How we're performing: the last 6 months

We want to show you how we're performing against our key priorities

We're open and transparent about how we’re performing 

We share regular updates so you can see how we’re performing against our service standards and the things that matter most to you.

We want to ensure that all our services consistently achieve a minimum satisfaction level of 7/ 10. And we have ambitions to improve on this each year. 

How we performed over the past 6 months (January - March 2022):

Find out how we monitor customer satisfaction, using our 6 monthly perception surveys, in the drop down below.

0 %

Overall customer satisfaction


Target is 81%
Last time: 77.5%

0.0 /10

Satisfaction with communal repairs


Target is 7/10
Last time: 6.6/10

0.0 /10

Satisfaction with providing a home that is safe and secure

Target is 8/10
Last time: 8.2/10

0.0 /10

Satisfaction with the way we listen to your views and take notice

Target is 7/10
Last time: 6.6/10

0.0 /10

Satisfaction with the way we keep communal areas clean

Target is 7/10
Last time: 7.7/10

0.0 /10

Satisfaction with our landscaping/grounds maintenance service

Target is 7/10
Last time: 6.6/10

0.0 /10

Satisfaction with our contribution to the neighbourhood where you live

Target is 7/10
Last time: 6.7/10

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 twice 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 the measures we report on every 6 months are gathered from the results of this type of survey.