Surveys give us a better understanding of how the services we provide are performing for our customers.
We carry out a number of customer satisfaction surveys including:
Survey of Tenants and Residents (STAR): this is a standard survey used by housing associations meaning we can compare our results with our peers. We carry this out by both phone and email surveys. Satisfaction for the financial year 20/21 was at 83%. This is down on 87% from the previous year, reflecting the impact of the pandemic on our services.
Repairs satisfaction: we email or text after you have had a repair completed to find out how it went. For the 20/21 financial year, 83% of customers said they were satisfied with the work. This is the same as the previous year.
Homeowners Survey: We launched a new Homeowners Survey, which 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.
Institute of Customer Service
We became members of the Institute of Customer Service (ICS) in the summer of 2019. Our membership means that we have access to expert information and advice, which helps us to identify ways that we can improve services for our customers.
The Institute carries out an annual survey of our customers, covering everything from overall satisfaction with our services, what you think of us as an organisation, how easy it is to use our services and the helpfulness of our staff.
The key finding from our autumn 2020 survey was that we needed to improve our complaints handling. We have since introduced a new complaints policy which makes the process quicker and more effective.