Thank you to all customers who have taken part, we value your input and views on how we run our services. Find out more about what our customers have helped with below.
Created with customers
Response repairs policy review
February 2026
Following on from past reviews of our repairs offer, the valuable feedback on our repairs service and procedures helped us create a new repairs policy.
Eleven customers joined us to review the draft of this new policy to ensure it is written in plain English, easy to understand, and clearly explains our repairs service to customers.
Further details to follow
Hoarding policy review
December 2025
Seven customers joined our in-person and online focus groups to understand how we manage hoarding issues and ensure our policy is clear, fair and easy to understand.
Our aim is to help resolve or reduce the impact of hoarding, while ensuring everyone is treated fairly and receives the support and guidance they need.
Internal communal areas policy review
November 2025
Thank you to the customers who joined us to review our communal areas policy that outlines the standards we follow to ensure that shared spaces within blocks of flats and sheltered housing remain accessible and safe to residents, visitors, and emergency services, and that the messaging is clear and effective, and safety is emphasised, especially during the festive season.
We looked at different ways we can improve our posters, leaflets, websites, and enforcement policies to ensure resident compliance and safety.
Asset management consultation review
October 2025
Thank you to everyone who took part in our recent asset management survey. Your feedback is vital in shaping our strategy for the next three years.
Following the survey, we invited customers to review the next phase of our strategy planning, to ensure our key principles and objectives are clear, efficient and effective.
Your feedback will help to develop our new compensation policy
September 2025
We’re working on a new compensation policy designed to be fairer, clearer, and more consistent for all our customers. Our aim is simple: when things go wrong, we want to take responsibility and respond in a way that truly reflects the impact on you.
Nine customers joined us to help shape this policy and guide us in finding the right balance between transparency, fairness, and flexibility.
Further details to follow
Helping us shape our response to damp and mould
September 2025
From October 2025, new legal duties under Awaab’s Law will require all social landlords to investigate and fix dangerous damp and mould within set timeframes.
Twelve customers joined our in-person and online focus groups to help us formalise the new process and make sure our means of reporting is straightforward, and our messaging is clear for all to understand.
Stronger communities fund policy review
June 2025
Our stronger communities fund policy sets out the principles under which we will consider the award of grants to charities, community groups and not-for-profit organisations.
Seven customers joined our in-person and online focus groups to review our policy and help to ensure our criteria and process for funding applications is efficient and fair.
Neighbourhood management strategy review
May 2025
Eleven customers took part in a focus group to learn more about our neighbourhood strategy, the core principles and overall approach.
Their feedback and suggestions will be considered and form part of our new neighbourhood management strategy.
Asset management strategy review
May 2025
As part of our updated asset management strategy, we are revisiting our repairs offer and invited our customers to share their experience of the service.
Nine customers joined our focus group to review our current repairs offer and provide valuable feedback and suggestions to form part of our new asset management strategy
Customer involvement and communities strategy review
April 2025
Our customer involvement and communities team three-year strategy, that covers how we continue to involve you in that decision-making process is due for renewal. We need to consider external changes, such as the increasing government regulation and assessment to ensure housing associations consider customers’ voice, and we need to look at how we provide opportunities for you, our customers to feedback to us.
Sixteen customers joined us to review our current strategy and provided valuable feedback and suggestions to ensure our next three-year strategy is clear, achievable and brings customer voices and views into our service design.
Awards and incentives policy review
March 2025
We believe it is fair to offer a range of incentives as a small gesture of appreciation and acknowledgement of our customers time when they join a customer involvement activity.
Twelve customers, including members of the scrutiny team and customer complaints forum joined us to review and update our customer involvement incentives policy.
Shared ownership post-sales review
March 2025
As part of our review, we invited shared ownership customers to join our online focus group to look at our current post-sales service. We asked them to share their experience of staircasing, our re-sales service and requesting alterations within their property.
Ten actions are now in progress based on the customer feedback and suggestions we received.
Licence policy review
February 2025
Selwood Housing occasionally receive requests from people wishing to either purchase land from us or be given access rights to use it. Our current licence policy sets out the principles we apply when assessing these requests to grant a licence to use land in our ownership.
