You said, we did

How we measure customer satisfaction

We measure our performance against Tenant Satisfaction Measures (TSMs).

TSMs have been introduced by the Regulator of Social Housing to assess how well housing providers like us are doing at providing good quality homes and services. They show you how we compare to other social landlords and also help us understand where we need to improve.

We measure our performance against these TSMs by carrying out surveys with customers and asking you how you feel about us as a landlord. The results are sent to the regulator who publishes all the results in Autumn.

We will also share the results here every three months so you know how we are doing.

How each £1 of your rent was spent in 2023/24

As a non-profit business, we spend your rent on improving homes, running our housing services and supporting our communities and neighbourhoods.

The largest portion of your rent was spent on repairing, servicing and improving homes.

In total we spent £65.1m on improving homes in 2023/24.

You said: Some repairs have longer waiting times

We did:

• We invested an additional £5m and recruited 20 additional repair colleagues to reduce wait times.

• We introduced a new ‘Repairs Booster Team’ who can complete all repairs in a single visit.

You said: Sometimes you have to wait a long time for a window or glazing repair

We did:

• We recruited four dedicated glazing specialists responsible for measuring and fitting.

• We changed our process to ensure the right windows are available at the right time for fitters. 

You said: We need to do more to tackle antisocial behaviour (ASB).

We did:

• We invested £1.1m to upgrade our CCTV cameras across our neighbourhoods, enabling us to better identify incidents of ASB, criminality and fly-tipping.

• We ran specialist training for colleagues to help them deal with ASB reports more effectively.

• We asked customers to help us design an improved service offer that better meets their expectations.

Thank you to all of the customers who have provided feedback and helped to scrutinise our ASB service so we can continue to improve. 

You said: Sometimes you're waiting too long for us to answer your enquiry.

We did:

• We recruited more customer service advisors to help you.

• We changed the way we do things so that we can respond to you quickly no matter how you get in contact with us.

• We are also looking at more ways we can make it quicker and easier for you to get in contact. 

• We have reduced our average call waiting time from 12 minutes (March 23 to March 24) to 9 minutes in April 2024.

• We launched new telephony technology to support our team. Average wait times are now under four minutes.

You said: You wanted more ways to get involved and help shape our services.

We did:

• We created a menu of engagement so that you can get involved as much or as little as you want. Including our new online engagement platform, 'the loop' where you can have your say on the go, anytime, anywhere.

• Customers were involved in decision making right up to Board level and helped to develop our Customer Voice strategy as well as shape our new Damp, Mould and Condensation Policy.