Customer satisfaction

Many of you respond to our annual tenant satisfaction survey and we are running this survey again in February 2024. However, this year is slightly different as the results will be published alongside the results of all other housing providers by our regulator, the Regulator of Social Housing. It’s important that you have your say, so please find out more about how you can take part here.

As well as those surveys, we carry out a survey after you’ve received a service – these are our transactional surveys. In December 2023, we received 3,422 responses to our transactional survey with an average score of 4.4 out 5.

We use this feedback to understand what is important to you and to shape how we design and deliver our services to make sure we’re providing the services you need and where we need to make improvements.

How we’re doing – December 2023 performance data update

Our How we’re doing is a monthly infographic that shows how we’re performing in key areas of our service delivery. From December 2023 we have added more detailed performance data so that you have information on the service areas that affect you the most.

Access our new December 2023 infographic.

Repairs

In December 2023, we attended 99.52% of all emergency repairs within 24 hours.

Our performance on non-emergency repairs is below where we want it to be and in December it was 58.67%. We know we need to improve our non-emergency response times and we’re developing plans to bring in extra resource to reduce these wait times.

Complaints

We are committed to providing an effective complaint handling service which is accessible, timely and helps us to resolve customer issues. In December 2023, we responded to 96.97% of stage one and stage two complaints in line with the housing ombudsman’s complaint handling code timescales.

Visit here for more information about our how we manage your feedback and complaints.