We’re thrilled to share that ateb has been recognised at the TPAS Cymru Good Practice Awards 2025 for Involving Tenants in Designing or Reviewing Services, finishing in the top three – and it’s all thanks to the amazing involvement of nearly 300 of our customers.

This recognition celebrates the collaborative work that went into shaping improvements to the my ateb account (maa), our customer portal. From reporting repairs to checking appointments and getting self-help advice, maa is now easier to use and more empowering than ever, and that’s because so many of you helped shape it.

Customers took part in feedback sessions, focus groups, and one-to-one support visits, helping us test, tweak and improve the service. We saw the number of portal users rise by over 20%, with repair requests, general enquiries and login rates all seeing a big boost too. One customer even used our self-help guide to fix a neighbour’s radiator – without needing to call us.

This category was so popular it was split into two separate awards, so we’re proud to have placed among such strong competition. Special thanks to the core team behind the work – Ailinor Evans, Jane Nutland, Ruth Preece, Jaydie Davies, Andrew Jenkins, Tom Waters, and Lyndsey Defoe – and to every single customer who took part.

Your voice really made the difference.

Published: 04/07/2025