About these results
These satisfaction measures relate to tenants living in our Low Cost Rented Accommodation (LCRA). If you're a shared owner, we publish our results annually due to the number of customers we survey. You can view our latest results for homeowners at: thrivehomes.org.uk/tsm-2024-25
*YTD (Year to Date) means the time from the start of the financial year (April 1st 2025) to September 2025.
What the results tell us
Between July – September 2025 we’ve seen a positive increase in several key areas of customer satisfaction. We know there’s still work to be done to improve our customers experience, but we’ve looked at some of the changes we’ve made that may have influenced this increase in satisfaction below.
We know from previous surveys with customers that the key driver for feeling safe at home is things like door entry systems, keeping kept informed about updates around buildings and anti-social behaviour (ASB).
We’ve been working on installing more up to date door entry systems across our blocks to help with customers feeling of safe at home. We’re also working with our estates and neighbourhood teams to send out more regular updates about what’s happening across your buildings so your kept up to date with any changes or information.
There’s still improvement to be made and we know that ASB influences feelings of safety. To help, we’re working on strengthening how we manage anti‑social behaviour (ASB) by improving cross‑team collaboration, keeping risk assessments up to date, and planning targeted staff training. These steps will help us to deliver a more joined‑up and customer‑focused approach to handling ASB.
72% of those surveyed believe Thrive makes a positive contribution to their neighbourhood, this is a 11.2% increase from the previous three months. In September, some of our colleagues took part in an Open Door Day in High Wycombe to speak check in with customers, from these conversations we know that customers value:
- Upkeep of surrounding areas
- Having visibility of Thrive colleagues on the estate
- Cleanliness of bin stores
- Tree maintenance
- Being kept updated throughout the repairs process
Find out how we're using your feedback to learn
If you would like to become a block representative, simply contact us! As a block rep, you’ll join our team on inspections to report back on things like the quality of cleaning and grounds maintenance and any issues within communal areas around your home. For more information email: enquiries@thrivehomes.org.uk or call us on 0800 917 6077.
We’ll be launching another survey in 2026 to gain a better understanding of your experience with our cleaning and grounds maintenance contractors so we can compare this to previous feedback on the service and make sure we’re continuing to use your feedback to improve.
Satisfaction with our repairs service has improved this year, and we’ve been making a number of changes to keep that progress going.
Your feedback has played a big part in this. Insights from our repairs contractor survey helped shape the questions we’re now asking during contractor interviews, ensuring we focus on what matters most to you.
We’ve also been strengthening how we deliver repairs by:
- Updating our scheduling system so engineers have better information before visiting your home.
- Working more closely with our complaints team to make sure we follow through when things go wrong.
- Improving how we manage repairs that require multiple visits, so you’re kept informed at every stage.
- Making it easier for our teams to access your support needs and communication preferences, helping us tailor our services and keep them accessible to you.
- Refreshing our “Sorry We Missed You” cards to simplify rebooking and keep you updated.
- Strengthening our process for follow‑on works, ensuring you receive clearer updates when a repair can’t be completed on the first visit.
Find out more about how we're listening to your feedback on our repairs service
Customer satisfaction with our complaints handling has increased by 7.7% over the last three months, placing us just above the sector average. We continue to analyse the reasons behind complaints so we can target improvements where they’re needed most.
From this work, we’ve identified several priority areas:
- Keeping to our promises
- Keeping you informed
- Improving record quality
- Completing more repairs right first time
- Strengthening contractor performance
- Better recognising and supporting customer needs
We’re already taking action to improve services, including:
- Increasing resources to complete more repairs on time, improving communication about delays, and prioritising repairs that affect safety or customers with specific health or support needs.
- Enhancing how we monitor contractor performance across repairs, cleaning and grounds maintenance. This includes introducing block representatives and additional feedback surveys to ensure new contractors are delivering the standards you expect.
- Strengthening how we manage anti‑social behaviour (ASB). All cases are now checked against our ASB Policy, and we’re improving cross‑team collaboration, keeping risk assessments up to date, and planning targeted staff training. These steps are helping us deliver a more joined‑up and customer‑focused approach to handling ASB.
- Updating our internal policy and procedures for damp and mould, using guidance from the Housing Ombudsman to ensure a stronger, more consistent approach.
Find out more about how we’re listening to your feedback on our complaints handling
You can read more about how complaints have shaped our improvements in our 2024/25 Annual Complaints Performance and Service Improvement Report: thrivehomes.org.uk/complaints-report-2024/25