Eight customers joined our focus group to review our current licence policy to ensure the content is clear and understandable and the decision-making processes are fair and reasonable.
Earlier reviews
Succession policy review
Succession policy review
February 2025
This policy sets out the rights a person has to succeed to a tenancy on the death of a tenant. Due to legal reasons, there is very little scope for change within the policy as we must remain compliant. However, it is important that we keep our customers well informed.
Nine customers joined our focus group to review our current policy, gain a better understanding of the legalities and restrictions and review how we explain succession rights. Update: As a result of the customer feedback, stating that customers may not know what ‘succession’ was so wouldn’t be able to find the information, we have created a new page on the website to make it easier to find: Bereavement.
Aids and adaptations review
Aids and adaptations review
January 2025
Aids and adaptations are specific moderations made to assist individuals with mobility, disabilities, or other health related need. These adaptations, such as installing grab rails, stairlifts, or accessible showers, are designed to improve the safety and accessibility of the home for our customers.
Nine customers joined our focus group to help us review our current policy and ensure we are providing clear and understandable information for all customers.
Selwood Housing values
Selwood Housing Values
November 2024
Our company values are the fundamental beliefs and principles that guide, define and shape our culture, identity and behaviour as an organisation.
Six customers joined our learning and development team to get a sneak peak of our proposed new values and behaviours, and to help shape how they should (and shouldn’t) look. Their valuable feedback was included in a larger report, and our new values have now been finalised.
“Our values – and the ways we show them through our behaviour – matter to us and how we provide our services to you.
You’ve helped us shape these values, and it’s clear we all agree on what’s important. The behaviours you told us about will become part of how we work. As these become part of everyday life, you’ll start to see them more – and you can speak up if you think we’re not showing them”.
Selwood Housing Group transformation and people director
Antisocial behaviour review
November 2024
The Regulator of Social Housing Neighbourhood and Community Standard 2015 states that social landlords must publish a policy on how they work with relevant partners to prevent and tackle antisocial behaviour in areas where they own properties.
Our policy sets out our approach to dealing with antisocial behaviour in our rented general needs and supported housing properties. It is important to us that we clearly communicate what is classified as antisocial behaviour and what is not. Ahead of our policy review, nine customers joined our focus group to help us ensure we have clear messaging for all customers.
Alterations policy review
October 2024
Selwood Housing recognises that customers may occasionally wish to alter the property they live in, whether due to a change in circumstances or simply to enhance their home.
Our policy sets out the assessment and approval process we use and explains what responsibilities you have as a customer and ours as your landlord.
Nine customers joined our focus group to better understand our alterations policy and provide valuable feedback, opinions and suggestions.
Development strategy review
September 2024
Our purpose as a housing association is to provide affordable homes to meet local housing need. Our challenge is to ensure we maximise the number of homes we build while retaining our flexibility to deal with new and future regulations regarding quality, safety and carbon reduction.
We held a digital focus group where our customers could share their views on our development strategy to help us ensure our aims and principles meet local housing needs.
Fire risk assessment review (flats and sheltered accommodation)
September 2024
New safety regulations mean we need to share the outcomes of fire risk assessments with our customers in flats and sheltered accommodation.
We invited five customers to join us for a focus group, where they provided valuable suggestions for our customer friendly version of the risk assessment, ensuring the information delivered is clear and understandable.
Contractors' code of conduct review
September 2024
Over the summer Selwood Housing’s procurement team initiated a review of our current contractor code as it was due a revision. After we took an initial look through it, we felt some changes and additions were required but what we really needed was the input of our tenants; the view of those who experience the services as a customer.
15 customers then reviewed the draft version and completed a survey sharing their feedback.
Tenancy fraud policy review
September 2024
The fraudulent use of social housing is a waste of an important resource and prevents us from offering accommodation to those in most need.
Five customers joined us at a focus group to better understand tenancy fraud and how it impacts housing associations and the people who are in most need.
Following a presentation, we asked for their feedback, opinions and suggestions to enable us to review and revise our current tenancy fraud policy.
Fencing and boundary management policy review
July 2024
At Selwood Housing, we are committed to maintaining high standards and continually improving our homes. We recognise that the condition of our properties impacts costs, the environment, and resident safety. That’s why we undertake a proactive and systematic approach to fencing management.
