Customer Commitments

71% of customers felt pleased with our repairs service

After every repair or visit, we check in to see how it went. This helps us understand what we’re doing well and where we need to improve.

Our latest results are slightly below our 75% target, so we’re taking steps to do better. We’re now working with a new survey provider and our data team to make sure the feedback we ask for is sent at the right time and is relevant to your experience.

Over the coming months, we’ll also be working closely with our contractors to agree on clear actions to improve satisfaction and how our services are seen. We’ll keep reviewing what you tell us and make ongoing improvements based on your feedback.

15.6% of customers felt satisfied with how we handled their complaints

This is below our usual target; however, it’s not the full story. We’re currently changing how we collect feedback, and due to system issues, we haven’t been able to survey every customer. This means the results are based on a very small number of responses and don’t fully reflect everyone’s experience. We know we still need to do better and are working to improve both how we handle complaints and how we gather feedback.

It’s also worth recognising that complaints are an area where housing providers often see lower satisfaction. Complaints happen when something has gone wrong or a customer is unhappy, so it’s completely understandable that people feel frustrated, upset, or stressed when they get in touch. This means that even when we resolve the issue, customers may not feel fully satisfied because their experience has already been difficult. That’s why we take every complaint seriously and are working hard to improve how we handle them, making sure our customers feel heard and supported.

Your voice matters

We’re working closely with customers to make changes and improve our services. This quarter, 39 Community Champions (customer volunteers across our neighbourhoods) helped us shape changes and improvements!

40% of customers felt satisfied with our anti-social behaviour (ASB) service

This is an improvement compared to July to September, but still below our 60% target.

We’re currently reviewing the way in which we carry out our ASB satisfaction surveys to both improve the number of responses and to gain better information to help us improve our response. This includes moving to a different provider to collect our customer satisfaction information. We'll keep you updated!

We know there are areas we need to improve within the service and have been working hard on this (which you can read more about here!)