You Said, We Did
July 2026 Update
Repairs and Maintenance
You said:
Repairs need to be quicker and improve delays.
We did:
- reached 96% of emergency repairs on time in June 2026.
- increased satisfaction with the repairs service from 63% to 68% in our Tenant Satisfaction Measures for 2025/26.
- since April 2026, the average time to complete a responsive repair (non-urgent) was 18 days, down from the average 23 days for 2024/25.
- increasing personnel with both our own repair operatives and the contractor to reduce backlogs and improve overall performance.
Communication and Engagement
You said:
You want to see your views and feedback acted upon.
We did:
- delivered our annual Keeping in Touch Days to directly speak with residents and hear your feedback in 5 local areas within the borough.
- held 5 resident-led scrutiny sessions to review the complaints handling process.
- the Tenants' Engagement Group received monthly key performance updates so they could track our progress and ask questions about our performance
Planned Works
You said:
Our homes could do with upgrading
We did:
- we replaced 1,398 fire doors during 2025/26
- we began our new kitchen and bathroom programme.
- procured Roof, doors and windows contract
- 1,700 homes received a stock condition survey, with the remaining 3,250 homes being visited over the next two years.
- increased electrical safety compliance from 83.8% to 93.8%
Damp and Mould
You said:
You want reassurance that damp and mould reports are taken seriously and acted on promptly.
We did:
- 1,466 damp and mould cases reported and managed during the last financial year, with 99.1% inspected within 10 working days.
- the average time taken to inspect a case is 7.1 days, well below our 10-day target.
- published a step-by-step guide of the Damp and Mould process on our website.
Estate Services and Neighbourhoods
You said:
We would like to have staff available to speak to face-to-face. Neighbourhoods feel unkept and overgrown.
We did:
- we are in the process of procuring a new cleaning contract for communal areas.
- conducted 1,279 tenancy visits to understand household composition and pick up repairs.
- as of July, we organised 32 estate walkabouts to speak to residents about their neighbourhood and identify areas of action.
Empty Homes
You said:
There are empty properties which could be providing homes for families who need them.
We did:
- larger family-sized properties are being prioritised where possible to maximise the availability of much-needed accommodation.
- re-let 90 homes in between February and June 2026
Tenant sustainment
You said:
The cost of living continues to impact your financial wellbeing.
We did:
- introduced the Hardship Fund to support tenants due to lack of funding for essential costs such as clearances and flooring where there are cases of hoarding or following a fire or flood.
- our Welfare Benefits and Money Advisor and Tenancy Sustainment Officer helped 129 residents between April 2025 and March 2026. The team secured over £179,000 in financial support for residents.
February 2026 Update
Ensuring responsive repairs
You said:
- that you are experiencing delays with your repairs
We did:
- created a recovery plan and mobilised a new contractor to improve response times
- introduced text message updates to keep you informed about your repairs
Improving our voids standard
You said:
- to focus on what had the most impact on wellbeing and comfort
- you would like to understand the standard we are working to when moving into a property
We did:
- developed a comprehensive Voids Standard with residents, including a checklist that our contractors and inspectors work to
- improved guidance on decoration, including paint vouchers and consideration of flooring needs
Decent homes for the future
You said:
- you wanted your home to be more energy efficient, helping reduce utility costs
- to renew your home's kitchens and bathrooms
We did:
- allocated more planned investment into making your homes more energy efficient
- completed our first wave of stock condition surveys to understand renewal priorities, with the second and third waves being completed during 2026
Enhancing the resident's voice
You said:
- you wanted to have a stronger voice in decisions
- to improve ways to communicate with us
We did:
- developed and initiated the resident‑led scrutiny panel to investigate and hold the Council to account for its recommendations
- created new guidance for residents on how to form Tenant and Resident Associations, offering a new way to communicate collectively with us
Adapting our strategies to your needs
You said:
- to build more homes and maintain existing stock
- to make housing more affordable and fairer
- to engage communities and support responsible tenants
- to improve property management and accountability
We did:
- shaped our Tenancy Strategy to reflect your feedback, particularly around affordability and security of tenure
Learning from you experiences
You said:
- receiving appointment letters for the stock condition survey can be distressing for those with mental health challenges
We did:
- changed the way we issue our letters and worked with our Estates Management team and the Tenancy Sustainment Officer to arrange appropriate support for the tenant and to arrange access
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