A good landlord

We offer you:

  • a safe, affordable well-maintained home fully checked for gas, electric, water, asbestos and fire safety
  • rent that costs you at least 20% less than if you were renting privately
  • a secure home for the length of your tenancy
  • quality customer service, with digital options, that is consistent, fair and respectful.

We ask you to:

  • keep your home in the same condition as when you received the keys
  • keep to the terms of your tenancy agreement
  • pay your rent and service charges promptly in advance
  • be fair and respectful in your dealings with us, communicating digitally where possible.

How you know we are delivering

Regular customer surveys and performance checks ensure that services are meeting standards and we know how you feel about them.

Our homes meet national housing standards and we have one of the highest ratings for governance and viability.

New customers score us highly compared with other landlords.

Ms P, from Welwyn Garden City, became a Thrive tenant when we acquired around 300 new homes from another landlord. She called to compliment us, saying how exceptional our staff were and how impressive our service was compared with her previous landlord.

79%
of customers agree their rent provides value for money

68%
rate grounds maintenance and cleaning as good or higher

77%
think the overall appearance of their home and shared areas is good or above

91%
said the quality of repairs work, and satisfaction with their most recent repair, is good or better

Customer Experience Panel

The role of the Customer Experience Panel (CEP) is to act as a critical friend and the bridge between customers and the Board. This includes reviewing performance, checking compliance against the Social Housing Regulator’s Consumer Standards, inputting into policy reviews and influencing decisions from a customer perspective.

We are pleased to report that we have been actively involved in producing this annual report. We report from a customer perspective and have attempted to highlight our work and where customers can make a valuable contribution by providing feedback where invited. To find out more, email: getinvolved@thrivehomes.org.uk

Thrive is supporting us to have a bigger say about things that really matter to customers at the earliest possible opportunity and on an ongoing basis. Our plans include developing new opportunities for customers to have a say and make a real difference.

As part of this new way of working CEP recently led on an exercise to check Thrive’s compliance with the regulator's consumer standards. We robustly challenged Thrive by calling for additional evidence and identified areas requiring tightening and in some cases, better ways of doing things, to achieve compliance through smarter working.