Knowing what customers think about our services helps us improve.
We're asking more customers what they think about our services
We started our customer promise in 2017 to help us focus on the things that matter most to our customers. Every month we survey customers to ask them how well they think we deliver this promise. From April 2023, we started carrying out research called the Tenant Satisfaction Measures (TSM).
These are a set of measures which:
- Let you see how well we are doing
- Help us to know how we need to improve
They cover a range of things, including:
- Customer satisfaction
- How we're keeping properties in good repair
- How we're keeping homes safe
- How we're delivering respectful and helpful engagement
- How we're handling complaints
- How we're dealing with anti-social behaviour
- Responsible neighbourhood management
We contact a percentage of customers each month for our TSM research to ask them how we're doing. We will share what we find with our customers and the Regulator of Social Housing. And most importantly, this research helps us improve the way we do things for our customers.
We want to hear from you
We might contact you by phone, email or letter to ask you for your views.
And if we don't contact you, we would still love to hear from you. You can always share your views and ideas with us in many different ways. Find out how to get involved.
Have your say
The Regulator for Social Housing is consulting tenants about ways to improve things for people living in social housing. Find out how to get involved on the government's website.
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