Facebook page closure

Hastoe closed its Facebook page on the afternoon of Thursday, 17 July 2025.

This decision was taken after careful consideration, and we have made sure residents continue to have many ways in which they can share their feedback and to get actively involved in all areas of our business.

We have explained the decision in more detail below.

Why have we taken this decision?

This residents’ group was set up in March 2015. It was originally intended as a social channel to facilitate the sharing of ideas, information and activities between residents and for Hastoe to share news of service changes, improvements and developments.

Although we have encouraged the channel to be used in this way, the group has almost always been used to raise complaints about specific repairs. Facebook has never been the appropriate channel to raise these issues; we have a number of other formal channels to report or follow up repairs and other issues such as online via MyHastoe or by calling our Customer Service Centre.

In October 2024, we ran a survey amongst residents to gauge interest in the page and to consider whether it could be used differently. We promoted the survey to all tenants via our tenant e-newsletter and on our Facebook page. The full results are available here.

At the end of January 2025 we reviewed the purpose and rules of engagement on this page, in an effort to clarify and recover its original purpose as a place to share information and ideas between residents and Hastoe.

Since this relaunch, the page has continued to only be used to raise issues that have already been reported through our formal channels and which are already being managed.

As the use of this page still does not match its original purpose, and only duplicates reported issues, we have decided to close it and refocus our resources on the channels and forums where we can listen and respond to your feedback most effectively. This will enable our Customer Service Team to provide additional support where needed for all of our residents.

How to get in touch with us

Our residents’ views, experiences and feedback are extremely important to us. They help us shape the services we offer and to reassess our policies and processes.

In the 10 years since we launched this Facebook group, our other communication and engagement channels have evolved and improved, making it easier for customers to provide feedback and simplifying our systems for reporting repairs and other issues.

We want every resident to feel valued, heard and included. The below options are all more effective ways than Facebook to raise a repair, share your feedback, and ensure your views are heard and responded to by the right members of our team.

MyHastoe enables residents to report issues online, and this is the main way we encourage residents to contact us. If you haven’t already done so, please register here.
- There are a number of how-to video guides on this webpage, covering: how to register for a MyHastoe account; the main features available on MyHastoe; and how to recover your account if you’ve forgotten your username or password.
Our website is a principal source of information, with regular news and updates.
We send a bi-monthly e-newsletter for tenants. A similar newsletter has been recently introduced for homeowners, in March 2025.
We have invested in our phone service, recruited and trained more Customer Advisors, and we now have more people working on the phones at the busiest times of the week.
We send text messages about a range of topics, often to gather your views on key issues.
There are opportunities throughout the year to talk to our senior managers and Board Members (phone days, resident/Board meetings and drop-in days, amongst others).
We have bolstered the role of the Resident Representatives (formerly Resident Champions) and have increased the number of scrutiny and focus groups available for residents to join.