You said, we did

Overall satisfaction

Between April and September 2024, we carried out 618 phone surveys with our customers* through our research partner IFF and the results are in.

(*These include Shared Ownership customers, which are not submitted to the Regulator)

We're delighted to share that 75.9% of the customers surveyed were satisfied with our services overall, an increase of +11.3% compared to the same period last year.

Our highest score overall from the TSMs (Tenant Satisfaction Measures) was 83.5% of our customers said we treat them fairly and with respect.

Our lowest score was only 34.4% of our customers were satisfied with how we handle complaints.

The satisfaction measure for handling complaints is low across all housing providers, at around 33.8%. However, we know that effective resolution of complaints is important to customers, and this is an area we will work hard to improve on.

Where do we need to improve?

Our dissatisfied customers were unhappy with:

We have been working hard to reduce the number of repairs we have in progress. These efforts have improved how quickly we can respond to and complete repairs. In September 80.2% of routine repairs were carried out within our timescales, compared to 52.7% in the same month last year. We’re also really pleased that 4 out of 5 customers (80.3%) are satisfied with our overall repairs service.

We’ve changed how we classify inspections to reduce the number of times a tradesperson needs to visit a property. By reducing the number of inspections, we’re able to focus more on getting repairs done faster and improving first-time fixes. This helps get the job done in one visit, saving time and improving the overall service.

This change, introduced in February 2024, has already led to a 34% reduction in inspections compared to the same period last year.

Our Grounds Maintenance contract is currently being reviewed and we hope to share an update in the new year.

Thank you to all customers for your ongoing feedback which is supporting us to continually improve our services.

You said, we did

You said: Sometimes we respond to reports of pest infestations too slowly.

We did: We appointed a new contractor with more flexibility and availability to reduce delays in resolving issues for customers.

We also introduced a new system so that surveyors can update customer records while on site.

You said:  Sometimes homes accepted by new customers have poorly maintained gardens that do not meet their expectations.

We did: Our current contract ends in January 2025. The new contract will have better performance measures and clearer requirements, with customers helping us review the proposals.

We shared what we've learned from recent feedback with the team in charge of property management to help improve processes in the future.

How helpful was this report?

Let us know if this report was helpful and we'll keep doing more (or less) of the same to keep you updated about our TSM scores.