Recently, 265 customers completed a survey to tell us what would help them to feel safer in their home and how we can better communicate about safety.

They told us…

• the main reasons they do not feel safe in their homes are because of anti-social behaviour issues, security concerns with and outstanding repairs.
• they would like more updates from us about how to stay safe when living alone, what support is available for vulnerable customers, gas and electrical safety, and how we manage anti-social behaviour and building security.
• they think we can improve by communicating better with them when they report repairs and anti-social behavioural issues to us, taking action tenants who are causing problems, and fixing doors.
• they felt that they do not trust us to do what we say we will do, and this is a reason why they do not always read our updates.

The Thrive Deal is available on our website. It sets out our offer to you and what we ask in return. This includes our service standards such as what repairs we are responsible for, the action we take to tackle ASB issues and how we maintain the gas and electrical safety in your home.

We want to improve your experience, and we’re pleased to share we’ve been working on a few actions including:

• developing a ‘Good Neighbour Agreement’ with customers to anti-social behaviour issues.
• updating our website with a way to find wellbeing support near your area at thrivehomes.org.uk/wellbeing
• contacting those who have said we have not resolved an issue that is causing them to feel unsafe to understand
• working with our colleagues to ensure we do what we say we’ll do.
• keeping a close eye on repairs that may affect building security and working with contractors to make improvements to the service.
• planning to share some stories to explain how Thrive has different powers to the police and local authority, and what action we can take against tenants.

Thrive Customer Voice members will be the first hear about any changes we make, so be sure to be a member so you don’t miss out. Sign up at portal.thrivehomes.org.uk/get-involved

You may have noticed we have been asking customers to share information about their household with us. This is very important as it’s so much more than just data. It is about your safety and wellbeing and helping us to understand the needs of those living in your home so we can tailor our services if we need to.

If we know that someone in your home has a disability or needs that may put them in danger in the event of a fire, we can work with them to make a plan to help them get to safety and share it with the local fire and rescue service.

There’s other support we can arrange too:

In the words of one of our customers “By being open with Thrive about my needs, they have been able to get me support through one of their partner organisations. I'm really grateful for the help I've received"

Please share your information with us if you have not done so already. You can do this online at thrivehomes.org.uk/my-info or by calling us on 0800 917 6077.

Lastly, I want to wish you all the best for the upcoming special occasions, such as Diwali, Hanukkah, Christmas and New Year. I hope you enjoy them with your family and friends.

Please remember that we have safety advice for you on our website at thrivehomes.org.uk/homesafety and on our Facebook page. This includes tips on how to prevent fires, electrical and gas safety advice as well as what to do if there’s an emergency in your building. 

We have information to help you stay well on our website at thrivehomes.org.uk/wellbeing.

This includes mental health, family services, domestic abuse, and money support. There’s also tips on how to lower your energy use and save money on your bills.