To make sure our teams have the right skills, knowledge and behaviours to deliver an excellent service, we carried out a Competence and Conduct survey. Your feedback will help shape our updated Learning and Development Policy in line with the new Competence and Conduct Standard which we will share with you later in the summer.
Thank you to everyone who shared their views. We received 176 responses in total, including 131 online and 45 paper submissions, giving us valuable insight into your experiences.
Key themes
Across all responses, six clear priorities emerged:
- Respect, dignity and kindness as the foundation of all interactions
- Listening properly, followed by meaningful action
- Clear, honest and simple communication
- Consistency between teams and contractors
- Accountability and reliable follow-through
- Recognition of vulnerability and individual needs
A clear message throughout was that how services are delivered is just as important as the work itself.
What you told us
Behaviour and approach
Respect was the most important expectation. Residents want to feel safe, valued and not judged when people enter their homes. Kindness, patience and empathy were frequently mentioned, alongside the need for clear explanations and honesty.
You also highlighted the difference between hearing and truly listening, with action being what matters most.
Customer service
Good service was described as:
- Clear communication from start to finish
- Arriving on time, or keeping you informed
- Explaining what work is being done and why
- Completing work properly and leaving homes clean and tidy
- Being approachable and professional
Our teams were often praised for being supportive and understanding, while contractors were more likely to be seen as rushed or less communicative.
Feeling heard
Experiences were mixed. Many residents felt listened to at first, but not always over time, particularly when issues were ongoing or follow-up was poor.
Some residents felt dismissed, especially around damp, mould and repairs. Where concerns were taken seriously and acted on, it made a significant positive difference.
Consistency of service
Residents reported a clear difference between our teams and contractors. Our teams were generally seen as more caring and consistent, while contractors were described as more task-focused and variable in their approach.
Common frustrations included missed appointments, lack of information, repeat visits for the same issue and limited follow-up.
Confidence in handling concerns
Confidence varied. Positive past experiences and trusted staff helped build confidence, while others felt less assured, particularly where concerns had not been resolved or complaints felt dismissed.
Areas for improvement
Residents highlighted several priorities:
- Treating all residents with respect, without judgement
- Offering communication options beyond digital-only channels
- Improving consistency, reliability and follow-through
- Setting realistic expectations and avoiding over-promising
- Increasing awareness of disability, trauma and neurodiversity
- Providing reassurance and a sense of safety when attending homes
- Showing that feedback leads to real change
Here is some of the feedback
- “Both me and my daughter are autistic. We need clear explanations to help us understand.”
- “The Havebury team always explain clearly and respectfully.”
- “Be considerate to people’s understanding and listen to worries or concerns when making decisions.”
- “The teams that have come to me to do work are always respectful telling me what and why they are doing. They also clean up afterwards and leave the place very clean and tidy.”
- “As a family with a vulnerable person understanding and being patient is key.”
- “Please keep time slots, I don’t appreciate it when you turn up early or late.”
- “Listen to the resident as we know the home the best.”
What we’ll do next
This feedback will directly inform our updated Learning and Development Policy and how we embed the Competence and Conduct Standard across our teams and contractors. We will be sharing this with you later in the summer.
Most importantly, it reinforces a simple message: great service is about trust, respect and doing what we say we will.
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