You told us….we’re listening

Around 1,000 tenants from across the city completed the survey, giving us a snapshot of how our customers feel about the services we provide.

Unfortunately, satisfaction levels have dipped since the previous survey, although on the whole tenants living in supported housing were generally more satisfied than those living in general needs.

The pandemic has had a significant impact on the way we are able to deliver services in the past two years, particularly repairs and maintenance. It has been difficult for us to carry out non-urgent works, and, as we haven’t been able to enter homes due to COVID-19 safety restrictions, we haven’t been able to carry out urgent works in some properties. We know this has impacted many people, and as a result satisfaction levels have dropped. However, now that restrictions have eased, we are working through the backlog of repair jobs in order to restore normal services as soon as possible.

We are committed to delivering quality services for all our residents and ensuring both tenants and leaseholders receive value for money from their rent and service charges. We want everyone to be proud of their home and their neighbourhood. That’s why it is so important we learn from the results of the survey and ensure we focus on improving the areas where you have told us you’re not happy. We are setting up focus groups to help us gather detailed feedback from people who completed the survey, so that we can find out more about what improvements you want us to make. 

If you would like to get involved and work with us to ensure services improve in the areas that are important to you, please get in touch. You can join one of the new focus groups or get involved with one of our many tenant engagement activities that aim to empower tenants and provide you with a voice.

You can read a full copy of the recent tenant satisfaction survey.