This initiative enables us to make informed decisions, particularly when contemplating changes that directly impact our customers. Currently, customer opinions are gathered through various channels including calls to our customer services team, face-to-face interactions, and social media engagement.

Valuable feedback from colleagues and customers helps us to improve the process to ensure we are meeting our colleagues and customers needs.

lots of different coloured question marks

Hafod Housing Association Qotm quote saying,

How it works!  

  1. Choosing the question: Colleagues and customers are able to suggest a suitable question to give us valuable customer insight.
  2. Method of collection: Customers receive an email containing the monthly question, it will be their choice if they choose to complete the survey. Also, they can respond via our Connect eNewsletter, website or social media engagement through a survey link provided.
  3. Anonymity option: Recognising the importance of anonymity in fostering honest feedback, customers will have the option to respond anonymously if they wish. This ensures that customers feel comfortable expressing their opinions.
  4. Collecting the responses:  The Customer Engagement Mangaer will oversee the collection of the results. In line with GDPR guidance the full survey result will only be accessed by the Customer Engagement Team who will share the results with relevant colleagues.
  5. Incentivisation: Customers who choose to leave their contact details will be entered into a monthly £50 voucher prize draw.  The contact details will only be used for the prize draw and you can change your mind at any time by contacting getinvolved@hafod.org.uk. 

If you have any questions about this project or wish to suggest a question to be asked please contact getinvolved@hafod.org.uk 

Answer March's question

Was the information sent to you about your annual rent clear and helpful? if yes, what did you like about it, if no what could we do differently?

Find out more about our questions in 2026

We asked: Do you currently use or have previously used the Hafod 24/App

Thank you to the 102 customers who took part and told us:

  • you prefer to use your phone or tablet
  • the most important thing you use it for is:
    • to check on your rent
    • raise repairs
    • contact us about your home
  • 69 of you said you would be happy to test our new system

Your feedback will be used to help us make decisions on future digital options.

Congrats to Debbie from Barry on winning February’s Question of ther Month!

Thank you to the 37 tenants who took part in January- we’re listening!

We asked: Do you have any feedback on what went well or suggestions to help us improve D.A.V.E. in the future?

We’ve listened carefully, and here’s what we heard:

  • You would like more communication on when D.A.V.E. is visting your community
  • You’ve suggested we explore early evening visits for those who work
  • Many missed D.A.V.E. in their community
  • You found D.A.V.E. a good way to chat to our teams about your homes

Here’s what we’re doing:

  • You shared lots with us, thank you, we are still looking at your feedback with the D.A.V.E. team

👀 Keep an eye out for future updates on how your feedback is making a difference!

Congratulations to Joanne from Pontypridd winner of our January prize draw! Your £50 online voucher is on its way.

Find out more about our questions in 2025

March’s question focused on the information sent to you about your annual rent and service charges.

134 Customers took part and told us:

  • 118 (88%) found the information clear and helpful
  • 16 (12%) felt they would like more detailed explanations of service charges

Thank you to everyone who took part and left a comment.

What we are doing:

  • Your feedback and comments will be included in future reviews
  • Your service charge comments will help us shape future focus groups where you can share your experiences and help us to identify cost savings

Congrats to Bev from Pontypridd for winning March’s Question of the Month.

May’s question we asked:  Are you aware of Welsh Housing Quality Standard (WHQS)?

Thank you to the 124 Customers who took part and told us:

  • 29 (22%) said yes, they have heard of WHQS
  • 95 (74%) said no, they had not heard of it

You shared:

Customers who were aware of the Welsh Housing Quality Standard (WHQS) generally understood it to be a set of standards aimed at ensuring that social housing in Wales is:

  • Safe
  • Comfortable and healthy
  • Affordable and energy-efficient
  • Well-maintained and in good repair
  • Equipped with modern kitchens and bathrooms
  • Free from damp and disrepair
  • Ideally with gardens or usable outdoor space

You also recognised it as a government-mandated framework that:

  • Sets the minimum quality standard for properties.
  • Is supposed to be followed by landlords and housing associations.
  • Includes features such as double glazing, central heating, solar panels, and smart meters.

How we used your comments:

  • We will add our series of animated videos to our Connect eNewsletter
  • Explore the possibility of sending out an email to all customers detailing what WHQS means for our customers.
  • Update our website to ensure you have all the information you need
  • Ensure our colleagues are up to date on the latest updates to share when chatting with customers

June’s question we asked:  What would you love to be able to do on our website that you can’t do right now? Optional: Is there another website you like and why?

