VIVID puts customer feedback and influence central to driving progress in homes and services
Residents across the South are seeing continued improvement and investment in their homes and services as housing association VIVID places customer feedback and influence at the centre of its work, according to its latest Annual Review.
The 2025 - 26 review highlights how the organisation is using customer insight, data and digital tools to deliver better day-to-day services for the 84,000 people living in its homes across the region.
Listening to customers and acting on what matters most has been a major focus over the past year. By combining customer feedback with data and predictive technology, VIVID says it is spotting issues earlier and resolving them faster - helping to prevent problems before they escalate.
This is already making a difference. Customer satisfaction with repairs services has reached 8.7 out of 10, while the need for repeat visits to do repairs to people’s homes has fallen significantly.
Customers have also played a direct role in shaping how services are delivered. Over the last year, customers have given more than 3,200 hours of their time to help improve policies, service standards and communications - ensuring services better reflect local needs and experiences.
Alongside service improvements, VIVID has continued to invest heavily in homes and communities across the region. Over the past year, it invested £95.9 million in maintaining and improving existing homes and built 1,549 new homes to help meet local housing demand.
Mark Perry, Chief Executive of VIVID, said: “Our focus is important: listen to our customers, understand what matters most, and act on it. The changes we’re making are about improving everyday experiences for customers, including quicker repairs, better communication and more consistent, reliable services.”
“We know there’s always more to do, but by working closely with our customers and making better use of data and technology, we’re seeing real progress and making a positive difference in our communities.”
VIVID’s work has also been recognised nationally, including winning a Housing Technology award for its use of AI to improve services and achieving Tpas accreditation for customer influence for a second year running. The organisation has also introduced a new learning programme for all colleagues, designed to ensure a consistent, high standard of customer service in every interaction with customers.