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Your views

Knowing what customers think about our services helps us improve.

We're asking more customers what they think about our services

We started our customer promise in 2017 to help us focus on the things that matter most to our customers. Every month we survey customers to ask them how well they think we deliver this promise. From April 2023, we started carrying out research called the Tenant Satisfaction Measures (TSM).

These are a set of measures which:

  • Let you see how well we are doing
  • Help us to know how we need to improve

They cover a range of things, including:

  • Customer satisfaction
  • How we're keeping properties in good repair
  • How we're keeping homes safe
  • How we're delivering respectful and helpful engagement
  • How we're handling complaints
  • How we're dealing with anti-social behaviour
  • Responsible neighbourhood management

We contact a percentage of customers each month for our TSM research to ask them how we're doing. We will share what we find with our customers and the Regulator of Social Housing. And most importantly, this research helps us improve the way we do things for our customers.

We want to hear from you

We might contact you by phone, email or letter to ask you for your views.

And if we don't contact you, we would still love to hear from you. You can always share your views and ideas with us in many different ways. Find out how to get involved.

Have your say

The Regulator for Social Housing is consulting tenants about ways to improve things for people living in social housing. Find out how to get involved on the government's website.

Find out what improvements we're making

Turning a radiator dial.

Doing things right: damp and mould

No one chooses to live with damp and mould, and it can be a serious issue. Over the last few years we have changed the way we deal with these issues. Find out more about these changes.


Doing things right: ASB

Customers tell us that anti-social behaviour (ASB) can make a huge difference to their lives. We want everyone to feel safe in their homes so dealing with ASB is a priority for us.

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Doing things right: complaints

Customers told us the way we handled complaints wasn't good enough. Find out how we have changed the way we manage complaints.

Customers and colleagues chatting at event.

Your views

What our customers think about our services helps us improve what we do.

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