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We value your feedback and involvement. We believe in listening to and acting on customer feedback to improve our services. It's really important to us that we report back to you any learnings and changes in response to the feedback we've recieved.
In the 2023/24 Tenant Satisfaction Measures Survey you told us we should improve our approach to complaint handling.
Our new Complaints Policy was introduced in April 2024. The complaints process is now simply 2 stages! We will fully investigate every complaint and keep you informed along the way.
You can find out more about the complaints process and how to submit a complaint here.
You can view our complaints performance during the first quarter of 2024/2025 here. 
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Our tenants told us in the 2023/24 Tenant Satisfaction Measures Survey that we could improve our Anti-Social Behaviour (ASB) approach.
We supported Fareham Borough Council's Community Safety Team with the new Anti-Social Behaviour Policy which was adopted at an Executive meeting on 3 September 2024.
The Draft Policy went out for public consultation between July and August 2024. The feedback from residents and the changes made to the policy document before it was adopted can be viewed here.
The new adopted policy sets out the Council's view of what ASB is, what our service standards and processes are and what we want our services to achieve for victims and witnesses of anti-social behaviour.
You can view the policy and further information here.
There is an issue with the cleaning in Communal Areas from our contractors.
Introduced posters in the noticeboards of the Communal Blocks with the weekly cleaning schedule and QR codes to report cleaning issues 
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The new Mutual Exchange of Council Homes Policy and FAQs was reviewed at an Executive Meeting on 7 October 2024. Under the Housing Act 1985, eligible tenants of social housing have the right to exchange their home with another eligible tenant. This policy provides information regarding the process and the supporting legislation for tenants interested in exchanging their homes.
During public consultation of the new Mutual Exchange of Council Homes Policy and FAQs, you said that the Homeswapper website could be improved.
Whilst we have no control over the Homeswapper website, we have purchased additional functionality that enhances the ways customers can interact. This includes viewing the progress of a move in real time and having direct interaction with Fareham Housing using the online upload and message facility.
You can find guidance and further information on Mutual Exchanges and HomeSwapper here.
The Draft Repairs and Maintenance Policy and 'easy-read version' was presented at the Executive meeting in December. This policy consolidates existing processes and procedures, following the requirements of all the relevant legislation and statutory guidance. Its aim is to enable and ensure the maintenance of good quality accommodation which meets the needs of our tenants.
In a workshop you said: The FAQs could be renamed to be more approachable.
You can view what respondents said during the public consultation here.
We renamed the FAQs to an 'easy-read version' and will use this approach consistently with all future Policies.
We have been working to update our policies, this work has been done to ensure that as a landlord we have consistency in our decisions, so tenants know what to expect and to ensure this information is easily accessible. You can find and read all of our policies online here.
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