Customer news

You said, we did: November 2023

We always want to hear your feedback. If you’re asked to take part in a customer survey, we want you to know that you’re listened to, and that we’ll improve our services where we can.

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.

In our recent customer satisfaction surveys, most of you said our staff are polite, helpful and professional, and that we provide you with a home that is safe and secure. Many of you said we treat you fairly, with respect, and keep you informed about things that matter to you.

Your feedback confirmed we’re focusing on the right priorities:

  • Repair wait times
  • Ease of contact
  • Call backs

We know that some customers are waiting for repairs longer than we’d like, so we have set up a Repairs Escalation Team to concentrate on our more complex or urgent repairs. The team are currently focusing on damp and mould repairs in preparation for winter. Customers are also now being offered virtual appointments to assess requested repairs. These virtual appointments will be used to better identify the materials and time required to complete repairs, ensuring jobs can be completed on the first visit where possible. You can find out more about this new service here.

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