Eight customers took part in a focus group to provide their valuable feedback and recommendations for our fencing and boundary management policy.
To complete the review, all customers who receive the monthly Make a Difference newsletter will be invited to complete a short survey to ensure we have a wider representation of customer views.
New build moving-in experience
June 2024
We recently contacted customers who had moved into new build properties within the last twelve months. It’s important to us that we understand the customer experience, what works well and where there are areas that could be improved.
Thank you to all customers that completed our survey. It is good to know that most customers were happy with their new homes and found the home user guide and information useful.
Platinum Court first anniversary review
June 2024
Completed in May 2023, the Platinum Court development in Studley Green, Trowbridge is a mix of affordable rented and shared ownership homes with EPC ‘A’ rating, making them more affordable for the residents to heat along with a lower carbon footprint.
It was the first development where Selwood Housing have been able to influence the design of the development and we were interested to hear what customer’s thought one year on.
Domestic abuse policy review
May 2024
Domestic abuse can happen in any relationship within the home and family. At Selwood Housing, we make every effort to support customers who are experiencing domestic abuse. Our policy sets out our approach to dealing with domestic abuse and applies to all our customers and members of their household.
Seven customers took part in an online review to provide their valuable feedback and recommendations for our domestic abuse policy. They reviewed sections of the current policy and were asked to provide feedback on Selwood Housing’s procedures for clear and understandable explanations.
Unacceptable behaviour policy review
March 2024
On rare occasions, we face complex situations where a customer’s behaviour towards Selwood Housing becomes difficult to deal with. As recommended by the Housing Ombudsman, we are creating a new policy to guide us and our customers in handling such situations.
The customer complaints forum and six customers who took part in our focus group reviewed the content for the policy and shared valuable feedback and recommendations.
All customers who are subscribed to the monthly Make a Difference newsletter have been invited to answer a few questions to complete the review.
Tree policy review
February 2024
Five customers took part in an online review to provide their valuable feedback and recommendations for our tree policy.
They received a copy of the current policy and were asked to review Selwood Housing’s procedures for clear and understandable explanations around the maintenance of trees located in gardens.
To complete the review, all customers who receive the monthly Make a Difference newsletter were asked to complete a short survey to ensure we have a wider representation of customer views.
Reporting a repair review
September 2023
We invited seven customers to a focus group to provide valuable feedback and share their recommendations on how we communicate the process when reporting a repair.
Equality, diversity and inclusion customer policy review
July 2023
We invited five customers to review Selwood Housing’s customer equality, diversity and inclusion policy.
Five sections of the policy were selected, and our customers provided feedback and recommendations on clarity, simplicity and inclusivity.
Lettings policy review
March 2023
We invited six customers to review our lettings policy and to comment on themes that had been presented to us over the previous 18 months: domestic abuse, direct lets and non-traditional households.
Pets and animals review
February 2023
We invited five customers to take part in our pets and animals review. Our customers were asked to examine our policy and guidance and then join us in focus groups to discuss how we might improve things.
Learning about 'value for money'
October 2022
We invited four customers to meet with our finance director to learn about ‘value for money’, why it’s important and how it governs the way we do business.
Lettable standards policy review
September 2022
We invited six new customers to talk to us about their experiences with moving into their new property.
We wanted to find out what is important to customers to help us update our Lettable Standards policy.
Enhanced Landlord Service review
August 2022
We’ve recently reviewed our Enhanced Landlord Service. Over the last few weeks, our sheltered housing customers have had the chance to have their say about the current service they receive.
Damp and mould
July 2022
We invited four customers to help us review our damp and mould procedure and principles. They were asked to examine our procedure and principles and then join us in a focus group to discuss how we might improve things.
We Are All Selwood Housing
May and June 2022
Eleven customers participated in our customer training programme called We Are All Selwood Housing. The programme was offered in person and online.
There were four, half day workshops covering topics such as the history of Selwood Housing, governance, community, services and lettings.
Learners increased their knowledge of social housing, how we operate and were encouraged to apply to become part of our board or scrutiny team.
