We’re THCH Powered by Hyde, a local landlord connected to Tower Hamlets and its people.
We listen to our customers to help us understand where we can be better. That’s why we’ve joined the Hyde Group – to improve our services, invest more in homes, strengthen community connections, and deliver real change.
Still rooted in the community, but now with the resources to do more and be more. We’re local at heart, but stronger together.
We’re here to make long-term, meaningful improvements - starting now. We will deliver safe and decent homes, great services, stronger communities, and a real voice for customers.
We’re already working behind the scenes to make a real impact. Some of the key improvements will include:
Customers were an important part of shaping this partnership. We reached out through emails, text messages, letters, leaflets, videos, and face-to-face engagement to hear your thoughts.
249 customers (8%) from 95 residential blocks (50%) shared their feedback, and 68% responded positively or neutrally about the partnership, recognising it as a chance to enhance services and invest in their local community. Most importantly, the feedback highlighted the need to rebuild trust and deliver visible, positive changes through this partnership.
To better understand your needs and aspirations, Hyde's leadership team will be out in the community throughout April, visiting neighbourhoods and knocking on doors to speak with customers directly. These visits are an opportunity to share what matters most to you and discuss the improvements you want to see.
We’ve put together some FAQs, based on your feedback so far:
THCH Powered by Hyde means that the partnership will keep what’s good about THCH and its connection with the community but benefit from the resources available through a bigger housing association.
Hyde was chosen because it works closely with the communities it serves through a local neighbourhood’s approach. This means that communities have a dedicated Neighbourhood Officer and supporting team that really know the area and the community and are visible and accessible to residents. Most homes that Hyde provides are in a relatively small number of places, many of which are in London, like Islington, Lewisham, and Lambeth.
Through easy-to-use digital services, and other contact routes when residents have more complicated issues to get help with, THCH residents will also benefit from a more responsive repairs service that is run ‘in-house’, with a dedicated local team in Tower Hamlets.
THCH has joined the Hyde Group as a subsidiary, meaning your landlord has not changed.
No, your existing tenancy or lease will not change as a result of the partnership.
Hyde is dedicated to gathering feedback from customers to keep improving its services. You can review their satisfaction measures here.
An in-house repairs team provides a more efficient, responsive, and accountable service. Hyde introduced its own repairs team in 2022, which has led to quicker repair times and improved quality of the work by removing the reliance on external contractors.
Introducing an in-house repairs team for THCH will enhance our services by enabling faster response times, offering greater flexibility with appointment scheduling, achieving long-term cost savings through better budget management, and ensuring improved communication and direct accountability from THCH.
All THCH residents were given the opportunity to share their views on the ‘THCH Powered by Hyde’ partnership proposal through a formal consultation. The survey was widely promoted via multiple channels, including emails, text messages, e-newsletters, letters, web pages, pop-ups, noticeboards, leaflets, a video featuring THCH residents and the CEO, as well as direct face-to-face engagement through door-knocking.
A total of 249 residents (8%) from 95 residential blocks (50%) participated in the consultation. Of those who responded, 41% had neutral views, 27% were positive, and 32% were negative. Residents also provided additional insights through optional free text feedback, with general themes indicating that many see the partnership as a chance to improve services and strengthen THCH's presence in the community. Above all, the feedback highlighted the need to rebuild trust with residents and deliver tangible changes through the partnership.
The results were reviewed by THCH’s Resident Voice Panel before being presented to the Board for the final decision.
Andy Hulme, CEO of the Hyde Group, will also take on the role of CEO for THCH. Want to get to know him better? Check out this recent interview with the Housing Collective, where he shares his goals and leadership style.