succession rights and under occupation within our Tenancy Management Policy |
Complaint | Policy | MDH’s Procedures and Tenancy Management Policy have been updated. |
| To review the information we include within our complaint responses |
Complaint | Complaints | Where applicable, we now try and provide a timeline of events within our complaint responses so that the resident has sight of any historical information that may be relevant to their complaint |
| To promote tenants to report any vulnerabilities so that we can tailor our services to meet their needs, to have a greater understanding on how their vulnerabilities impacts them and to allow us to make any reasonable adjustments | Complaint | Communication | MDH will promote raising awareness through their social medial platform, newsletters and on the back of rent statements |
| To improve letter templates, procedures and update MDH’s Improvements to Council Properties Policy |
Complaint | Policy | MDH set up a working group to look at procedures, letter templates and our policy relating to permission requests |
| To improve how we prioritise security related repairs, ensuring our records are kept up to date. |
Complaint | Repairs | We will ensure that all security related repairs are prioritised and that records are accurately maintained for all reported issues |
| To improve how we communicate with our tenants in regards to scheduling specialised repair works | Complaint | Repairs | We will ensure that when specialised work is required, these works are scheduled promptly and the tenant is communicated with promptly to avoid delays |
| To refresh our repairs operatives knowledge on how to quickly check our housing systems to check the asbestos database |
Complaint | Repairs | Relevant staff have been given training on how to access asbestos information |
| To improve communications between staff and representatives of a deceased tenant |
Complaint | Communication | MDH’s Public Trustee processes have been updated |
| To improve how a resident can contact us. | Complaint | Communication | MDH letter and email templates have been updated with easy information on how to contact us |
| Comment received that rural tenants feel forgotten about and as if they don't matter | Tenant Satisfaction Measures | Tenant Engagement | Rural roadshow took place in October 2024 to help better engage with those not in the main 3 towns. These will take place yearly going forward. Neighbourhood Walkabouts are also better advertised to ensure all know when their Neighbourhood Officer will be in the area |
| Request to reinstate the Crediton community group | Tenant Satisfaction Measures | Tenant Engagement | Reinstated the Crediton Community Cuppas once a month. This is now our most well attended coffee morning |
| Comment received regarding wildlife friendly gardens and giving tenants the opportunity to get more involved | Tenant Satisfaction Measures | Tenant Engagement | Environmental improvement budget is better advertised and environmentally friendly areas are increasing. i.e Willand conservation area run by a local tenant. |
| Comment received regarding starting a garden competition | Tenant Satisfaction Measures | Tenant Engagement | Garden competition implemented and has run successfully on 3 occasions now, with no plans to stop. |
| Low complaints score on TSMs | Tenant Satisfaction Measures | Complaints | Recruitment of an additional Complaints Officer to help with workload which should also raise satisfaction |
| Overall satisfaction with repairs is low also a comment theme on comments received in TSMs | Tenant Satisfaction Measures | Repairs | Repairs satisfaction surveys are now live using an external contractor which will allow us to look deeper into the reasons why satisfaction is low in this area and where we can improve |
| Comment received 'try to listen to tenants more' | Tenant Satisfaction Measures | Communication | Menu of engagement improved through more means of communication channels. I.e more in person events, introduced Let's Talk Mid Devon, more active on social media, more surveys, more newsletters. |
| Some tenants asked for trade button to be removed from main front door. Tenants were consulted with and majority asked to keep the button due to needing this for deliveries. | Consultation | Estates | No action needed, trade button was kept after feedback received. |
| Tenants asked for better lighting in their communal walkway. | Consultation | Estates | Four motion sensor solar lights were installed. |
| Feedback Summary | Source | Service Area | Action Taken |
| Feedback received regarding frequency of newsletters | Tenant Satisfaction Measures | Tenant Engagement | Newsletter frequency increased from twice a year to quarterly |
| Feedback received 'bits for children at Easter/Christmas & school holidays' | Tenant Satisfaction Measures | Tenant Engagement | Colouring sheets delivered to leisure centres for children over Easter, completed sheets sent to MDH and shared on Facebook. Take up was limited |
| Tenant Satisfaction Measure comments raised concerns regarding the cleanliness of communal areas. | Tenant Satisfaction Measures | Estates | A new contractor was procured, Cobwebs to clean blocks of flats on a monthly basis |
| Informal focus group regarding flexible tenancies in Tiverton, Crediton, Cullompton, Hemyock and Lapford. These were offered as drop in sessions for tenants who could pop by and have their say. Those that attended these events also took part in the same poll that was published online and so all responses to this poll have been combined. | Consultation | Policy | Overall feedback was that flexible tenancies cause unnecessary stress and anxiety. Flexible tenancies are no longer issued. |
| To improve the standard of information provided in permission letters to tenants | Complaint | Communication | Permission procedure and letters have been updated |
| To improve communications following the death of a tenant | Complaint | Communication | The ownership of this task has been passed to another team to deal with who have more capacity to deal with such matters |
| To improve complaint letter templates and triaging of complaints | Complaint | Complaints | New letter templates introduced |
| To provide all information that is required following a death of a tenant including a copy of the Will | Complaint | Communication | MDH webpages have been updated with information on what information is required following death of a tenant |
| To publicise information about Tenancy Home Checks and Tenancy Fraud | Complaint | Estates | MDH social media pages were updated with information MDH Tenancy Inspection Policy reviewed and published |
| To improve information on MDH webpages in regards to accessible properties and local connections | Complaint | Communication | MDH web pages were updated |
| To improve the data collected in regards to complaint handling | Complaint | Complaints | Internal reporting mechanisms have been implemented on complaint handling data |
| To improve the information we collate during neighbourhood walkabouts | Complaint | Estates | MDH Introduced a simple neighbourhood walkabout sheet which highlights any issues on our estates and any follow up action taken |
| To ensure that tenants are provided with adequate information about the type of tenancy they hold | Complaint | Allocations | Information is now provided at sign up |
| To return call back requests in a timely manner to avoid delays | Complaint | Communication | Our Housing Apprentice is supporting one of our housing teams to respond to call back requests |
| Watery Lane consultation - Concern was raised regarding the 1 bed 2 person units and their orientation and the rear projection onto the site frontage | Development Consultation | Developments | We reversed the position of the two 1 bed 2 person units, with the units now having their principle frontage to the street, in accordance with the surrounding context. |
| Watery Lane consultation - Concerns over access through the garden area at the back as a through access. This access was originally closed by Mid Devon due to vandalism and antisocial behaviour affecting the bungalow residents | Development Consultation | Developments | Zedpods acknowledged the access point as a potential issue and have decided to remove this access, in line with the current condition. |
| Watery Lane consultation - Concerns around the bin store in the rendering should be lockable so that antisocial behaviour will not occur (Vandalism , arson , drug taking etc). The positioning of the bin store may negatively impact the accessibility of access to their garage. | Development Consultation | Developments | We have since removed the collective refuse and cycle stores, these are now specific to the houses in the front gardens. |
| Watery Lane consultation - the rear (Garden) area should be fenced in to stop anti-social behaviour happening there. That the communal area at the rear would be code lock/ key lock controlled so that it did not become a 'Dog Loo' for non-residents of the new development | Development Consultation | Developments | The rear garden has been made private and secure |
To view all of our complaint learning, visit this page: Lessons learned from complaints - MIDDEVON.GOV.UK