Our Purpose and Plan consultation 2025

It’s important to us that our services are accessible and inclusive for all residents.

We’re committed to understanding individual needs and making reasonable adjustments so that everyone can live safely and comfortably in their home. Rather than taking a one-size-fits-all approach, we listen to our residents and shape our services around what matters most to you.

In September 2025, we asked for your feedback on our 2026 – 2031 Purpose and Plan (formerly Corporate Plan), which will outline our priorities for the next three years. We knew your input was important in shaping this plan and ensuring it accurately reflects the needs of our communities.

Thank you to the 506 residents who completed the consultation.

Here is an overview of what you told us:

Residents who gave their feedback, provided extensive comments across topics such as app usage, repairs, communication, and support needs. Overall, the your responses showed strong engagement, a clear appetite for digital services, with some issues around repairs and communication.

Theme	Summary
myHavebury	High demand for more features, reliability improvements, and digital communication options.
Repairs and contractors	Long time slots were not always appreciated, sometimes there was poor communication, especially around arrival times and resident’s asked for more flexibility around appointment times.
Communication	Desire for clearer, faster updates and a mix of communication methods are preferred.
Support services awareness	Many unaware of available help, but those who used it were very grateful.
Accessibility needs	Strong need for adjustments based on disability, mental health, school runs and work schedules.
Communities	Requests for better grounds maintenance or explanations on who is responsible for what, and proactive neighbourhood management.
Customer experience	Many positive experiences, but not all experiences were shared or consistent.

Here is some of the feedback:

“All the staff i’ve spoken to were very friendly and keen to help.”
“I appreciated the help during financial hardship, the Financial Inclusion team have helped me no end.”
“Repairs can be done very quickly, but for somethings I have had to wait longer than I thought.”
“I have noticed that some consideration has gone into when i’m not available for appointments, for example during school run times and that is really helpful.”
“There has been times where I have made an appointment, and had to take time off work and then the workman has never shown up or provided an explanation. That is frustrating.”

The team are working hard going through the feedback and we look forward to sharing our new Purpose and Plan with you in spring 2026.