Surveys give us a better understanding of how the services we provide are performing for our customers.
Customer satisfaction
We carry out a number of customer satisfaction surveys including:
Tenant Satisfaction measures (TSMs): launched by the Housing Regulator for the 2023/24 year, all Housing associations will now carry out an annual satisfaction survey. Within the survey, there are 12 questions that must be asked, with an additional eight that we have chosen to ask. We have opted to conduct our surveys via telephone on a rolling monthly basis. Our overall satisfaction for the financial year 21/22 was 78.3%.
Homeowners Survey: our Homeowners Survey goes out once a year on the anniversary of your original purchase. This goes to every leaseholder, including shared ownership and shared equity customers.
Customer support: if you speak to our contact team, we will text you asking what you thought of our customer service.
