Tenant satisfaction measures

Improving repairs in shared areas

We’re improving how we manage repairs in communal areas. Our focus is on fixing more problems first time, making appointments easier and giving you clearer information and updates.

Keeping buildings safe

We’ll continue important building safety work, including our cladding programme. We’ll also improve how we explain building safety, so it’s easier to understand the work we’re doing to keep you safe.

Listening and communicating better

We’ll give you more opportunities to share your views through surveys, events and other activities. We’ll also make building safety information clearer, more accessible and easier to understand.

Looking after shared areas

Clean, well-maintained communal areas can make a big difference to where you live. We’ll work across our neighbourhood and grounds maintenance teams to improve these areas, using your feedback to help us decide where improvements are needed.

Learning from your feedback

Your feedback helps us improve. We’ll strengthen the way we manage enquiries and complaints and share regular ‘You said, we did’ updates, so you can see the changes your feedback has helped to make.

Working more closely with our partners

We’re working more closely with the police, local authorities and community safety organisations. By sharing information and working together, we can respond more effectively to local concerns.

Taking action to keep customers safe

Where action is needed, we work with our partners to reduce harm and tackle anti-social behaviour. This can include supporting customers affected by ASB and taking appropriate action against those responsible.

Being more visible in your neighbourhood

Our teams are spending more time in local communities through neighbourhood walkabouts, drop-in sessions and local events. This gives you more opportunities to speak to us face-to-face, raise concerns and find out about support.

Supporting customers experiencing domestic abuse

Our specialist Community Safety Team provides practical safety measures and advice for customers who need support, alongside clear ways to raise concerns and ask for help.

Improving how we deal with ASB

We’ve provided more training to help colleagues identify, record and manage ASB cases, so customers can get the right support as early as possible.

More visits to your neighbourhood

We’ll continue visiting neighbourhoods, particularly where customers have raised concerns. We’ll listen to you, identify problems early and work with our partners to take appropriate action.

Local action plans

We’ll work with customers and local teams to understand what matters most in different neighbourhoods and develop local action plans to address these priorities.

Improving how we manage cases

We’ll keep improving how we record and manage concerns, communicate with you and train our colleagues. Our aim is to provide a more consistent service and keep you informed about your case.

Making it easier to get help

We’ll make information clearer about how to report a concern, the support available and what you can expect from us.

We know there’s always more we can do. We’ll keep listening to you and working with our partners to help create neighbourhoods where you feel safe, supported and proud to live.

Showing you what changes because of your feedback

We’ll share clearer ‘You said, we did, what changed’ updates during 2026/27. We’ll also improve how we track feedback and recommendations from customer panels, reviews and consultations, so you can see how your views influence our services and priorities.

Providing more ways to get involved

We’ll create more opportunities for you to have your say, particularly in your local community. We’ll also improve the training and support available to customers who get involved.

Making our performance easier to understand

We’ll explain our performance, including our TSM results, in a clearer and simpler way. This will help you see how we’re doing, ask questions and challenge us where we need to improve.

Using your feedback to improve services

We’ll look at feedback, complaints, satisfaction surveys, TSM results and other information together. This will help us understand where problems are happening, why they’re happening and where we need to focus our improvements.

Sharing clearer information

We’ll make information about our performance easier to find and understand. We’ll also explain more about TSMs and why they matter.

Most importantly, we want you to be able to see that when you give us feedback, we listen, learn and take action.