Customer news

Changing the way we measure performance

We’re really committed to hearing about your experience of dealing with us, as this will help us improve the services that we provide for you. We regularly share, where we’ve made improvements to our services based on you feedback – and you can find the latest ‘You said, we did’ article here.

We collect your feedback in lots of ways. You may receive a text or email after you have an interaction with us, but we also carry out telephone surveys, gathering feedback from a broader range of our customers (whether you’ve had a recent interaction with us or not).

From April 2023, all housing associations are required to survey their social housing residents using the same set of Tenant Satisfaction Measures (TSMs) questions, provided by the Regulator of Social Housing (RSH). Having a consistent set of questions will help us and the regulator to identify what we’re doing well and where we need to improve. From April 2024, we need to report our results to the regulator alongside other housing associations, and also publish our results to you. We already regularly report on our performance – find our latest performance update here.

TLF Research carry out this survey on our behalf and will be running the survey four times a year. Our next survey is taking place very soon, so 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 there are clear areas where we need to improve our service (such as the length of time you have to wait for repairs to be carried out and our phone wait times). We’re working very hard across the organisation to address these issues. For example, we’ve set up a Repairs Escalation team to focus on urgent or more complex repairs. And all teams are focused on calling customers back when we say we will.

What do we do with your feedback?

We analyse your feedback to look at trends and recurring issues. This then feeds into our ongoing improvement work. We embrace all kinds of feedback, as without knowing where we’ve gone wrong, we’ll never be able to improve.

Are your details safe?

TLF Research is an independent market research agency who carry out the survey on our behalf. They won’t use your contact details for any other reason. All information that’s shared with them is encrypted and is in line with the UK General Data Protection Regulation (GDPR) and the Data Protection Act (DPA) 2018. If you’ve already opted out from receiving our surveys, we won’t share your details with TLF.

How long are your details kept for?

TLF Research stores our customers’ information on separate databases, which is deleted after 12 months. If you wish to find out more about TLF, please visit their website. 

Your feedback’s important to us so we really appreciate you taking the time to share your views. If you have any questions, please get in touch. For further details on how you can provide feedback, visit our Feedback web page.