On this page, you’ll find examples of the changes Hive members have helped shape through their feedback and responses to surveys and consultations.

It includes Hive member feedback and the actions we’ve taken in response from October 2024 to February 2025.

We’ll share updates every quarter and add past examples at the bottom of this page.

Examples of how we've responded to Hive member feedback

Life Through Your Lens Survey Questionnaire:

  • Date: October 2024
  • Customer responses: 66

Survey overview: We asked HIVE users for feedback on our draft “Life Through Your Lens” survey, designed to help us understand our customers better.

You Said: Users highlighted that certain questions were unclear, overly direct or lacked inclusivity.

We did: We’ve revised the language to make it clearer, more respectful and easier to understand.

Contact Centre Customer Satisfaction

  • Date: November 2024
  • Customer responses: 43

Survey overview: Each year, we run a short survey with HIVE members to understand their satisfaction following a recent interaction with the Alliance Homes’ Contact Centre (ACT). The survey includes questions about customer experience, such as: how long it takes to get through to an adviser.

Survey outcomes: We’re pleased to report a significant improvement in satisfaction levels.

  • 77% reported waiting three minutes or less to speak to an adviser.
  • 88% said that they were satisfied with the time it took to get through.

Sustainability Strategy

  •  Date: November 2024
  • Customer responses: 71

Survey overview: As part our Plan A 2.0 strategic focus to be a “Green and Ethical Business”, we asked HIVE members to share their views on sustainable communities and how can Alliance Homes can create an environment that helps people to reduce their environmental impact. The feedback was used to influence Alliance Homes’ Sustainability Strategy.

You said: Sustainability matters to you, but clearer language and more learning opportunities would help increase engagement.

We did: In response, we have:

  • Simplified terminology and added explanations for terms like retrofit and net zero to improve accessibility
  • Launched a trail project to educate customers on optimising their heating system for better efficiency.

In March 2025, we published our Sustainability Strategy, incorporating Hive member feedback. You can read the strategy document here.

Alliance Homes’ Charity of the Year 2025

  • Date: December 2024
  • Customer responses: 101

Survey overview: Alliance Homes invited customers and colleagues to help choose their Charity of the Year.

Survey outcomes:  The charity, Somewhere to Go, was chosen as the Charity of the Year after combining votes from both customers and colleagues. We officially announced the winning charity in February 2025.

Debt Management Policy Feedback

  • Date: February 2025
  • Customer responses: 63

Survey overview: We sought feedback on the revised Debt Management Policy.

You Said: Hive members said that the policy was generally fair and written a way that treats customers with respect. However, they said:

  • the language could be simplified further
  • the structure of the clauses could be improvement to enhance clarity and engagement.

We Did: In response to this feedback:

  • We updated the document using Plain English to make it easier to read and understand.
  • Improve the structure of the policy.

The updated Debt Management Policy is now published and can be read here.

Community Together Grants

Survey overview: As part of our annual Communities Together Grants, HIVE users were invited to give their feedback on grant applications over £5,000.

Survey outcome: HIVE users decided to award Nailsea & District Community Transport £6,760 in grant funding.

Through the Communities Together Grants, we awarded £31,702 in funding in 2025. A full list of successful grant applications can be found here.