In August 2024, we surveyed more than 2,500 of our tenants and shared owners to find out how they feel about the services we provide.
These results help us understand how satisfied customers are with our services, monitor our progress, benchmark against other landlords, meet regulatory requirements and help us to see where we could improve.
Our results show that we have strong levels of satisfaction across a wide range of services, including our overall service, which 85% of tenants are happy with, an increase of 2% from last year’s survey. This is a very positive outcome and reflects the work our teams do each day.
Our results compare very well against other social landlords using the Tenant Satisfaction Measures (TSM) questions this year. We rank in the top quartile on ten of the twelve other measures.
The areas for improvement give us an opportunity to focus on the things that will make our customers’ experience even better.
Areas of celebration
- 85% of tenants are satisfied with the service we provide. +2% from 2023.
- 84% are satisfied that they live in a well-maintained home. +1% from 2023.
- 87% are satisfied with time taken to complete their most recent repair. +4% from 2023.
- 87% are satisfied with their repair in the last 12 months.
- 87% were satisfied with the safety of their home.
- 84% are satisfied they are kept informed about things that matter to them.
- 86% are satisfied that they are treated fairly and with respect.
Areas for improvement
The lowest area of satisfaction was with the way we listen to tenant views and act on them (21% satisfaction), our approach to handling anti-social behaviour (63% satisfaction) and how we handle complaints (44% satisfaction).
Most residents are very positive about our service. However, some would like to see improvements to our repairs service. This includes timescales, dealing with outstanding repairs and addressing damp, mould and condensation issues.
What we’ll do next
We’re developing plans to identify what we can do to improve. We’ll share these with involved tenants and our Customer Committee to ensure they meet what our customers need.
We'll then create a working group to take actions forward and report on the progress to our Corporate Management Team throughout the year.
