A year of improvement and support for our customers
We're committed to providing safe homes, great services and support when you need it. That's why we're reminding customers about the help available and celebrating the improvements we've made together over the past year.
One of the most important ways customers can help us resolve issues quickly is by reporting them as soon as possible. Whether it's a repair, a problem in a communal area, anti-social behaviour, or a concern about your neighbourhood, the earlier we're told about it, the sooner we can take action. Customers can contact us easily through MyAccount, our online portal, where they can report and track repairs, check their rent account, update their details and manage their tenancy. Our Customer Service team is also available on 0800 3 282 282 for anyone who would prefer to speak to us directly.
Support When You Need It
We know many households continue to face financial pressures, which is why we offer a range of support services such as:
- Our Helping Hand service, customers can access support with budgeting, benefits and welfare advice, debt management and rent payment difficulties.
- Referring customers to Pocket Power, our trusted advice partner. The service helps people save money on household bills, including energy, water, broadband and mobile phone contracts.
- Partnering with Housing Perks, the UK's only 'Pay Rent Arrears As You Shop' app. The scheme allows customers to earn savings through everyday spending.
Celebrating a Year of Progress
In April, we celebrated the first anniversary joining The Hyde group and reflected on the positive changes we've made together. Over the past year, we've continued to invest in homes, services and neighbourhoods across Tower Hamlets, resulting in improvements across a number of our Tenant Satisfaction Measures (TSMs).
Since joining Hyde, customer satisfaction has improved in several key areas:
- Satisfaction with repairs has increased by 16%
- Satisfaction that we listen and act on feedback has increased by 21%
- Satisfaction with how we keep customers informed has increased by 13%
- The number of customers who feel we treat tenants fairly and with respect has increased by 26%
These improvements reflect our ongoing commitment to delivering better services and listening to what matters most to our customers.