Survey to measure customer satisfaction
We’re calling around 1,000 customers from 17 to 31 March 2025 to hear your feedback about our service.
Customer feedback is very important to us. In 2023, the Regulator of Social Housing introduced a new way to measure how customers feel about their landlords, called Tenant Satisfaction Measures.
What are the Tenant Satisfaction Measures?
Tenant Satisfaction Measures give social housing customers a way to compare their landlord’s performance against others and hold them to account.
There are 22 measures in total and they are split into two parts:
- 10 performance measures collected through management performance information.
- 12 customer perception survey measures collected through surveying customers directly.
It covers the following key areas:
- Overall satisfaction
- Keeping homes in good order
- Maintaining building safety
- Safety checks
- Respectful and helpful engagement
- Effective handling of complaints/antisocial behaviour (ASB)
- Responsible neighbourhood management.
How we’re surveying customers
We’ve commissioned HouseMark and Service Insights to survey our customers for us.
From 17 to 31 March 2025, they’ll be contacting a selection of customers at random and inviting them to participate in the survey. We expect around 1,000 customers will get a survey call.
If you’re contacted, we would really appreciate you taking the time to answer the survey. It shouldn’t take more than ten minutes, and your responses are really important to us.
The call will come from a Nottingham area code (0115) and if you can’t answer they will leave a message or try again another time.
What will happen to the responses?
The responses will be collected by NCHA and used to drive service improvements. Annually, they’ll be submitted to the Regulator of Social Housing who will track the sector's performance to see where improvements can be made.
We’ll publish our results on our website and highlight what action we’ll be taking to ensure that we’re improving the services that we offer you.
Some key actions of what we’ve done as a result of previous survey feedback include:
- Creation of a new centralised Customer Resolution team (complaints management)
- Brought our repairs service in-house to deliver a better service
- Restructured our Scheme Manager service to enable them to undertake small repair jobs in communal areas.
What if I’m not contacted?
If you’re not contacted to be a part of this survey, we still welcome your feedback.
