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.

We know that customers want us to communicate better, keep our promises and resolve issues more quickly. While we've seen some positive improvements this year, we recognise there is still more to do.

To improve your experience, we're:

• Strengthening oversight of complaints and agreed actions to make sure commitments are delivered on time and lessons are learned when things go wrong.
• Improving how we manage customer enquiries and callback requests, including making sure requests are directed to the right teams first time and providing managers with better visibility of performance.
• Continuing to focus on the issues customers tell us matter most, including communication, keeping customers informed, following through on promises and resolving issues at the first opportunity.
• Working with our repairs and maintenance teams to improve appointment management, reduce delays and ensure customers receive timely updates throughout their repair journey.
• Using customer feedback to better understand experiences across services such as repairs, lettings, antisocial behaviour and planned maintenance, helping us target improvements where they will have the greatest impact.

We're pleased that complaint response times remain strong and that customers increasingly feel we listen to their views. However, we know that delivering a good service is about more than meeting timescales. We remain focused on providing a service that is responsive, reliable and keeps customers informed every step of the way.