We capture your feedback through our quarterly Tenant Satisfaction Measures (TSMs) surveys, which you’ll receive following an interaction with us.
We’re clear where we need to improve. Our key areas of focus this year are:
- Improving our repairs service, so that your non-emergency repairs are completed within 28 days
- Ensuring we communicate effectively with you by getting back to you when we say we will
- If you need to make a complaint, keeping our promises made to you in your complaint response – e.g. completing a repair when we say we will
Changes we’ve made this year based on your feedback include:
- Recruited a Repairs Scheduling & Administration Manager to streamline our repairs planning process – making sure our trades staff are sent out with the right materials in the right order
- Improved appointment scheduling – we can book follow-up appointments whilst we’re at your home, so you won’t need to ask for updates
- Better management of our contractors to ensure they consistently deliver a high level of service – providing you with a positive experience
- More effective communication with you regarding scaffolding in communal areas - we now send letters which are followed up with a text from the contractor, so you’ll know what’s happening and can plan accordingly
If you receive a text or email survey from us, or a phone call from TLF Research asking for your feedback on the services we provide, please do take part.
Find out more
