Tenant Outcomes - You said, we did
The feedback we receive from tenants is analysed to help us understand what we do well and where we can improve. We are always keen to improve the service that we provide.
Below are some examples of feedback received, the actions taken, and the outcomes for tenants:
An Adaptation for a family - life changing
You Said
A tenant contacted us to request a wet room adaptation to help meet the needs of her son. The family explained that the existing bathroom was no longer suitable and that an adaptation would make a significant difference to their daily lives.
We Did
The request was assessed and presented to the adaptations panel. Following consideration of the family's circumstances, it was agreed that a wet room was the most appropriate solution, as there were no alternative properties that would better meet the family's needs.
The family were delighted when the adaptation was approved, and work quickly began to create a safer and more accessible bathroom.
During the final stages of the project, the family experienced an unexpected setback when the tenant's husband was involved in a car accident. As a result, he was no longer able to complete the decorating work that had been planned for after the installation.
The tenant reached out to her Housing Officer for support. After discussing the situation with management and considering the family's circumstances, it was agreed that we would arrange for the bathroom to be painted, ensuring the project could be fully completed and ready for the family to use.
The Outcome
The family now have a fully accessible wet room that better meets their son's needs and supports his independence. By working together and responding to changing circumstances, we were able to provide additional support at a difficult time and ensure the adaptation delivered the full benefit intended.
"We were over the moon when the adaptation was approved, and the extra support we received when our circumstances changed meant so much to our family."
Residents Shape Parking Improvements Through Consultation
Residents have helped shape an important parking improvement following a recent consultation on disabled parking provision within the community.
At the time of the consultation, there were two designated disabled parking bays serving a community where approximately 12 residents held Blue Badges.
You said
Following feedback and discussions with residents, a proposal was put forward to remove the yellow disabled bay markings from the existing spaces. This change would enable up to three vehicles to park in the area, helping to maximise available parking while still meeting residents' needs.
We did
To ensure all households had an opportunity to have their say, residents were invited to take part in a consultation, with one vote permitted per household. The final decision was based on the majority view of those who responded.
The consultation closed on 19 June 2026, with strong resident participation demonstrating the community's commitment to influencing local decisions. The results were shared at the Hub Meeting on 2 July 2026, where residents were informed that the proposal had received majority support.
This outcome highlights the value of resident involvement in shaping services and neighbourhood improvements. By listening to feedback and working together, a practical solution was identified that increases parking capacity and reflects the wishes of the community.
‘It’s great to have your say on where we live and things actually get done.’ Tenant at Branksome Hall drive.
The successful consultation is an example of how resident voices continue to play a key role in driving positive change and ensuring local decisions meet the needs of those who live there.
Tenants garden made secure
You said
Tenant contacted Housing to report that her garden gate was not fit for purpose and raised concerns that it posed a safety risk to her grandchildren. Tenant advised that the gate was not secure and requested that it be inspected.
We did
The Housing Officer arranged for a new gate to be installed. This ensured the garden was secure and safe for the tenant and her family.
Reseeded Garden Helps Family Enjoy Their New Home
You said
A tenant contacted Housing Officer Linda after recently moving into their new home. The back garden had no grass and was mostly mud, making it difficult to use. With two dogs, the family found that the garden quickly became muddy and unusable whenever it rained, preventing both the pets and the family from enjoying the outdoor space.
We did
Linda listened to the tenant's concerns and arranged for the garden to be reseeded. The issue had been left behind by the previous tenant, and action was taken to restore the outdoor area.
Outcome
The garden now has new grass, creating a much more usable and enjoyable outdoor space. The family and their dogs can make the most of the garden, whatever the weather, helping them feel more settled in their new home and improving their overall quality of life.
Ivy removal
You said
During a tenancy audit visit, Housing Officer Linda noticed that the tenant’s home was overgrown with ivy. The tenant explained that she could not afford to have it removed and, as she was pregnant, was unable to do the work herself. She was concerned that the ivy was creeping into the windows and blocking natural light into her home.
We did
Housing Officer Linda arranged for the ivy to be removed, providing practical support to address the issue and improve the tenant’s living environment.
Outcome
The ivy was successfully removed, allowing more natural light into the property and enabling the tenant to open her windows without obstruction. The tenant was delighted with the outcome and said: “I am so happy this has been done. I can now open my windows. Thank you so much.”
