You said, we did

Overall satisfaction

Between April and June 2024, we carried out 309 phone surveys with our customers through our research partner IFF. A big thanks to everyone who took our calls and provided feedback.

We're delighted to share that 76.4% of our customers were satisfied with our services overall between April and June 2024 - an increase of almost 8% compared to the last quarter.

Our highest score overall from the TSMs (Tenant Satisfaction Measures) was 83.6% of our customers felt their home was safe.

Our lowest score was for how we handle complaints, which came in at 38.5% satisfaction. This satisfaction measure is low across all housing associations, 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 are working hard to address these issues and improve our service to you. Investment in our repairs service has seen timescales improve significantly over the last year, and customer satisfaction with completed repairs is now at 94.5%.

We continue to work with customers on ASB service improvements following a successful customer workshop earlier in the year. This project has already resulted in positive changes to how we communicate with customers after they have reported ASB, and a programme of community events like litter picks and skip days which can help to support clean and welcoming neighbourhoods.

Our Grounds Maintenance contract is currently being reviewed and we heard from more than 1000 customers on our consultation for the new Customer and Communities strategy. Your feedback will help to shape the requirements for the new contract and ensure we are providing a good service that customers are happy with.

Thank you to all customers for your ongoing feedback and patience while we continue to improve our services.

You said, we did

You said:

"Sometimes it takes too long to consider requests for home adaptations."

We did:

· We improved the way we record requests for Disabled Facilities Grants.

· We are working with the local council and occupational therapy to better streamline the process of applying for home adaptations.

You said:

"Sometimes homes accepted by new customers do not meet their expectations."

We did:

· We have published our lettings standards, detailing what customers can expect regarding their home’s condition when they move in.

· We are working to establish timescales and guidance for choosing a new home and responding to offers of tenancy.