When you give us feedback, we listen.

Whether this is through a compliment, complaint or through our wide range of involvement and engagement platforms.

Take a look at all the things You Said about our services and how we responded, by clicking on each of the tabs below. 

You can find out about all the ways you can get involved on our involvement page. 

Get involved

And what you tell us does make a difference. Below you can see all the things you, our tenants, have helped us improve and change recently!

Repairs and Maintenance

Your feedback helped inform a new policy that sets out St Leger Homes commitment to ensuring that damp, mould and condensation issues are always be taken seriously, and that these are dealt with in true partnership with tenants, with each party having their own responsibilities and roles to play.

You can find the policy here.

Your feedback helped inform a new policy for the delivery of a high quality and value for money repairs service and covers all areas with respect to the repair and maintenance of SLHD’s stock.

You can find the policy here.

You said… at various tenant consultation events on the Damp, Mould, and Condensation Policy, on which areas it needed to be focussed.

Your feedback helped inform a new policy that sets out St Leger Homes commitment to ensuring that damp, mould and condensation issues are always be taken seriously, and that these are dealt with in true partnership with tenants, with each party having their own responsibilities and roles to play.

You can find the policy here.

You said…at various tenant consultation events on the Repairs and Maintenance Policy, where you thought the policy needed reviewing.

Your feedback helped inform a new policy for the delivery of a high quality and value for money repairs service and covers all areas with respect to the repair and maintenance of SLHD’s stock.

You can find the policy here.

Tenant involvement, engagement and feedback

Your feedback helped inform the final rent increases.

Your feedback has informed new Investment Priorities.

The service level agreement was reviewed and tenant input was incorporated to ensure it is relevant to the cleaning of the communal areas and it is done to a high standard. Housing Officers carry out scheduled inspections of all communal areas and raise any issues or concerns.

Cost of Living Hubs have helped significantly to reach out those who could apply for financial support.

Total Gains for Pension Credit cases in 16 weeks has resulted in £438,700 gains for those that have received support from the Tenancy Support Team with their Pension Credit applications.

You said… at a tenant consultation meeting agreeing the 24/25 Rent Increase.

Your feedback helped inform the final rent increases.

You said… at a tenant consultation meeting reviewing and agreeing Investment Priorities.

Your feedback has informed new Investment Priorities.

You said...at various tenant consultation meetings that our cleaning services provided by Metro Clean to the internal areas of low rise flats needed reviewing.

The service level agreement was reviewed and tenant input was incorporated to ensure it is relevant to the cleaning of the communal areas and it is done to a high standard. Housing Officers carry out scheduled inspections of all communal areas and raise any issues or concerns.

At the ‘Cost of Living Hubs’, which took place across Doncaster, customers told us: • They needed additional support to ensure they maximised the financial support they were entitled to.

Cost of Living Hubs have helped significantly to reach out those who could apply for financial support.

Total Gains for Pension Credit cases in 16 weeks has resulted in £438,700 gains for those that have received support from the Tenancy Support Team with their Pension Credit applications.

Policies and Procedures

Your feedback helped informed a new Corporate Plan that sets out St Leger Homes’ key priorities for the next five years which we’ve grouped into four themes; People, Partnerships, Homes and Communities. It is a plan for St Leger Homes, our employees, and partners, but most importantly a plan that lets our tenants know what they can expect from us.

You can find the plan here.

Your feedback helped inform a new policy that sets out how Doncaster Council allocates available pitches on the sites under its management and ownership. This policy is based on a banding system designed to meet housing need and as such gives priority to those in the greatest of need when pitches become available.

You can find the policy here.

Your feedback helped informed a new policy where St Leger Homes of Doncaster is committed to the highest possible standards of openness, honesty and accountability. As part of that commitment, we encourage employees or others with serious concerns about any aspect of our work to come forward and express those concerns under our Whistleblowing Policy.

You can find the policy here.

A revised Letter Writing Guidance is in in place to ensure tenant easy read language and layout is used.

A new management agreement in place which means St Leger Homes will continue to manage council housing on behalf of the authority until March 2029.

You can find the policy here.

Your feedback helped inform a revised Communal Hall User Agreement which has now being issued to all user groups that use our communal halls.

