Customer satisfaction surveys
We carry out a range of surveys to measure how satisfied tenants are with the services we provide.
Most of the surveys are triggered by an interaction with us. For example, if you've recently had a repair completed in your home you may receive a survey after the work is done.
You’ll get a text or call from one of the numbers listed below directing you to complete a survey. Please save these numbers so you know that this is a legitimate call or text from us.
We will contact you from:
01226 818159 if you’ve recently had a repair.
01226 818156 if you’ve recently logged a complaint.
01226 818157 if you’ve reported anti-social behaviour and we investigated this case.
If you receive a survey by post, phone, text, or email, we’d be grateful if you can take a few minutes to share your views.
Customer satisfaction rating
Below are the results from 2025/26 customer satisfaction surveys and how this compares to the previous year.
98%
(New to 2025)
Major adaptations
92%
(New to 2025)
Minor adaptations
84%
(6% increase since 2024/25)
Satisfaction with repairs service
95%
(New to 2025)
Gas servicing
91%
(New to 2025)
Electrical testing
93%
(New to 2025)
Lift servicing
69%
(2% increase compared to 2024/25)
Planned repairs
73%
(10% increase since 2024/25)
Programmed replacements
54%
(10% increase since 2024/25)
Handling anti-social behaviour
69%
(10% decrease since 2024/25)
E-form submissions
36%
(3% increase since 2024/25)
Handling e-forms
39%
(4% decrease since 2024/25)
Handling complaints
91%
(1% increase since 2024/25)
Calls about income and rent
86%
(1% increase since 2024/25)
Tenants First service
Contact centre calls
These results measure satisfaction based on how the advisor handled the query.
91%
(4% increase since 2024/25)
Reporting a new repair
82%
(7% increase since 2024/25)
Chasing up a repair
82%
(4% increase since 2024/25)
Income enquiries
71%
(5% decrease since 2024/25)
Homeseeker enquiries
71%
(1% increase since 2024/25)
General enquiries
Helping to shape our services
It’s really important to share your views so we know what works well and where we may need to improve services. Take a look at the actions we completed in 2025/26 based on your feedback!