We recently asked our customers to share their feedback on how satisfied they are with the services that we provide, and we’re pleased to share the results of our latest Tenant Satisfaction Measures (TSMs) survey.
We worked closely with HouseMark and Service Insights to gather responses from 587 customers. This feedback is crucial in helping us understand how well we’re meeting our customers’ needs and where we can improve.
Our latest results show some amazing changes from last year’s survey, with 63.5% of customers reporting that they were satisfied with our overall repairs service, rising by 3.9% compared to last year. The satisfaction with the time taken to complete repairs also rose by 12.4%, showing that we’re on the right track to providing a better service in this area.
We also saw a positive shift with satisfaction of the maintenance of our communal areas, with 64.7% of customers reporting that they were satisfied with how we maintain them.
However, we recognise that there are still areas where we can improve. Our scores for overall service satisfaction, home safety, and how we treat our customers fairly and with respect all saw small decreases over the results from last year, and we need to address this.
We’ve already started to implement and explore new ways to improve in these areas, focussing on further improving our repairs, complaints handling, and communication. We’re also looking at new ways to engage with our customers to better understand their needs and tailor our services accordingly.
We’ve published the survey results in full on our website here, where you can see what all of the results were for this year and how they stack up to our results from last year. You can also learn more about what we’re doing to improve our services.