Your feedback has informed the new Social Media Rules of Engagement Guidelines for our customers, which is now published on our website.

Your feedback helped inform the revised Equality, Diversity & Inclusion Policy, which is now published on our website. 

Comments helped to inform the final Customer Access Strategy and actions resulting in a Strategy that promotes digital by choice and aligns with customer needs and expectations. The impact of Strategy and delivery of actions will be measured over time using TSM and Transactional surveys.

You can find the new Customer Access Strategy here.

Your feedback helped inform the new Policy which is now published on our website. 

You can find the policy here.

·       Assurance that the policy, and particularly the remedies proposed, are fair and consider all the elements a tenant would expect to see whilst ensuring compliance with the Housing Ombudsman’s good practice guidance.

·        The impact of the policy will be measured by reporting on the number of and the financial remedies paid, and through satisfaction on complaint handling measured through TSM and transactional surveys.

Feedback has informed the new Asset Management Strategy and key priorities in relation to managing assets for the benefit of tenants, residents, and the wider Doncaster community.

You can find the new Asset Management Strategy here.

·        Feedback from customers supports our approach to fabric first. We have listened to this and in 2025/26, subject to securing additional external funding, we will be undertaking a wider range of energy efficiency works than we have done previously. We will be starting to replace some windows in a small number of properties, as well as installing Solar PV.

You can find the new Environmental Strategy here.

The Policy includes provision for customers to have more autonomy to make their house their home without undue input from us.

You can find the new policy here.

You said… at various tenant consultation events on the Corporate Plan, on which themes it needed to be focussed.

Your feedback helped informed a new Corporate Plan that sets out St Leger Homes’ key priorities for the next five years which we’ve grouped into four themes; People, Partnerships, Homes and Communities. It is a plan for St Leger Homes, our employees, and partners, but most importantly a plan that lets our tenants know what they can expect from us.

You can find the plan here.

You said… through tenant consultation on the Gypsy & Traveller Policy where it needed reviewing.

Your feedback helped inform a new policy that sets out how Doncaster Council allocates available pitches on the sites under its management and ownership. This policy is based on a banding system designed to meet housing need and as such gives priority to those in the greatest of need when pitches become available.

You can find the policy here.

You said… through tenant consultation on the Whistleblowing Policy, where you thought it needed to be reviewed.

Your feedback helped informed a new policy where St Leger Homes of Doncaster is committed to the highest possible standards of openness, honesty and accountability. As part of that commitment, we encourage employees or others with serious concerns about any aspect of our work to come forward and express those concerns under our Whistleblowing Policy.

You can find the policy here.

Letter Writing Guidance Consultation which gave tenants an opportunity to input into how we write letters to tenants.

A revised Letter Writing Guidance is in in place to ensure tenant easy read language and layout is used.

You said… at a tenant consultation meeting looking at a Review of the St Leger Homes’ Management Agreement, on which areas where you thought it needed to be focussed.

A new management agreement in place which means St Leger Homes will continue to manage council housing on behalf of the authority until March 2029.

You can find the policy here.

You said… at a tenant consultation meeting looking at the Communal Hall User Agreement, where it needed reviewing.

Your feedback helped inform a revised Communal Hall User Agreement which has now being issued to all user groups that use our communal halls.

You said… at a tenant consultation meeting looking at the new Social Media Rules of Engagement Guidelines, which areas needed to be focussed on.

Your feedback has informed the new Social Media Rules of Engagement Guidelines for our customers, which is now published on our website.

You said… at various tenant consultation meetings on the Equality, Diversity & Inclusion Policy, where you thought the policy needed reviewing.

Your feedback helped inform the revised Equality, Diversity & Inclusion Policy, which is now published on our website. 

You said… at various consultation meetings and through a survey on the Customer Access Strategy, that prompt responses, communication, choice and ease of access were the key things that you wanted.

Comments helped to inform the final Customer Access Strategy and actions resulting in a Strategy that promotes digital by choice and aligns with customer needs and expectations. The impact of Strategy and delivery of actions will be measured over time using TSM and Transactional surveys.

You can find the new Customer Access Strategy here.

You said… at a tenant consultation meeting looking at the Compliments, Comments and Complaints Policy, where you thought the policy needed reviewing.

