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 2024/25

We are a not-for-profit registered charity, which means every penny of your rent is reinvested into running our services and maintaining and improving homes.

In total we spent £70.4 million on improving homes in 2024/25, an increase of more than £5 million compared to 2023/24.

An extra £5.1 million was spend on major works which included replacing things like kitchens, bathrooms and roofs. We have also invested more this year in energy efficiency improvements, such as solar PV and insulation.

You said: Some repairs have long waiting times.

We did:

• We changed the way inspections are classified to minimise the number of visits required for a repair, potentially speeding up the process. 

• We restructured our repairs team into geographically divided East and West teams, to reduce travel times and enable technicians to complete more jobs per day.

• We began replacing our aging fleet with new vans, meaning fewer breakdowns and more consistent service visits. Equipped with the right tools and materials, these vans will make jobs smoother and quicker.

You said: You wanted outdoor areas to be better maintained all year round, with more frequent grass cutting, clearing of leaves and cuttings, and a service that is more reliable.

We did: We’ve introduced a new grounds maintenance contract with changes based on your feedback - including more frequent grass cuts and removal of clippings, to help keep shared spaces greener, tidier and well-maintained throughout the year.

You said: You wanted a more reliable, consistent cleaning service that delivers better quality and feels like good value for your service charge.

We did: We’ve made changes to improve the overall standard of cleaning - including longer weekly visits, an annual deep clean, and clearer expectations for contractors - so you can see a more consistent and higher-quality service across all blocks.

A group of customers with lived experience of anti-social behaviour (ASB) shared their views and recommended improvements to how we respond and support those affected.

All 11 recommendations from the Service Improvement Group have been implemented to strengthen our approach to handling ASB and deliver a more supportive service.

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

We did:

• During 2024/25 we completed 71 consultations with more than 3000 customers using the findings to inform service improvements.

• We established the Service Improvement Group (SIG), a group of 11 customers who provide oversight and evaluation of the services provided by whg.

• 20 customers helped shape the interview process for recruiting new whg Board member.

You said: The Aids and Adaptations service process can be unclear, especially around how to access support and what to expect.

We did:

• We updated the policy to make it clearer and easier to understand. We are improving our communication, prioritising urgent cases and making it easier for others to speak to us on your behalf.

You said: You wanted the building safety resident engagement strategy to be more widely accessible and easier to understand.

We did: We reviewed the information to ensure it wasn’t repetitive and added it onto the customer portal, whg website and provided physical copies posted to homes.

You said: Customers who went through the complaints process were not always happy with the process.

We did:

• We contacted a sample of customers who said they were dissatisfied with the complaints service to find out where we could make improvements

• We began reviewing complaints to identify the processes that are directly contributing to customer dissatisfaction. These processes are reviewed alongside individual complaint cases to understand the root cause, identify improvements and agree actions. Since April 2024 we have conducted 11 reviews of complaints to identify where we can improve.