Survey results from our renting customers

• We improved our repairs service, completing over 99% of emergency repairs on time and significantly increasing the number of routine repairs completed within target timescales.
• We invested in customers' homes, completing 2,293 kitchen replacements and exceeding our annual target.
• We introduced tenancy management checks, achieving customer satisfaction of 4.9 out of 5.
• We launched our Citizen commitments, co-created with customers, setting out six clear commitments on the services customers can expect from us.
• We improved our My Account service based on customer feedback, making it easier for customers to access services online.
• Our Customer Scrutiny Panel reviewed how we engage with customers and made 17 recommendations to help us make customer involvement more inclusive, effective and meaningful.
• We strengthened our approach to antisocial behaviour (ASB) and hate crime, using customer feedback to improve support, make reporting easier and provide clearer guidance for customers experiencing problems in their neighbourhoods.
• We introduced our Good Neighbour Policy to help resolve low-level neighbour issues earlier and encourage respectful, positive communities.

While performance has improved, we know there is more to do to deliver consistently high-quality services.

• We need to keep improving the speed of repairs, especially non-emergency jobs.
• First-time fix rates need to improve, so more repairs are completed in one visit and follow-on work is reduced.
• We must strengthen contract performance management to ensure consistent delivery from partners.
• We'll continue improving how we manage workload and follow-on repairs to reduce delays for customers.
• We need to improve consistency in how complaints are resolved, ensuring investigations are completed within expected timescales and customers receive clear, timely updates throughout the process.
• We need to continue improving how we manage antisocial behaviour cases so that responses are consistent, timely, and clearly communicated to customers, particularly for more complex or higher-risk reports.

• Continue improving the speed and quality of repairs, with a focus on resolving issues first time and reducing delays.
• Improve service communications by providing clearer updates and better information.
• Prepare for the next phase of Awaab's Law and maintain a strong focus on home safety, damp and mould prevention.
• Deliver the commitments in our Citizen commitments and use customer feedback to shape and improve services.
• Continue enhancing our digital channels, making it easier for customers to access our services when they need them.
• Work with customers to create safer, cleaner and more welcoming neighbourhoods while continuing to improve our response to antisocial behaviour, hate crime and neighbour disputes.
• We will improve how we manage complaints by strengthening our digital system, improving tracking and automation, and giving customers clearer updates on progress and outcomes, this includes:
  
  • Better case tracking, record keeping, and automated communication
  • Improved visibility for customers through the online portal
  • Stronger tracking of actions, compensation, and learning from complaints
  • Enhanced reporting to support service improvement and accountability

  We will improve our response to antisocial behaviour by embedding a more consistent and proactive approach, this includes: 

  • Earlier intervention through a Good Neighbour approach and better risk identification
  • Faster, more consistent case handling through improved diagnostics and clearer processes
  • A dedicated Duty Officer for serious cases
  • Reviewing legal processes to reduce delays and speed up outcomes for customers