Your feedback helped inform the new Policy which is now published on our website. 

You can find the policy here.

You said… at a tenant consultation meeting looking at the Goodwill and Compensation Policy, you queried the financial remedy proposed for low level impact of complaints as you thought this was too high, but understood the need to ensure compliance with the Housing Ombudsman’s guidance on remedies.

·       Assurance that the policy, and particularly the remedies proposed, are fair and consider all the elements a tenant would expect to see whilst ensuring compliance with the Housing Ombudsman’s good practice guidance.

·        The impact of the policy will be measured by reporting on the number of and the financial remedies paid, and through satisfaction on complaint handling measured through TSM and transactional surveys.

You said… at a tenant consultation meeting looking at the Asset Management Strategy, that you value: • Improvements such as new kitchens and bathrooms, the most; • Upgrades to windows and doors and enhancements to facias, soffits and guttering; • Energy efficiency enhancements with improved insulation being the number one priority, closely followed by solar panels and battery storage.

Feedback has informed the new Asset Management Strategy and key priorities in relation to managing assets for the benefit of tenants, residents, and the wider Doncaster community.

You can find the new Asset Management Strategy here.

You said… at a tenant consultation meeting looking at the Environmental Strategy, that you value: • Energy efficiency enhancements including solar panels and improved insulation; • Window and door replacements were also important to them; • Low carbon heating and vehicle charging points were deemed a lower priority when compared to other measures.

·        Feedback from customers supports our approach to fabric first. We have listened to this and in 2025/26, subject to securing additional external funding, we will be undertaking a wider range of energy efficiency works than we have done previously. We will be starting to replace some windows in a small number of properties, as well as installing Solar PV.

You can find the new Environmental Strategy here.

You said… at various tenant consultation meetings and a survey on the Customers Own Improvement Policy, that you want to make improvements to better enjoy their home environment and personalise their surroundings.

The Policy includes provision for customers to have more autonomy to make their house their home without undue input from us.

You can find the new policy here.

Communications

We produced a video setting out for customers how to access the new portal. Learning was we should have produced this before going live and advertised is as part of our launch communications.

Improved Customer Service - Customers applying to go on the housing register find it easier to self-serve and do not have to speak to anyone to apply for a council house.

You said…at a tenant consultation meeting,” the new tenant portal to register for a council house was not easy to understand.”

We produced a video setting out for customers how to access the new portal. Learning was we should have produced this before going live and advertised is as part of our launch communications.

Improved Customer Service - Customers applying to go on the housing register find it easier to self-serve and do not have to speak to anyone to apply for a council house.

Housing and Neighbourhoods

Your feedback has informed a New Tenancy Viewings and Sign ups which will be launched by the end of June 2024.

You said… at a tenant consultation meeting on the New Tenancy Viewings and Sign ups Review where you thought it needed reviewing.

Your feedback has informed a New Tenancy Viewings and Sign ups which will be launched by the end of June 2024.

Performance

Your feedback helped inform a number of Performance Indicators agreed by the One Voice Forum on which to monitor the performance and the effectiveness of the Forum.

Tenants able to influence KPIs that measure services that matter to them and to ensure targets are realistic and relevant.

Your feedback has contributed to the final Annual Development Plan approved by the Council.

Your feedback helped able to influence Key Performance Indicators, which measures services that matter to us and ensures targets are realistic and relevant. 

You said… at a tenant consultation meeting on the Tenant Voice Performance Indicators what you thought the performance indicators should be.

Your feedback helped inform a number of Performance Indicators agreed by the One Voice Forum on which to monitor the performance and the effectiveness of the Forum.

You said… at a tenant consultation meeting on the KPIs (Key Performance Indicators), which ones we should be monitoring.

Tenants able to influence KPIs that measure services that matter to them and to ensure targets are realistic and relevant.

You said… at a tenant consultation meeting on the Annual Development Plan, which areas you thought the plan needed to be focused on.

Your feedback has contributed to the final Annual Development Plan approved by the Council.

You said… through tenant consultation on the Key Performance Indicators, which ones needed to be focussed on.

Your feedback helped able to influence Key Performance Indicators, which measures services that matter to us and ensures targets are realistic and relevant.