You Said, We Did

July 2025 Update

How your feedback is making a difference in Guildford Borough Council Housing Services:

Repairs & Maintenance 

You said:
Repairs need to be faster and better communicated.

We did:

• Completed over 16,000 responsive repairs in 2024-5
• Reached 98.8% on-time emergency repairs and 80.1% for non-emergencies.
• Introduced quicker action on damp and mould with a dedicated team.
• Reduced average inspection time to 4.8 days (target: 10).
• Began reviewing the voids process to re-let homes faster and to a higher standard.

Communication & Engagement

You said:
We don't feel informed or listened to.

We did:

• Co-designed a new Tenant & Leaseholder Engagement Strategy with the Tenants' Engagement Group (TEG).
• Introduced more inclusive and accessible ways to get involved - including surveys, estate inspections, and co-design workshops.
• Improved communication through service updates, clearer reporting, and early officer contact on complaints.

Complaints Handling

You said:
Complaints take too long and often go unresolved unless chased.

We did:

• Contact within 48 hours for all complaints.
• Senior managers now review unresolved complaints every two weeks.
• Complaint timeliness improved from 15% in 2024 t[CS1] o 93% by April 2025
• Appointed a dedicated Complaints Lead.
• Launched new procedures for damp/mould and vulnerable tenants.

Building & Fire Safety

You said:
Some homes don't feel safe - especially when communal doors are broken.

We did:

• Increased electrical safety compliance from 42% to 83.8%.
• Achieved 100% compliance for gas safety, fire risk assessments, asbestos, water safety, and lift checks.
• Strengthened follow-up processes when access is needed.
• Improved fire safety communication and visits.

Damp & Mould

You said:
We reported damp and mould, but no one came.

We did:

• Managed 526 cases with 98.5% inspected within 10 working days.
• Created a specialist team to handle all damp/mould reports.
• Introduced a new case tracking system to ensure follow-up.
• Reduced average inspection time to under 5 days.

Estate Services & Neighbourhoods

You said:
Communal areas aren't clean or maintained properly.

We did:

• Invested £50,000 in estate improvements based on resident suggestions.
• Carried out regular estate inspections and walkabouts.
• Fast-tracked small local projects and involved TEG in larger ones.
• Introduced tenancy check-in visits to support residents and pick up repairs.

Anti-Social Behaviour (ASB)

You said:
We don't feel confident reporting ASB.

We did:

• Committed to 48-hour contact for all ASB reports.
• Introduced individual risk assessments and outcome plans.
• Reviewed ASB policy and strengthened links with police and community safety teams.

Empty Homes

You said:
It's wrong that so many council homes are empty.

We did:

• Appointed a Voids Improvement Lead.
• Re-let 72 homes in 3 months.
• Tackled homes empty since 2020 and launched new repair contracts.
• Prioritised bringing long-term voids back into use.

What's Next?

We're continuing to act on your feedback by:

• Improving repairs tracking and updates
• Launching quarterly complaints surveys
• Reviewing estate services
• Giving tenants a stronger voice in decisions

Want to get involved?

Email: tenants.group@guildford.gov.uk
Phone: 01483 505050