Hello and welcome to the latest edition of our newsletter,
I’m pleased to share this month’s update with you — shaped by what you’ve told us matters most. From complaints and compliments to survey responses and looking at trends in how and why you contact us, your feedback is helping us improve the services you rely on.
This edition highlights how your voice is driving change — from lessons we've learned through complaints, to our latest Tenant Satisfaction Measure (TSM) results, improvements to our repairs service, and how we’re preparing for damp and mould this winter.
We hope you find this update useful, and if there’s something you’d like us to cover in future editions, please let us know so we can keep you informed about what matters most to you.
Every complaint is an opportunity to learn
In 2024/25, we received 990 formal complaints—each one offering valuable insight into how we can do better. More feedback means more understanding, and more chances to improve the services we provide. Complaints have helped us identify recurring issues and take meaningful action. So far, we’ve:
- Set up a central complaints team
- Hired more repair engineers, cutting overdue repairs by 55.5%
- We’ve appointed new cleaning and grounds maintenance contractors to help meet estate standards—and customer satisfaction has already increased by 4.3%
- Reviewed every open anti-social behaviour (ASB) case to ensure it meets our ASB Policy, and identified areas where we can work smarter.
You can read more about what complaints are telling us — and how we’re responding — on our website, where we regularly share updates and learning.
If you're interested in how we handle our complaints and how we’re applying Housing Ombudsman guidance in practice, keep an eye out for our Annual Complaints Handling Performance and Service Improvement Report, available on our website from 30 September 2025.
Tenant Satisfaction Measures: what we’ve learned
We’ve recently published our performance under the Tenant Satisfaction Measures (TSM) — a set of service metrics and satisfaction questions we report to our regulator. We’re thrilled to share that we closed the year with an overall customer satisfaction score of 74.8%! That’s a 2.2% improvement on last year—and it puts us ahead of the UK Customer Satisfaction Index (CSI) average for the public sector.
Our combined score (renters and homeowners) has risen to 71.9%, up from 69.7%, and is now above the UK Customer Service Index average of 71% for local public services. This progress shows we’re heading in the right direction, and it’s all thanks to your valuable feedback. You can read more about how we’re doing, here.
We’re committed to continuing our journey of improvement and delivering a service you can trust. Your feedback continues to shape the way we work, you can feedback on any aspect of our service by clicking here.
Leah Thompson,
Head of Customer Insights & Experience
