Improving our services

We know that we don’t always get it right, which is why we continually listen to residents to improve our services.

We have a number of groups and services available for residents to share ideas and feedback. The case studies below feature examples of how listening to feedback helps shape the way we do things, through complaints, resident feedback and performance data.

Improved services based on resident feedback

Renewed Customer Care Policy

8 3

83% of residents satisfied with our service

Case Studies

Resident Feedback: Antisocial behaviour from vehicle drivers

Estate Boards meet to discuss local issues including antisocial behaviour, estate cleaning, housing and community activities and other ways to…

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Performance: New Customer Care Policy

In July 2020, the Housing Ombudsman Service (HOS) published a new Complaint Handling Code.

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Resident Feedback: Policing concerns

The Tower Hamlets Youth Independent Advisory Group (YIAG) is a group of twelve 15-19 year olds who work closely with…

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Complaints: Noise App Recordings

Ms C (name changed) was dissatisfied with Poplar HARCA’s handling of a complaint regarding noise nuisance, so submitted a Community…

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Performance: Renewed Overcrowding Reduction Strategy

Our Board members have the ultimate responsibility for all actions taken in Poplar HARCA’s name. They delegate to Committees to…

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Complaints: Surveyors’ Appointment Days

Mr T (name changed) submitted a complaint after a surveyor missed a scheduled appointment.

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Resident Feedback: Consulting on major works

Enquiries from residents on a complex major works project led to a new way of consultation

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Resident Feedback: Revive a Garden project

A resident struggling with an overgrown garden inspired us to start our own ‘Good Gym’ style volunteering project

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Resident feedback: A dedicated Parking team

We’ve introduced a dedicated team to deal with all parking enquiries and issues

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