Customer news

We’re changing the way we measure our performance

We’re committed to hearing about your experience of dealing with us, as this will help us improve the services we provide to you. You may have received a text or email asking for feedback after you’ve had an interaction with us, but we also carry out a telephone survey, gathering feedback from a broader range of our customers (whether they have 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, 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 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’ll share the survey results with you over the summer. 

We really value your feedback. In our most recent survey, we found that there are clear areas where we need to improve our service to you (such as the length of time you have to wait for repairs to be carried out), and we have focused plans in place to address these as a priority.  

What do we do with your feedback? 

We analyse your feedback to draw out 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