Customer satisfaction

We're required to report back to the Regulator of Social Housing on the work we do and what our customers think about it. We're also required to publish that information so that you can see where we're doing well, and where we need to improve. The Regulator calls this information Tenant Satisfaction Measures (TSMs), which have been introduced from 2023/24.

For the data above, 'customers' means those customers in general needs rented accommodation who responded when surveyed. More detailed results including customer satisfaction for low cost home ownership can be found on the link below.

In the report we submit to the Regulator of Social Housing, there are two main aspects covered by the Tenant Satisfaction Measures (TSMs):

• Management information - this covers things like safety checks on buildings, the way we handle reports of anti-social behaviour, and our approach to dealing with complaints.
• Customer satisfaction - our customers are surveyed by an independent organisation, and asked for their views on the services we deliver.

Download our full report to the Regulator of Social Housing [PDF] to see the full figures on how we are performing. 

Download the summary of our surveying approach and questionnaire used. 

Making improvements

These results are a helpful way for us to see where we need to improve our services. Here are some of the improvements we are working on.

Improving our repairs service

67% of customers who have received a repair are satisfied with the overall repairs service

You told us that the speed and quality of our repairs service wasn’t good enough. In response to this, we appointed a new Director of Asset Management to give more focus to our Property Services team, and brought our responsive repairs service in-house, giving us more control. We’re already seeing a positive response to customer satisfaction levels in this area, and we’re keeping a close eye on things to make sure that continues.

Improving our response to your complaints

35% of customers were satisfied with our approach to handling their complaint

You told us that you weren’t satisfied with our approach to handling your complaints, and we knew that this was an area we weren’t performing well in. As a result we’ve created a new Customer Resolution team of specialists to look at resolving your complaints in a timely and helpful way. We’ve seen big improvements in our response time targets already. 

Improving our communal areas

58% of customers were satisfied that their communal areas are clean and well maintained

You told us that you weren’t satisfied with the cleanliness and maintenance in our communal areas. To improve in this area, we’ve started work on a new Communal Services Improvement Plan. This has included creating new Multi-Site Officers to check and improve both our inside and outside shared areas. We’re looking for customers to join us in inspecting our communal areas, so get in touch if this is an area you’re interested in helping us improve in.