At Brighter Places, we are committed to providing the best service to our customers.

So, with a changing world around us, we have taken an honest look at what we need to do to improve our services. We want to put customers at the centre of what we do, improve the quality of our homes and make sure we do our part to help the housing crisis by building new affordable homes.

The result is Brighter Places 2030, our five year plan, that sets out what we will do to improve our services and how we will know if we are doing well.

We want our customers to be really happy with us as a landlord so we will:

• make it easy for all customers to use and access services
• provide services that are designed with customer feedback and needs
• be more involved in our communities
• spend more money than ever before on improving our existing homes and building new ones so all our customers have a good quality home that is safe and secure
• take a zero tolerance approach to damp and mould
• set ourselves up for success by making sure we have the tools we need to deliver great services to our customers.

You can read the detail of our improvement journey and what we are committed to delivering over the next five years in the corporate strategy supporting strategies.

We are absolutely committed to improving our services and the quality of our home and have already taken some important steps.  After listening to customer feedback, we took the big decision to change our repairs partner and launched our new repairs service with Ian Williams in March 2025.

However we are realistic about where we are now and know there is a lot more to do over the next five years.

Looking ahead we will widen opportunities for customers to share their voice and feedback. The tenant engagement panel will oversee this and hold us to account to make sure we are really listening and learning from our customers.

We will let customers know how and when they can get involved in designing our services and provide regular updates on how we are doing in our newsletters, enews and our website.