Tenant unable to use garden
You said
Tenant advised that due to ill health she was struggling to maintain her garden and asked if she could get help to remove the weeds so she could use the garden again.
We did
Housing Officer Linda visited the tenant and arranged a one-off garden clearance by Street Scene to remove the weeds and make the garden accessible and usable.
Outcome
The garden was cleared successfully, enabling the tenant to enjoy and use her outdoor space again. The tenant was very pleased with the support provided and said: “Thank you for sending Street Scene. They have done a wonderful job.”
You said we did - Sign at Branksome Garages
You said
A tenant in Branksome who contacted Housing Officer Linda to report that she was regularly unable to access her garage because vehicles were being parked in front of it. The tenant explained that the ongoing issue was causing frustration and affecting her ability to use her property.
We did
After discussing the concern with the resident, Linda contacted the relevant department to explore a solution. Working together, a new sign was designed and installed to clearly indicate that access to the garage must be kept clear.
Following the installation of the sign, the tenant contacted Linda to express her thanks for the support she had received. She said the issue had been addressed promptly and that Linda's assistance was greatly appreciated.
You Said, We Did: Moss Removal Following Slip Concern
You said:
A resident contacted us after slipping on moss in a communal area, raising concerns about the safety of the pathway.
We did:
Sophie acted quickly by contacting our Horticulture Team on the same day to arrange a clean of the affected area. The team attended and completed the work, removing the moss and making the pathway safer for residents.
We take resident safety seriously and encourage you to report any similar issues so we can respond promptly.
You said, We did - Cut between Ennerdale Road and Streatlam Road
You said
Residents of Streatlam Road had complained that off road bikes were constantly using the cut between Streatlam Road and Ennerdale, often to get away from Police. The bikes were causing a considerable ASB and Noise issue.
We did
After speaking with Councillor, Police and Highways the Housing Team decided that barrier rails along the cut would significantly reduce the speed of the bikes and deter off road bikers from using the area. In May this was installed with residents already seeing changes
‘Job well done, if it doesn’t stop them it will slow them down, giving the Police a better chance of catching them’
You said we did – Tree leaning on Fence
You said
Tenants contacted Sophie to let her know a tree was going to snap in their garden and cause damage to the back fence.
We did
Sophie arranged for Street Scene to attend and cut down the damaged tree before it caused further damage to the fence.
Tenants were over the moon that the fence was not damaged and how quickly the situation was dealt with.
Tenant Support Success Story – Garden Tidy
A tenant had been struggling to maintain her front garden due to ill health over the years. Linda, the Housing Officer, spoke with the tenant to see if she needed any support.
You said
After discussing options, Linda arranged for the front area to be cleared and restored to its original state.
We did
The garden was cleared, re-seeded, and prepared for low maintenance to make it easier for the tenant to manage in the future.
Mrs. Smith was extremely happy with the outcome and expressed her gratitude to Linda for all her help.
Ensuring a safe home for the tenant
Linda had visited her tenant for a home visit when he had stopped bidding on houses in Home Search and she knew he wanted to move.
You said:
The tenant shared with Linda that he had stopped bidding because he was unsure how to clear the items he had gathered in his home.
We did:
During the home visit, Linda discovered damp in the property and wanted to act quickly. She noted that the tenant had a large number of items that would prevent the necessary work from being completed. The tenant did not have enough money for a bulky waste clearance and had no access to a vehicle to remove the items himself.
To resolve this, Linda arranged a one-off clearance to help the tenant remove what he no longer needed, enabling access for the damp repairs and ensuring the tenant has a safe home.
You Said, We Did – Flowers Bring New Life to the Park
You Said
When residents shared that the local park was looking a little tired and uninspiring, Housing Services listened.
We did
In response, we teamed up with Darlington Park Rangers to bring some colour and life back to the area.
As part of the initiative, we invited pupils from Firthmoor Primary School and tenants from Roxby Court to join us in planting of bulbs. The event was a wonderful example of community spirit, with young people and older residents working side by side to make a positive change.
The planting day was filled with smiles, muddy hands, and a shared sense of purpose. Everyone involved contributed to making the park a more welcoming and vibrant space. Come spring, the flowers will bloom, transforming the area into a cheerful and uplifting place for all to enjoy.
This project is a great example of how resident feedback leads to real action. We’re proud to support initiatives that bring people together and improve our shared spaces.
Thank you to everyone who took part – we can’t wait to see the results in full bloom!
