We're very happy to announce our latest Tenant Satisfaction Measures are in, and not only has satisfaction increased, we're above the national average in the housing sector for customer satisfaction - thank you!
Every year, housing associations ask customers to share their views on the homes and services they receive as part of the Tenant Satisfaction Measures, and our overall customer satisfaction has increased to 80.4%, and overall satisfaction with our repairs service has risen to 83.8%.
Housemark, the leading data and insight company for the housing sector, said our repairs service has played the biggest part in improving customer satisfaction, and that we're completing repairs faster than many other housing associations.
Tim Mulvenna, Chief Executive at Futures said: "It’s great to see Housemark recognising the progress we’re making and, most importantly, that more customers are happy with the services they receive.”
Housemark also recognised our improvements to complaints handling and that we’re aligned with best practice in the sector. While complaint numbers have increased, Housemark says this is consistent with complaints being easier to make and expects customers’ views of complaint handling to improve over time.
Tim added: "While we’re pleased with these results, we know there’s more to do. We’re continuing to listen to customer feedback and focus on the things that matter most, including tackling antisocial behaviour, improving communal areas, supporting customers with damp and mould, and making sure every customer feels listened to and treated with respect.
"Thank you to everyone who took the time to share their views. Your feedback helps us improve our services and shape the decisions we make. We remain committed to providing great homes and services that our customers can be proud of."
Click here to check out our full Tenant Satisfaction Measures - there's 26 areas we get a score for!
