Customer Consultations

We want to make it easier for you to give us feedback and insight on our services and policies. We’ve developed a customer consultation plan called ‘Your Service, Your Say’. This will give you the opportunity to help shape our policies, and it ensures that the services we deliver are fair, accessible, and put you first.

We consult on a wide range of subjects and issues. This helps us guarantee that any improvements we make to our policies and service put take your views and experiences into account. We’re especially interested to hear from you if you’ve had direct experience of a particular service and can give us feedback based on what you thought of it. Was the policy clear? Did you have any particular difficulties?

We publish consultations regularly, whenever there’s a policy review that could use some input from you or where a proposed change to a service might have an impact on you.

Current Consultations

  • Leaseholder Policy (new)
  • Domestic Abuse Policy (review)
  • Grounds Maintenance and Garden Maintenance Scheme (feedback)

All surveys close on 5 July 2019.

Leaseholder Policy - new

The lease is a legal document that is agreed between Derby City Council (The Landlord) and the leaseholder. It sets out the rights and the duties of both parties in the lease.

At the moment, Derby Homes do not have a policy regarding leaseholders and the lease. In this consultation we are asking leaseholders to help us provide information they would like to see in the policy and information on the services they receive.

Domestic Abuse Policy review

Domestic abuse will not be tolerated in Derby Homes' properties.

We have a policy that sets out how we ensure that staff understand and give a consistent service towards domestic abuse. We are reviewing this policy and would like to hear your thoughts on whether you agree with its aims and how we have strengthened it.

In particular, we would like you to tell us what you think our commitments on how we provide support in domestic abuse situations, the actions we will take, how we work with partners and how we communicate awareness of the issues and support available.

Before completing the survey, have a read through the full policy document on this page.

Grounds Maintenance and Garden Maintenance Scheme

Our Grounds Maintenance contract maintains all the green areas of housing land and includes work like grass cutting and upkeep of communal garden areas. Read more on our Estate Management page.

Derby Homes Garden Maintenance Scheme is intended to help our customers, who don’t have anyone who can help to do the gardening for them. If you pay for this service, there is a specification which sets out the responsibility of Derby Homes and what the customer can expect from us. We are asking if you are aware of the contract, how it operates and if the specification is useful. Read more on our Garden Maintenance Scheme page.

We also have in the survey an opportunity for you to join a working group to discuss the specification in more detail with us, and help shape what the future service will look like.

Recent Consultations

  • Pets Policy
  • Discretionary Allocation Policy
  • Home Release Policy
  • Rechargeable Repairs Policy
  • Crowding and Space Hazards Policy

The final policies and reports for all consultations can be found in the papers for our Operational Board, available on our Committee Meeting Information Site. We also report on the outcomes of consultations in our newsletter.

Got something else on your mind? Tell us at hub@derbyhomes.org