Customer Measures

We want to be sure that we deliver our 'Offer' as part of the Thrive Deal and measure our success by asking customers to complete telephone questionnaire surveys (see below). We also carry out estate inspections to oversee contracts and communal repairs.

Feedback on our measures is reported back to the Customer Experience Panel and shared in our Annual Report to Customers.

  • Thrive Deal overall


    • Were the staff you dealt with about your new tenancy helpful?
    • How satisfied were you with the overall performance of our workers in terms of their attitude, treatment of your home and tidying up after the work?
    • Thrive Homes treats its residents with respect (Y or N)
    • Were the staff that dealt with you about your new tenancy helpful?


    • Thrive Homes do what they say that they will do (Y or N)
    • Thrive Homes provides and efficient and effective service (Y or N)


    • Staff do what they say they will do (Y or N)
    • I trust Thrive Homes (Y or N)
    • Do you think that Thrive Homes listens to your views and acts upon them?

    General service

    • Overall, are you satisfied with the lettings process?
    • Based on how we handled your query, were you satisfied with the overall customer experience?
    • How satisfied were you with the ease of reporting the repair?
    • Did Thrive keep you informed throughout the repairs process?
    • Overall, how satisfied or dissatisfied were you with the repairs service you received on this occasion?
    • Thrive Homes provides an effective and efficient service (Y or N)
    • Thrive Homes is good at communications and keeps residents informed (Y or N)
    • Taking everything into account, are you satisfied with the service provided by Thrive Homes (Y or N)

    Digital service

    • I am able to access the services I need using digital channels (Y or N)
  • Your Home

    Home Standard

    • Were you satisfied with the overall condition of your home at the time of letting?
    • If there were any outstanding repairs when you moved into the property, were you satisfied with the way that Thrive dealt with them?

    Home Standard (new homes only)

    • Has the service provided by the contractor been good enough?

    Repairs - emergency

    • How satisfied were you with the overall quality of the work?

    Repairs - easyfix

    • How satisfied are you with the way Thrive Homes deals with repairs and maintenance

    Repairs - standard

    • As above

    Communal areas - cleaning

    • Thorough estate inspections</li >

    Communal areas – grounds maintenance

    • Thorough estate inspections

    Communal areas – Health and Safety

    • Thorough estate inspections
  • Our Relationship

    % enquiries answered at first point of contact

    • Did we resolve your query at first point of contact?


    • % complaints upheld
    • 100% of all complaints are audited and quality checked
  • Your Tenancy

    Becoming a Thrive customer

    • Was it easy to use the customer portal and was the information clear?

    ASB case handling

    • Are you content with the way your ASB case was dealt with?