The review examined the customer journey from the point a property becomes vacant through to the commencement of a new tenancy.

Recommendations from tenant members directly influenced a number of improvements, including the introduction of a new Lettable Standard which clearly sets out the condition and quality customers can expect when moving into a Bridgewater home.

The revised approach aims to improve consistency, transparency and communication for customers while supporting the efficient turnaround of empty homes. The changes will help ensure that properties are ready for new tenants more quickly and that expectations are clear from the outset of the tenancy.

Andy Thomson, chief executive officer, said: “This review demonstrates the value of meaningful tenant involvement. Our Service Improvement Group has examined the customer journey in detail and their recommendations have directly shaped improvements to how we manage empty homes and support new tenants.

“The new Lettable Standard provides greater clarity and consistency, helping customers understand exactly what they can expect when moving into a Bridgewater home.”

A member of the Service Improvement Group said: “I am proud to be part of a group that has helped shape meaningful improvements to both the Void Management Policy and the Lettable Standard. These changes will benefit both current and future tenants and demonstrate the value of listening to customers and working together to improve services.”

The review reflects Bridgewater’s commitment to putting customers at the centre of decision-making and aligns with the Association’s Purpose, Way, Impact framework by improving customer outcomes, supporting continuous improvement and strengthening accountability. We would like to thank the SIG members for their valuable time and input.

Tenants and other customers interested in helping shape services are encouraged to find out more about participation opportunities through the Association.