Overall satisfaction

Overall satisfaction is the main measure that tells us how we are performing and collectively 72% of you told us you were very or fairly satisfied with the services we provide. This is where we included one additional question into the survey asking a reason for your answer about overall satisfaction.  You told us we need to keep you up to date more when you raise issues and get issues resolved more quickly.

Keeping properties in good repair

Our aim is to provide all residents with a property which is  well maintained, and any repairs are completed to a good standard and in a timely way.  We know we need to keep you better updated in regards to how your repairs are progressing and that is something we will be working on this year.

Maintaining building safety

Safety of our buildings in really important to us and overall 82% of you said that you felt satisfied we provided a home that was safe. Some of our building inspections are over due, but we were aware of that already and have been working hard on a plan to get them all up to date.

Respectful and helpful engagement

We know how important it is to be treated with respect, listened to and kept up to date on things that matter.  Alongside our network of Management Providers, we will put some extra focus on this, particularly with customers who have lived in their homes for a few years now. We want to make sure the services we deliver to you are centred around you.

Effective handling of complaints

Our handling of complaints was one of our lowest scores.  The amount of complaints we have received has increased and we know there is frustration from customers on time it takes to resolve repairs in homes. We have introduced a new team in 2024 to improve our approach to complaints, and this will focus on managing issues through to completion and making sure we meet standards set by the Housing Ombudsman service.

Responsible neighbourhood management

The upkeep of our neighbourhood is something we have been working on and from this year we will be carrying out extra checks on the standards of our communal areas, to address any areas which fall below expected standards. Some of our communal areas are managed through a third party, where we do not have direct control over the standards of service. We are trying to address this through building closer relationships with management companies and seeking more feedback from customers where standards are not met.