How we choose improvements

How we choose improvements

At settle, we want to be the best landlord we can be. We’re committed to improving the services we offer and we will always listen to what we hear and act on it, to make sure we get things right.

We choose how to make improvements based on the feedback we hear, from things we can see work well and when we can see there are things we need to get better at. We also look at things like new technologies and how we can use them to deliver our work and services in better ways.

Everyone at settle is involved in making improvements and is supported to change things or put them right where there is something we can do better.

Please give us your feedback 

We encourage all residents to give us your feedback, and there are lots of ways to do this. 

This could be joining our resident engagement panel, taking part in surveys, giving us feedback through our Big Door Knock, making a complaint, or giving us a compliment. Find out more about the ways to give us feedback.  See Donna’s story for an example of how one resident complained and we listened.

We share the feedback we receive as appropriate across the organisation, with colleagues working at all levels. This includes regular reports to our Board who have oversight of our work.

Updates are also provided regularly to our Customer Assurance Panel which is chaired by our Chief Executive, and to our Complaints Panel, which is attended by settle residents. Both of these panels are in place to make sure we deliver improvements responding to the data, feedback, and complaints we receive.

If there is something you think we could do better or differently, please get in touch and we will do all we can to put it right as quickly as possible. 

How we collect feedback

You said we did

Customer Stories