How we performed

Throughout the year we monitor our performance – and have tenant panels scrutinising our services – to make sure that we are delivering for our customers. Here is how we performed in 2022/23.

Changes to how we monitor satisfaction

During 2022/23, we made some changes to how we monitor satisfaction, in preparation for the introduction of the nationwide Tenant Satisfaction Measures (TSMs). TSMs are a series of measures that have been set by the government to ensure that social housing tenants are listened to. 

Because they use a standard set of questions for all social housing tenants in England, TSMs will make it easier to assess how housing providers are performing and compare different providers across the country. 

You can read more about TSMs here.

During 2022/23 we began collecting some initial feedback using a new system called CX Feedback, which was made specifically for social landlords like us and offers tenants a range of ways to share their views with us.

Read all about our new survey platform here. 

What you told us

The surveys we carried out in the second half of the year told us that three of the areas you think we are performing most highly in are: 

• treating people fairly and with respect
• providing safe homes
• making a positive contribution to neighbourhoods

The surveys also helped us identify three key areas for improvement:

• our repairs service
• dealing with anti-social behaviour
• how we handle complaints

The changes we made to how we measure customer satisfaction meant that overall satisfaction with our services fell in comparison to the previous year. However, by listening to your feedback and making immediate changes where you’ve asked for them, we saw a steady increase in satisfaction levels towards the end of the year, and we are continuing to work to make sure that this keeps improving. 

In February 2023 the Gateway Membership Team (GMT) – which represents our tenants – led a customer scrutiny session about our out-of-hours telephone service, which ultimately resulted in us appointing a new provider. You can read more about this in the Communities section of this report. 

As a result of your feedback, we also made changes to the queuing system our customer service centre uses on its phone lines to make it more streamlined and simpler for customers – including reducing the number of queue options, introducing a callback function and adding new hold music.

Listening to your feedback

We understand how important your feedback is in helping us to make real improvements to our services. That is why we log every compliment, grumble and formal complaint that we receive. 

In 2022/23, we received:

To encourage as much feedback as possible, customers who completed one of our surveys – for example, after a repair was completed or they moved into a new home – were automatically entered into a quarterly prize draw to win £250-worth of Love2Shop vouchers! 

Read about our winners here.

The Big Door Knock

The first Big Door Knock was held in September 2021 following the easing of restrictions during the Covid-19 pandemic. It allowed us to get back out into our communities and learn how the pandemic affected our tenants and what we could do to help. We got great feedback from residents, so we decided to do it again! On 23 June 2022, we went back out into our communities for our second annual Big Door Knock so we could listen to the opinions of our tenants and make positive changes to our services based on the feedback we received. 

Read more about 2022's Big Door Knock here.