You said, we did

Overall satisfaction

Between April and December 2024, we carried out 926 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)

We're delighted to share that 75.7% of the customers surveyed were satisfied with our services overall, an increase of +8% compared to the same period last year.

Our highest score overall was 83.3% of our customers said we treat them fairly and with respect.

Our lowest score was only 34.2% of our customers were satisfied with how we handle complaints.

The satisfaction measure for handling complaints is low across all housing providers, 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’ve made changes to our teams to handle repairs more efficiently, separating teams for different types of work. This means quicker and more accurate responses to both emergency and planned repairs.

Our dedicated Response Repairs Team, which was introduced in November, has helped reduce times, with the number of repairs completed within timescales improving by 3.4%.

During Antisocial Behaviour (ASB) Awareness Week in November, we joined forces with the police to visit neighbourhoods in Blakenall and Caldmore. We spoke with tenants, listened to their concerns, and shared information on how to report ASB.

We also invited customers to a dedicated session to review our ASB action plan. They visited our CCTV control room to see how we monitor neighbourhoods and help keep them safe.

Following your feedback, we worked with our contact centre to ensure that when customers call about ASB, they receive the right support and guidance straight away.

You said, we did

You said: When reporting damp and mould you were unhappy about long delays between the surveyor visit and when work actually started. Some customers said they had to wait a long time.

We did: We looked into the problem and found that there were some improvements that we could make to the ways of working. Including improving our communication with customers. The new process will be in place in February to speed things up and keep you updated.

You said: You’d like us to focus on deep cleaning in communal areas and edging around grass.

We did: This request has been added to our new service plans. We’ve also introduced satisfaction surveys for these services so we can quickly identify any issues and take action to improve contractor performance. Keep an eye out for these surveys as we would love to hear from you.

We have seen an increase in all satisfaction scores between April and December apart from complaints handling, which has reduced by 0.3%.

The biggest improvement is non-emergency repairs completed within timescales which is currently 80.2%, an increase of +17.6% compared to our final results in 2023/24.

How helpful was this report?

Let us know if this report was helpful and we'll keep doing more (or less) of the same to keep you updated about our TSM scores.