You said, we did

Improving our services based on your feedback

April- September 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 616 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 September 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 September 2025, we carried out 616 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 79.9% of respondents are satisfied with the overall services we provide, an increase of 4.1% compared to last year.

Our highest score overall was 85.2% of our customers said we treat them fairly and with respect. Closely followed by satisfaction with our repairs service at 85%, and satisfaction that their home is safe at 84.5%.

Our lowest score was 56.8% of customers were satisfied with how we handle complaints. However, this is a significant improvement of 22.2% compared to last year’s score of 34.6%.

What we're doing well:

Overall, performance has been maintained or improved across all Tenant Satisfaction Measures (TSMs) compared to 2024/25 results. The most significant improvement is in non-emergency repairs completed within timescales, which has increased by 8.7% to 92.2%.

Customer feedback continues to be positive, with many customers highlighting the helpfulness of our staff, the responsiveness of the repairs service, and an overall satisfaction with whg services - with some noting they have had no issues to report.

Areas for improvements:

Some customers reported dissatisfaction with the timescales for repairs. Concerns were also raised about issues caused by other customers or neighbours, including antisocial behaviour and noise nuisance.

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.

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 you are waiting too long for a repair to be completed.

We did: We recruited more skilled trade colleagues, including 10 new ground workers and two new roofers, to help complete more repairs in less time.

We’ve rolled out a new fleet of vehicles, which means less downtime and fewer vans off the road, helping us get to more jobs each day.

We’re monitoring how our teams are split between routine and programmed work, to make sure we have the right people available for all types of repairs.

"We were wary about housing associations due to a really bad experience, but whg so far has been great, really helpful, and repairs are done fast."

Responsible neighbourhood management

You said: You want a neighbourhood service that’s clear, consistent and focused on keeping communal areas clean, safe and well maintained.

We did: We’ve made changes to the way our Neighbourhood Services Team operates, meaning customers can expect a more consistent experience and quicker action when issues arise. This helps us make sure communal areas are clean and well maintained and that every neighbourhood is a safe and pleasant place to live.

"They do a really good job and always clear the mess up." (Comment from our ground maintenance survey)

Respectful and helpful engagement

You said: You wanted more chances to speak directly with us, share your views and understand how your feedback is shaping our services.

We did: We held our first Customer Conference, bringing customers, colleagues and partners together to talk openly about the services that matter most to you. We shared updates on repairs, listened to your ideas for future scrutiny and showed how your feedback has already led to changes.

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.