You said, we did

Improving our services based on your feedback

April - June 2025

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.

About our TSM Survey

We received 308 survey responses from customers in Low Cost Rental Accommodation (LCRA) and shared owners, otherwise known as Low Cost Home Ownership (LCHO) between April 2025 and June 2025.

The number of surveys is linked to the number of homes we own, and help ensure the results are reliable and accurate. Following official guidelines, we don’t currently include Low Cost Home Ownership (LCHO) customers in the data we send to the Regulator of Social Housing, but we include them here because its important to understand the experience of both customer types.

We ensure our survey sample represents our customer base by including feedback from customers across different property types, areas, ages, ethnicities and genders.

We appointed an independent consultancy, IFF Research, to collect and analyse our TSM responses.

IFF conducted 100% of the surveys by phone.

Overall satisfaction

Between April and June 2025, we carried out 308 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)

Results from the TSM survey indicate that 82.5% of respondents are satisfied with the overall services we provide, an increase of 6.7% compared to last year.

Our highest score overall was 86.8% of our customers said we treat them fairly and with respect.

Our lowest score was 64.4% of our customers were satisfied with how we handle complaints. However, this is an significant improvement of 25.9% compared to last year’s score of 38.5%

What we're doing well:

Overall, customer service feedback across our organisation was positive, particularly for our repairs teams and maintenance contractor. Customers also noted satisfaction with the quality of repairs and the timeliness of completion.

Areas for improvements:

Some customers reported dissatisfaction with delays in repairs and the condition of communal areas, such as grass cutting. Concerns were also raised from customers about anti-social behaviour in their neighbourhood.

We are working hard to address these issues and improve our service to you. We know we don’t always get things right and when that happens we want to sort it out.

Thank you for your ongoing feedback which continues to help us reshape our services.

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.

Keeping properties in good repair

*Target timescales for repairs: Emergency: 24 hours, Urgent: 3 working days, Routine: 32 working days (45 calendar days), Programmed 65 working days (90 calendar days)

You said: Sometimes it takes too long to get a repairs appointment

We did: We recruited 18 new Trade Colleagues and three additional Surveyors. This means we can respond to repairs quicker and reduce waiting times for appointments.

We did: We modernised the codes which tell us what materials are needed, and how long a job should take. This update will help us improve first-time fix rates and reduce follow-up appointments.

"Since I've moved in, when I've had a problem they've come straight out to be honest."

Responsible neighbourhood management

You said: You wanted clearer information on antisocial behaviour (ASB), how to report it, the help available and the consequences for those responsible.

We did: During ASB Awareness Week we shared clear advice on recognising and reporting ASB, along with details of the support available. This included a new video which we included in our monthly email newsletter, on our website and on social media.

"Very impressed that after the grass was cut, they used the blower on the paths to clean the grass cuttings. Keep up the good work."

Respectful and helpful engagement

You said: You wanted more opportunities to share your views and see them acted on.

We did: We renewed our membership with Tpas - England’s leading tenant engagement experts - for another year. This keeps us connected to national best practice, offers more chances for you to get involved and supports our Service Improvement Group to review services and make recommendations on your behalf.

Maintaining building safety

You said: We want to be kept informed when lifts break down.

We did: We introduced a new lift communication process to keep you updated.

Now, if a lift in your block breaks down, you’ll receive SMS updates with information on the issue, progress updates and a message when the lift is fixed and back in service.

You said: We’d like more information on fire safety and how you keep us safe.

We did: We’ve put more information on fire safety on digital screens, notice boards, the portal and our website.

Home safety page