Plus a thank you to our customers
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A year of community spirit in our priority neighbourhoods |
Over the last year, we've been working with customers and local partners to make our priority neighbourhoods even better places to live. Across seven neighbourhoods in Trowbridge, we've organised community events, supported local initiatives and created opportunities for residents to come together, share ideas and make a difference in their local area.
From our Love Your Garden competition and family fun days to community tea parties and estate clearance events, it's been fantastic to see residents getting involved and helping to strengthen their neighbourhoods. We've also worked alongside local organisations, including food banks, to provide practical support and build stronger community connections.
A huge thank you to everyone who has attended an event, shared feedback or volunteered their time. By working together, we're helping to create neighbourhoods that are cleaner, greener, safer and more connected for everyone. If you would like to find out more, check out the highlights on our website.
Looking ahead
We're pleased to confirm the locations for our next phase in the Priority Neighbourhoods project as Winsley (including villages), Bath and North East Somerset, Salisbury and Wylye Valley, with Bradford on Avon set to be our flagship area. We'll be working closely with customers, community groups and local organisations, including schools, food banks and town councils, to understand local priorities and deliver improvements that matter most to residents.
The programme will focus on issues identified within each area, and find ways to strengthen communities and support local people. We're excited to see this project take shape and make a positive difference in these neighbourhoods. As activities and opportunities develop, we'll keep residents updated along the way. For more information, please get in touch with the neighbourhoods team. |
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Damp and mould? We're here to help | At Selwood Housing, we want every customer to live in a home that is safe, well maintained, warm and dry. That's why we take reports of damp and mould seriously and encourage customers to get in touch as soon as they notice a problem.
While serious cases of damp and mould are rare across our homes, we know that even small signs of damp, mould or excess condensation can become bigger issues if they're not dealt with early. Damp and condensation can happen in any home and are often linked to everyday activities such as cooking, showering and drying clothes indoors. Simple steps like using extractor fans, keeping trickle vents open and allowing fresh air to circulate can help reduce the risk.
If you notice damp patches, mould growth, condensation on windows or a musty smell, please don’t wait to tell us. We will review the information you provide, assess the issue and make sure it is directed to the right team. Depending on the circumstances, this may involve our repairs team or specialist damp and mould colleagues. We may arrange an inspection, repairs, mould treatment, improvements to ventilation or other measures to help resolve the issue.
The sooner you report a problem, the sooner we can help. Reporting concerns early allows us to identify any underlying issues, carry out any necessary repairs and prevent problems from getting worse.
You can report damp and mould by calling us on 01225 715 715 or by completing the repair form on our website. We will ask you to send photos to help us understand the issue and provide the right support as quickly as possible.
Find out more about damp and mould, what to look out for and how to report a concern by clicking the button below.
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Learning from complaints |
When we receive complaints, we see this as an opportunity to learn and improve the services we provide for all our customers. We publish these learnings in our annual complaints and compliments report, alongside information about disrepair claims and service improvements.
During the year, we were pleased to see complaints decrease by 3% overall. However, customer satisfaction with our approach to handling complaints increased by 3%. As a direct result of learning from complaints in 2025-26:
We reviewed and updated some of our policies to make our responsibilities clearer and to ensure our services are delivered more consistently. This includes improvements to how we manage trees, community safety, and antisocial behaviour.
We strengthened our repairs process to help get repairs right first time. This includes better checks on completed work, improved planning, and closer monitoring of contractors to reduce repeat visits.
We improved the way we communicate with customers by providing clearer appointment updates and explanations of our decisions. We also increased staff training so we can better support customers with additional needs and ensure everyone is treated fairly and respectfully.
Our complaints process follows the Housing Ombudsman’s complaint handling code, and our 2026 self-assessment shows how well we are meeting its requirements.
Your feedback helps us improve our services and making a complaint won’t affect your tenancy.
Find out more about the complaints process on our website or email complaints@selwoodhousing.com.
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Our commitment to customers |
Selwood Housing adopted the Together with tenants charter in 2019 to help strengthen its relationship with customers. The charter was co-designed by the National Housing Federation and social housing residents, and sets out seven key themes that landlords are encouraged to work towards. These themes are reflected in our customer involvement and communities strategy.
Click here to find out more about how Selwood Housing commit to the Together with tenants charter.
We pride ourselves on giving opportunities to listen to and value our customers’ voices. The customer scrutiny team, who are an independent group of customers, ensure we are continuously meeting the Together with tenant commitments by reviewing our progress every three months.
Click below to read Selwood Housing’s progress on the Together with tenants charter during 2025 and 2026. |
| Together with tenants 2025-26 summary
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Thank you lunch | A huge thank you to all the customers who joined us for our recent customer involvement thank you lunch. It was a fantastic afternoon, bringing customers and staff together to share ideas, gather feedback and talk about how we can keep improving our services.
Alongside some great conversations, everyone enjoyed a delicious lunch and the chance to connect with one another.
If you'd like to have a say in the services you receive and help make a difference in your communities, we'd love to hear from you.
Click the button below to find out more about getting involved.
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| Get involved
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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, such as furniture, carpets, clothing, jewellery and electrical items, from being damaged, broken or stolen.
We've partnered with Thistle Tenant Risks to offer an affordable home contents insurance policy, helping protect your belongings against events such as fire, theft, flood and water damage. There's no excess to pay if you make a claim, and premiums can be paid alongside your rent.
Find out more, including policy details and how to apply, by clicking the button below. Terms, conditions, limits and exclusions apply.
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| Contents insurance
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Keep warm and save money this autumn |
As the weather starts to cool down, many of us will be turning the heating back on. A few small changes around your home can help you stay warm while keeping energy bills under control. Setting your thermostat between 18°C and 21°C, keeping radiators clear of furniture and washing, switching off appliances instead of leaving them on standby, and using draught excluders are all simple ways to reduce energy use and save money. Visit our website to find out more practical tips.
If you're worried about paying your bills this autumn and winter, please don't struggle alone. Speak to your account manager as soon as possible. We may be able to help and can talk you through the support available, including grants, benefits and other financial assistance.
It's also worth taking a look at Ofgem's support information. If you're struggling with energy costs, your supplier may be able to offer payment plans, payment breaks, help through hardship funds, or support with paying off energy debt. Ofgem also signposts to government schemes, local council support, debt advice services and Citizens Advice, where you can get free, independent guidance on managing bills and finding the help you're entitled to.
For more information, visit our money advice page. Whether you're looking for ways to cut costs or need a bit of extra support, you'll find helpful advice and useful links to organisations that can help. |
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