We need your feedback
Help us improve our services by completing our quarterly satisfaction survey.
As your landlord, it is important to us that we provide you with the highest standard of service possible.
We value your feedback and want to know how happy you are with the way we look after your property and manage your tenancy.
To help us do that, we are currently contacting a random selection of our tenants to take part in our Tenant Satisfaction Measures (TSM) survey.
Acuity Research & Practice Limited is helping us collect all the survey information, and they may contact you by phone, email or text.
Why is this important?
It is your chance to let us know what you think about the delivery of our services and how we support you as a landlord!
We collate all the data every quarter. This means we can check and review any dips in satisfaction and address them quickly.
Our benchmarking activity reveals that we are currently in the top half nationally for tenant satisfaction, and we can see tenant perception is similar across the sector for our peers.
From our quarter 1 (April to June 2024) TSM survey responses, approximately 80 comments have been passed to the Customer Contact Centre team to follow up on. Examples include queries about grounds maintenance and Healthy Home surveys.
Listening to tenants
Our Customer Contact Officers call back tenants to respond to their comments.
They told us: “I have had several good calls and have been thanked for just listening and allowing them to get the frustration out, then keeping them in the loop. There have been compliments for colleagues, too.
“One tenant I spoke to told me that she had not heard from us about jobs which had been raised a few months ago, so I listened to her issues. I acted on getting a resolution, and ensuring that all the works were booked in.
“I called her back with the outcome, keeping her informed. Tenant frustration, I find, is usually a lack of communication and not feeling listened to. I finish every call by thanking tenants for taking the time to talk with me.
“It has been great being able to explain that the waiting times on the phones have improved.”
Neil Bergin Faragher, Head of Group Customer Experience, says: “It is important to us to understand tenant perception and to drill down into the areas of frustration that we come across. This approach further supports our focus on listening to our customers and demonstrating that we have taken action as a result.
“We can reassure our tenants who express dissatisfaction around common themes such as outstanding repairs for example, that our teams are working on them quickly and effectively. The TSM surveys are a great way to carry out a temperature check on how tenants feel we are handling issues such as complaints, and which indicate an area in which we seek to improve.”