Thank you to the 58 Customers who took part and told us:

Key themes and requests:

Better communication & Human Touch

  • Live chat with colleagues and coaches
  • Request a callback function
  • Easier ways to speak directly to a human, not just submit forms
  • Faster, more reliable responses to repairs, complaints and enquiries

Repairs and complaint tracking

  • Being able to track the status of repairs and complaints online, with clear updates and reasons if something is delayed or cancelled
  • A full history of repairs for transparency
  • The ability to report multiple repairs at once and upload larger files/photos

Accessibility and device compatibility

  • Key services like paying rent and reporting repairs are only easiy available on the mobile app
  • Ensuring the website is more pc-friendly and inclusive for all users not just for smartphones
  • Improving the accessibility features, insprired by other websites who have dyslexia friendly modes etc.

Transparency and local information – Requests for clear, more up to date information about:

  • Local works and maintenance schedules
  • Service charge breakdowns
  • Community improvments, noise issues, antisocial behaviour and resident notices
  • Available homes and swap opportunities

Community and Humanity

  • Frustration at feeling “dehumanised” by a process that feels entirely digital
  • Suggestions included: a community message board, Promotion of in person events and face to face service alongside digital tools

Thank you for sharing your favourite websites for their easy navigation, positive content and good accessibility options.

How we will use your comments:

  • Your feedback will be shared with out Website steering group who will be looking at improving the customer experience part of the website.
  • You will be given the opportunity to share your views through a focus group and where relevant test some of the updates for easy navigation and accessibility

August’s question we asked:  What would you like to see in a Cost-of-Living special edition Connect eNews?

Thank you to the 43 Customers who took part and told us you would like to see: 

  1. Grants & Financial Help → debt advice, arrears support, UC help.
  1. Budgeting & Saving → tools, recipes, tips, discount deals.
  1. Food & Essentials → food banks, vouchers, cheap meals.
  1. Tenant Support & Housing → repairs, advocacy, home visits.
  1. Community & Wellbeing → events, tenant stories, green living.

We’re listening! 

  • The articles in the October cost-of-living Connect special edition all fit within your requested topics
  • We have shared your topics with your Neighbourhood Teams to help guide any future plans
  • Our Comms Team will add relevant articles to our social media pages

September’s question we asked:   Have you heard about the Hafod Databank? – It offers free internet access, calls and messages for 12 months and would you like to find out more?

Thank you to the 108 Customers who took part and told us: 

  • 24 said yes, they had heard of the Databank – 8 would like us to send them more information
  • 84 said no, they had not heard of the Databank  – 40 would like us to send them more information

How we will use your comments: 

  • We will add a Databank article to the next Connect enewsletter
  • We will contact all customers who requested more informaiton
  • We will develop a communication plan to ensure there are regular Databank updates
  • Our Digital Inclusion Coaches will contact families to ask if they need any additional support

October’s question asked: Do you feel your rent and service charge is value for money and affordable to you?

Thank you to the 152 tenants who took part and told us:

  • 97 (64%) felt their rent offers value for money
  • 105 (69%) felt their rent is affordable
  • 122 (80%) who took part pay a service charge
  • 13 (11%) felt their service charge offers value for money
  • 79 (65%) felt their service charge was affordable

Here’s what we’re doing:

  • We’re carefully reviewing all your comments – thank you for sharing your feedback!
  • Your feedback will be discussed with the relevant teams
  • We’ll make sure your voice is included in any future decisions and improvements
  • Keep an eye out for future updates on how your feedback is making a difference!

November’s question asked: What would you like to see happening in your community and would you like to be involved in planning something?

Thank you to the 40 tenants who took part in November- we’re listening!

We’ve listened carefully, and here’s what we heard:

Overall, people want a community that is clean, friendly, safe and full of things to do.  A place where neighbours look out for one another and everyone feels heard. The main topics you mentioned are:

  • Cleaner and safer streets
  • Better repairs and support
  • Community events
  • Children and teen activities

Here’s what we’re doing:

  • We’re looking at all your comments a little closer – thank you for sharing your feedback!
  • For those who are interested in planning something – your coach will be in touch in the New Year
  • We’ll make sure your voice is included in any future decisions and improvements
  • Keep an eye out for future updates on how your feedback is making a difference!

Congratulations to Benjamin from Pontyclun winner of our November prize draw! Your £50 online voucher is on its way.

December’s question asked: What would you like our Scrutiny Panel to shine a spotlight on?

Thank you to the 45 tenants who took part in December- we’re listening!

We’ve listened carefully, and here’s what we heard.

Your top four priority themes are:

  • Dampness and long-term solutions
  • Parking and parking enforcement issues
  • Anti-Social Behaviour
  • Communication 

Alongside the issues raised, many customers also shared positive experiences, and we’d like to thank everyone who took the time to highlight what’s working well too.

Here’s what we’re doing:

  • Sharing your feedback with our colleagues to identify where we can improve
  • Include your feedback in the list of options for our Scrutiny Panel to discuss this year
  • Keep an eye out for future updates on how your feedback is making a difference!

Congratulations to Pauline from Bridgend winner of our December prize draw! Your £50 online voucher is on its way.