Local affordable homes

Prepare for the unexpected

Selwood Housing insures your home as part of your tenancy agreement, but this does not cover your home contents and personal belongings from being damaged, broken or stolen, such as: 

• furniture
• carpets, curtains and bedding
• clothes and jewellery
• electrical devices
• pictures and ornaments.

Home contents insurance is designed to help protect your possessions. No matter how careful you are, there is always a risk that your possessions could be broken, damaged or stolen.

If you don’t currently have any home contents insurance, it’s worth considering whether you need it, as it can help you meet the cost of repairing or replacing your belongings after an insured event. 

Selwood Housing have partnered with Thistle Tenant Risks to offer a home contents insurance policy which provides cover for damage to your home contents in events such as fire, theft, flood, and water damage.

Unlike many other contents insurance schemes there is no excess to pay in the event of a claim, and premiums can be paid alongside your rent.

Optional extensions such as extended accidental damage, wheelchairs, hearing aids and personal possessions cover (for items away from the home) are available for an additional premium. Other benefits include installing new locks for outside doors and windows if keys are lost or stolen and cover for the contents of your fridge and freezer up to £500 (excluding damage caused if the electricity supplier deliberately cuts off the supply to your home).

If you'd like to know more, to make an informed decision, you can find all the details on our website including a customer information pack and application form. Terms, conditions, limits and exclusions apply. For more information about our policy, please refer to the insurance product information document (IPID) and policy wording which is also available on our website. 

Selwood Housing in partnership with Thistle Insurance Services Limited. Thistle Tenant Risks is a trading style of Thistle Insurance Services Limited. Thistle Insurance Services Limited is authorised and regulated by the Financial Conduct Authority Firm Reference Number 310419. Registered in England under No. 00338645. Registered office: Rossington’s Business Park, West Carr Road, Retford, Nottinghamshire, DN22 7SW. Thistle Insurance Services Ltd is part of the PIB Group. Our Privacy Policy: www.thistleinsurance.co.uk/Privacy-Policy. FP26020

Start the new year by getting involved

Thank you to all customers who have in the past reviewed and provided valuable feedback on our repairs service and procedures. Your comments and suggestions have helped us create a new repairs policy.

We would now like to invite our customers to join us to review the draft of this new policy. Our goal is to ensure it is easy to understand, and clearly explains our repairs service to customers. 

Focus group details:

Date: Friday 13 February 2026

Time: 10am – 12pm (arrive 9.45am)

Location: Selwood Housing office, Bryer Ash Business Park, Trowbridge, BA14 8RT

No experience or qualifications are needed to join our focus groups, and as a thank you for your time, you will receive a gift, such as a shopping voucher.

To register your interest, please click the button below and in the first line of the form enter ‘repairs policy'. If you’re not able to make this, we have regular opportunities, so please sign up to our ‘make a difference’ newsletter to hear about other opportunities to have your say.

Recruiting customer board members soon!

In the next few weeks, all customers will receive a letter sharing details on our recruitment process for new customer board members. We will soon have two positions available. As a board member you will be paid an annual fee, and the time involved is roughly 10 hours a month. All board members are appointed for three years, subject to successfully completing a probation period. 

Please note that if you are in receipt of benefits this payment may affect them, so you will need to ensure that you are aware of this or seek advice before making an application.

The letter will include information on how to find out more through taster sessions and the next steps if you’re interested. Visit our website to find out more about our current board of directors. We look forward to hearing from you soon! 

Satisfaction surveys

Listening to our customers is an essential part of improving and delivering our services. We ask for your feedback in several ways.  

When you receive a repair or other service from us, our Rant & Rave SMS survey is sent to you automatically. This has two quick questions: a satisfaction score and the reason why you gave the score, in your own words.  

Your response helps us understand how we’re doing and areas where we could improve. From October through to December last year, we received 1330 items of feedback. Of this, 93.98% was positive - an increase of 2% from the previous quarter. November was the highest scoring month, with an overall satisfaction score of 4.80/5.00. One customer said, "Nothing is too much trouble for your staff. They are very helpful."

We also run quarterly customer perception surveys by phone to understand what customers think of our homes and services. In our last survey, 89% of customers were satisfied that we provided a well-maintained home and that their home was safe. Our communal areas also received positive feedback, with 94% of customers happy that the areas are kept clean and well-maintained.

We found that 68% of customers were satisfied with how we handle complaints. This is a 21% improvement and our best score yet! While this is a great achievement, we are looking to continue this improvement, and your feedback helps us to keep learning and building on this success.

As with the last survey, customers are still less satisfied with how we deal with antisocial behaviour (65%) and though customers being 'treated fairly and with respect' has dipped slightly, it is still a strong 88% positive. Once again, your feedback provides valuable input in how we can improve and shape our services, so thank you for taking the time to respond. 

Next survey dates 

If you’ve given us feedback via Rant & Rave or a phone survey, thank you! Your participation is hugely valued.  

Our next quarterly survey begins in late February/early March and is carried out by market research company Acuity on our behalf. If you are one of the customers contacted to take part, we’d really appreciate your honest feedback. 

What number to look out for? 

If you receive a call from Acuity, the number displayed will be 01225 535021. 

When might I be called?  

Acuity make calls between 9am and 8pm, Monday to Friday, and between 10am and 6pm on Saturday.

If you have any questions about these surveys, please contact customer support on 01225 715715.

If for any reason you are unsatisfied with our services, please read our complaints process, which includes information on what a complaint is, and how we learn from them. You can contact us to complain via customer support on 01225 715715, email info@selwoodhousing.com, or write to us at Selwood Housing, Bryer Ash Business Park, Bradford Road, Trowbridge, BA14 8RT.

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