With our team working from home, fewer visits possible and travel restrictions in place, we had to make some big changes to the way we were operating in 2020-21.

But as we adapted to these changes, and not knowing how long we’d need to make them for, we took a step back to think about whether our approach was actually working for you.

Previously, most of our services were patch-based meaning that you had a local contact who knew a little bit about a lot of different things and the support available. Listening to you however, we found that what you really wanted was to speak to more specialist people who could resolve issues more efficiently.

With that in mind, we've started to build a more consistent approach, with specialists that can provide a consistent service no matter where you are or what type of home you live in.

This video explains a few of the things we’re changing to help us put things right much faster than before: