As of April 2023, all housing associations are required to collect information from tenants on how satisfied they are with their landlord. The questions consist of a set of 12 ‘Tenant Satisfaction Measures’ (TSMs) covering:

• Repairs
• Building Safety
• Complaint Handling
• Tenant Engagement
• Neighbourhood Management

You can find out more about the TSMs here.

We’re pleased to say that in our recent customer satisfaction surveys, most of you told us our staff are polite, helpful and professional, and that we provide you with a home that’s safe and secure. Many of you have told us that we listen to what you say, and act promptly on the back of it.

Our recent survey has confirmed we’re focusing on the right priorities:

• Repairs
• Ease of contact
• Call backs

We’ve introduced a project team to address our outstanding repairs, which is beginning to gather pace. We’ve also hired 18 contractor trade staff who are working hard and making inroads into the backlogs. Works are being issued to contractors where we don’t have the skill in-house, or works are more complex, and these jobs are being managed to ensure contractors are meeting expectations.

You also told us that it’s important to you to be able to contact us easily and to answer any queries you have quickly. At the end of November, we launched our new and improved ways for you to contact us, which include:

• Our new online account
• Chatbot & Live chat
• WhatsApp

We’ve received lots of great feedback about our new systems, including how easy it is to use the online chat, the reduction in call wait times, and being able to use WhatsApp to send photos and log a repair.

We still have our phone lines open as well as lots of information available on our website. You can find out more about these new ways of contacting us on our website.

We really value your feedback to help us improve our services. If you receive a phone call from TLF Research, who do our surveys for us, please take part.