Tenant-Led Improvements: A Garden Transformation at the Annexe
At the heart of great housing services is a simple principle: listening to tenants and acting on what matters to them. That principle came to life recently at the annexe, where a small but meaningful change is making a big difference.
You said
A tenant with a passion for community spaces, reached out to Housing Services with a request: remove an old shed and a broken table that were cluttering the garden area. These items had become obstacles to the vision she had for a cleaner, more welcoming outdoor space.
We did
Housing Services responded quickly and efficiently. The shed and table were removed, clearing the way for the residents to begin transforming the garden into a space that everyone can enjoy.
This is more than just a tidy-up — it’s a reminder of how tenant voices are not only heard but valued. Whether it’s a garden or a shared lounge, tenants are helping to create spaces that reflect pride, care, and community spirit.
Transforming Overgrown Grounds into Usable Space: A Tenant-Led Improvement at Grey Street, You said, We did
You said, we did - A Life-Changing Path in Sadberge
At the heart of our work is a commitment to listening to tenants and acting on what matters most to them. A recent visit to Sadberge by Sophie and Sara is a perfect example of how small changes can make a big difference.
You said
During the visit, a tenant shared her struggle with accessing her garden path to hang out washing. An overgrown hedge had made the path unusable, and due to an eye condition, she found it difficult and unsafe to walk across the uneven grass.
We did
Understanding the effect this was having on her daily life, Sophie quickly arranged for the path to be cleared. The result? A safe, accessible route that restored the tenant’s independence.
“It’s changed my life,” she said. “I can now walk safely and hang out my washing again. Thank you so much to everyone involved.”
This story is a reminder that tenant feedback is powerful — and when we act on it, we can make real, meaningful improvements to people’s lives.
A big thank you to Sophie, Sara, and the team who helped make this happen.
Shared Learning at Branksome Hall Drive, You said, we did
You said
Housing Officer Linda and Tenant Involvement Officer Sara visited Branksome Hall Drive to speak with residents about free online training opportunities available to everyone when Tenants requested training on how to use the DEFIB that was purchased through fund raising.
We did
One of the highlights was training provided by the British Heart Foundation, covering CPR and defibrillator use – vital skills that can save lives. Linda and Sara shared how to access the training.
Tenants shared how much they appreciated the session:
- “I feel more confident now about using a defibrillator.”
- “I actually learnt something today!”
A big thank you to everyone who took part – empowering residents with life-saving knowledge is a win for the whole community!
Red Hall Rubbish Collection – A Community Clean-Up Success- You said, we did
You said
Red Hall was buzzing with activity as the Housing Team launched a proactive initiative to resolve fly tipping and support residents with waste disposal.
We did
Housing Officer Ryan has been exploring practical ways to address environmental concerns in the area. His efforts led to the arrival of three bright yellow skips, placed strategically around the estate to help residents dispose of unwanted household items.
The response was overwhelmingly positive. All three skip sites were busy throughout the morning, with residents taking full advantage of the opportunity to clear out clutter without the need to travel to the local tip.
Housing Officers were also on hand to assist with litter picking and the removal of fly-tipped waste, helping to restore pride in the estate and improve the local environment.
Resident Feedback:
“I only had a few bits, it would cost me more with petrol to go to the tip and this has really helped.”
“I didn’t have a vehicle to go to the tip so this is so handy.”
This initiative not only made waste disposal more accessible but also strengthened community ties and demonstrated the Housing Team’s commitment to keeping Red Hall clean and safe.
A huge thank you to Ryan and the Housing Team for making this happen — and to the residents who took part and helped make the morning such a success!
You said, We did - Removal and Recycle of Ramps
You said
Two tenants had been discussing their lack of space issue in there garden due to the unused ramps with their Housing Management Officer.
We did
The officer contacted 'Quest' who came and removed the ramp but explained they would be reused and given to someone who needs them.
The tenants were over the moon with the space they now have in their garden and the ramps will be going to someone who benefit from them.
Good news story – Branksome – Bollards – You said we did
You said
A resident of Branksome spoke with Linda the Housing Management Officer that there were issues with cars going over the grass verge near Marrick Avenue and Tintern Avenue.
We did
Linda contacted Highways and asked if there could be bollards placed to prevent this issue.
Highways and Linda showed great partnership working with meetings and emails shared to investigate what would be best for the area.
The bollards have been installed - a successful outcome from listening to our residents.
