Earlier this year we completed our second Tenant Satisfaction Measures (TSM) perception survey.
Over 1,600 customers took part in this years’ survey, 1,415 social rent customers and 211 shared ownership customers, helping us better understand how our services are being received and where we can continue to improve.
We’re pleased to share that customer satisfaction has increased across all 12 survey measures compared to last year’s results. Overall satisfaction has risen to 58.2% for customers in social rented homes and 41.8% for those in shared ownership homes.
In addition to the perception survey, we’ve seen continued improvements across our 10 Management Information Measures. These include enhancements to our repairs and maintenance services and the overall quality of our homes.
Gary Hardy, our Interim Chief Customer Officer, said: "These improvements reflect our ongoing commitment to delivering a better customer experience and align with our Simpler, Stronger, Better business strategy, which focuses on strengthening our customer offer and investing in our existing homes.
“We’re encouraged by the progress shown in this year’s Tenant Satisfaction Measures. It’s a clear sign that the changes we’re making are having a positive impact. But we know there’s more to do. Listening to our customers and acting on their feedback remains at the heart of everything we do.”
You can view the full results and what we’re doing to improve here.