How we're performing

Our approach to gathering a range of customer feedback includes running both transactional and perception surveys.  This helps us to know what matters most to you and improving what we do. 

Transactional surveys

You may receive a text or an email from us asking how we did after you’ve had an interaction with us, such as having a repair carried out or contacting our customer experience team.  These are our transactional surveys and the measures that we report on every 3 months are based on the feedback we gather from these surveys.

Perception surveys

We also work with TLF Research who carry out customer satisfaction surveys by telephone for a sample of our customers four times a year.  If you’re selected for interview they’ll ask you about things like your overall experience with us, how you rate our different services, and how you think we could improve.  You may not necessarily have had a recent interaction with us.  This is our perception survey and some of the measures we report in our annual review are gathered from the results of this type of survey.

From April 2023, all housing associations are required to survey their social housing residents using the same set of Tenant Satisfaction Measures (TSMs) questions, prescribed by the Regulator of Social Housing (RSH), asked in the same way and in the same order. Having a consistent set of questions will better help us and the Regulator identify where we need to improve and where we are doing well. Like all other housing associations, we’ll have to report our results to the Regulator in April 2024. We must also publish our results, so please look out for these on our website and in our newsletters.

If you receive a phone call from TLF Research, we’d be very grateful if you would take the time to provide your feedback on your experience with us. We really value your feedback.

Our teams remain committed to responding to callback requests by the end of the next working day. We are making improvements, and this is being monitored as a priority. We continuously update information about our services to enable our Customer Experience advisors to resolve queries at the first point of contact.

Call wait times have improved over quarters 1 and 2, with a slight setback in September due to high levels of staff sickness. More and more customers are using WhatsApp and Live Chat as alternatives to calling, and we have received very positive feedback.

We are on track to ensure that all commitments made to resolve complaints will be completed within the agreed timescales, by the end of March 2025, if not before.

Completion of non-urgent repairs remains a key focus. While progress has been steady over the last quarter, we are continuing to work towards our target completion timescale of 28 days.