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 31 December 2025.

Results

  • 74.5%

    of customers are satisfied with the service provided by Thrive. YTD = 74.3%

  • 78.9%

    of customers are satisfied with Thrive’s repairs service. YTD = 75.8%

  • 78.1%

    of customers are satisfied with the time taken to complete a repair.  YTD = 71.9%  

  • 78.8%

    of customers are satisfied that Thrive provides a home that is well maintained. YTD = 75.7%

  • 80.9%

    of customers are satisfied that Thrive provides a home that is safe. YTD = 82.0%

  • 72.7%

    of customers are satisfied that Thrive listens to their views and acts upon them.  YTD = 66.6%  

  • 85.9%

    of customers are satisfied that Thrive keeps them informed about things that matter to them. YTD = 77.0%

  • 88.0%

    of customers agree that Thrive treats them fairly and with respect. YTD = 83.1%

  • 44.4%

    of customers are satisfied with Thrive's approach to complaints handling. YTD = 42.2%  

  • 73.3%

    of customers are satisfied that Thrive keeps communal areas clean and well-maintained. YTD = 67.4%      

  • 76.2%

    of customers are satisfied that Thrive makes a positive contribution to their neighbourhood. YTD = 69.0%

  • 62.4%

    of customers are satisfied with Thrive’s approach to handling anti-social behaviour.  YTD = 64.4%

What the results tell us 

Between October – December 2025 we’ve seen an improvement across most key areas of customer satisfaction. We know there’s still work to be done to improve our services, but we’ve remained in line with the sector average across most measures. Here’s a closer look at some of the changes we’ve made that may have influenced this increase in satisfaction.  

Listening and acting

atisfaction that we listen to your views and act upon them has increased by 2.7%. Poor satisfaction in this area is the most common reason for complaints between October – December 2025, so we’ve been continuing to focus on: 

  • Keeping to our promises 
  • Improved record management 
  • Resolving issues quickly  
  • Better contractor management 
  • Keeping you informed 

Listening to your feedback: see how else we’re using it improve our services

Providing a home that is well maintained

Following changes to our cleaning and grounds maintenance contractors, we’ve seen a 2.9% increase in satisfaction for October – December 2025 with the cleanliness of communal areas.   

We recently launched another survey to gain a better understanding of your experience with New Green and Groundscapes, one year after they were appointed as our new contractors.   

We’ve reviewed your feedback and we’re pleased to share that we’ve seen some positive progress, especially with cleaning tasks. We’re still keeping a focus on attendance, quality, bin store maintenance and safety concerns. We’ll share a full breakdown of the results and what improvements we’re making once next steps have been agreed with our contractors. 

We’re continuing to have regular meetings with our contractors to make sure their quality of service meets our standard.  We’re also carrying out more site visits, to ensure ongoing collaboration and resolve issues faster. In addition to this, we’ve recently introduced a new contractor meeting template and contractor management training to make sure improvements stick. 

In 2025, we completed our first round of visits with block representatives and contractors to understand priorities for each block. We’re pleased to share that initial feedback was positive! We’re currently carrying out our second round of visits, and these will continue on a 3 month basis.  

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.  

Stay up to date on your cleaning and grounds maintenance service: 

Cleaning service update  Grounds maintenance update 

 

Our repairs service: doing it right, first time

Satisfaction with our repairs service has increased by 1.3% between October - December 2025, and we’ve seen a 25% reduction in works in progress compared to April - June 2025.  

In December 2025, we brought PiLON on board as our new supporting repairs contractor with the help of Thrive Customer Voice members. Thanks to their feedback, we’re continuing to focus on the following areas to ensure our repairs service meets standards: 

  • Clear and timely communication 
  • Punctuality and reliability 
  • Professionalism and respect 
  • Competence and quality of work 
  • Continuity and follow up 
  • Flexibility and accessibility  

See how else we’re using your feedback to improve our repairs service

We’re also continuing to strengthen how we deliver repairs by: 

  • 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. 
  • Improving our process for follow‑on works to ensure you receive clearer updates when a repair can’t be completed on the first visit. 

Never miss an update about your repairs service

Complaints handling: how we’re continuing to improve

We’ve seen around a 25% drop in new complaints between September – December compared to the previous year.  

This improvement is likely linked to clearer communication and stronger contractor management, which is helping make our services more reliable. We continue to focus on improving contractor performance through joint visits, clearer communication with residents, and regular engagement with block representatives. We’ve also introduced a new contractor meeting template, and contractor management training is being planned to ensure improvements are sustained.    

We continue to analyse the reasons behind complaints so we can target improvements where they’re needed most. Using your feedback, we’ve already taken the following actions to improve our services:  

  • 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. 

Curious to learn more about these results? Get in touch.  

Find out how we're listening and acting on your feedback