Change is constant in any successful organisation – whether that’s coming up with new ways of working, making the most of new technologies or creating new roles that better serve customers.
We can make the best kind of changes when we involve our customers. They know their homes and communities as well as what it feels like to receive our services, so it’s important that we offer a variety of ways for them to have their say so we can listen and act.
Customers are built into our governance structure through our Insight Committee. We hold estate walkabouts to get feedback in person and carry out regular surveys when customers have interacted with us.
See some of the many ways in which customers have helped shape our services this year.
This year we...
Had more customers join...
... our online community My Voice to share their views with...
Surveyed lots of our customers to ask...
... about our services for the Tenant Satisfactions Measures...
Launched our own best practice forum...
... for dealing with complaints and were joined by...
Find out more...
Our Tenant Satisfaction Measures scores
Check out some of the main highlights of how we score against the Government's Tenant Satisfaction Measures. To see the full breakdown of scores and more information about the measures, click here.
Overall satisfaction
Proportion of respondents who report that they are satisfied with the overall service from their landlord.
75.5%
Satisfaction with building safety
Proportion of respondents who report that they are satisfied that their home is safe.
83.2%
Overall repairs (last 12 months)
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service.
80.3%
Home is well maintained
Proportion of respondents who report that they are satisfied that their home is well maintained.
79.4%
Time taken with repairs
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair.
74.1%
Listens to views and acts on them
Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them.
65.3%
Treats you fairly/with respect
Proportion of respondents who report that they agree their landlord treats them fairly and with respect.
79.5%
Keeps you informed on things that matter
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them.
73.4%
Positive contribution to neighbourhood
Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood.
64%
Communal areas clean and well maintained
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained.
64.7%
ASB handling
Proportion of respondents who report that they are satisfied with their landlord’s approach to handling antisocial behaviour.
55.9%
Effective handling of complaints
Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling.
