Our Promise to you

Keeping you informed is a priority

To help keep your voice at the heart of everything we do, through the merger with Melin and beyond, we invited all customers to apply to join our new Joint Customer Panel.

This panel is made up of 12 representative residents and leaseholders from both Newport City Homes and Melin.

Panel members have been working with us to help make important decisions and ensure that your views are heard.

The panel worked with us on our survey of all Newport City Homes and Melin customers and residents to understand what was most important to you. This feedback was used to create Our Promise to You, which explains what you can expect from us. It means you can hold us accountable and put your trust in the services provided by the newly merged organisation.

You can read the full promise here. It is made up of four main commitments:

Our homes will be safe, warm and affordable

Keeping you safe and secure at home, delivering a reliable repairs service at an affordable rent.

We will help local communities to thrive

Helping you stay safe and connected so that you can play a full and active part in your community

Your Voice will be at the heart of everything that we do

Listening to what you tell us to continually improve our service

We will support you to live in a home that meets your needs

Helping to make sure your home is right for you.

Your feedback told us that the promise accurately reflected your priorities for the new organisation, with 1,750 survey responses received earlier this summer from Newport City Homes and Melin customers and residents.

Shelley McGuire, Chair of the Joint Customer Panel said:

“I was very excited to hear just how much thought and focus has gone into making sure the merger has residents’ interests at its core. There is a lot of hard work ahead, but I am excited about Our Promise to You, which sets out the benefits the new organisation can bring to residents of both associations.”

What’s next?

We’re working hard behind the scenes to prepare for the merger, which we aim to complete by Spring 2025.

The Joint Customer Panel will continue to play a key role in making sure we deliver on our promises. We will continue to engage regularly with you, before and after the merger, to help shape future strategy and service delivery.

We’re thrilled that the Joint Customer Panel has been shortlisted for the ‘Excellence in Tenant Scrutiny’ category at the Welsh Housing Awards to be held in December this year. We’re up against some tough competition, but we hope our customers and residents will receive national recognition for all the hard work they’re doing