We always want to hear where you think we need to make improvements. If you’re asked to take part in a customer survey or contact us, we want you to know that you’re listened to and we update our services where we can, to make them better. 

We’re pleased to say that in our customer satisfaction surveys most of you tell us you find our staff polite and professional, and that we provide you with a home that is safe and secure. Many of you have told us that we treat you fairly and with respect.  

You have however also told us about some of the challenges you face in trying to get hold of us. Also, your feedback about our responsive repairs service suggests that improvements need to be made. To address this, we’re making changes to the way we do things, focussing on our call centre and our day-to-day responsive repairs service. We told you about the improvements we’re making in October, and we’ll provide further updates over the coming months. 

Changing the way we measure our performance 

A new system has been developed by the Regulator of Social Housing (RSH) to look at how well social housing landlords are performing. From April 1, all social landlords will report on a series of ‘Tenant Satisfaction Measures’ (TSMs), which will allow you to compare our performance against other housing associations. If you’re interested in learning more about the TSMs, you can find more information here. 

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