Tenant Satisfaction Measures (TSM) results
We are pleased to share the results of our first year of Tenant Satisfaction Measures (TSM).
To view all of our results please click the button below
We welcome your feedback
We want to hear from you, it helps us to know what we’re doing right and what we can improve.
We aim to make it quick and easy for you to have your say about what matters to you, so we can deliver the best possible service and you can get on with enjoying your home.
We monitor our performance and listen to your feedback to make sure we’re always improving what we do and delivering an outstanding service.
We’re honest too. We’re transparent about changes to our services and always welcome your thoughts on how you feel about them.
Complaints
Our aim is to provide you with outstanding customer service; however, we understand that occasionally things can go wrong.
If this happens, we want to make things right as soon as possible, learn from what has happened, and do what we can to stop it happening again.
Compliment
Have you recently had a great experience with a member of our staff or one of our teams?
We would love to hear from you if you have a compliment for one of our members of staff or a service you have used. Your feedback on what we are doing well is very important to us.
Neighbourhoods
If you'd like to tell us about anti-social behaviour in your community or report a neighbourhood issue, it's best not to raise a formal complaint - using the correct form for your issue will ensure it's quickly picked up by the right team.
Head to our Community page to find out more.
How we're doing
We measure our performance on an ongoing basis, and below you can find our quarterly customer satisfaction results.
April - June 2024
Our overall satisfaction score was 84.2%
That's 2.2% higher than last month
Top theme in positive feedback - staff conduct and empathy
Learning & improvements driven by complaints and customer feedback
Improvements have been made to our text messaging service to make sure you know when we're coming to complete a repair. This includes messaging you when we've needed to rearrange your appointment as well as messaging to let you know our engineer is on route.
Get involved
We're always on the lookout for tenants who'd like to get involved in their community, we have a number of different ways that you can get involved and have a say in what we do and how we shape our future together.
We've recently launched our new INfluencer Network, it's an inclusive network that enables you to have a say in a way that works for you.
Click on the link below to find out more about the different tenant involvement opportunities available with us.
