Since May, we’ve been surveying our customers to understand how satisfied they are with our services and where we can improve. The results from these surveys will be reported to the Regulator of Social Housing, as part of the new Tenant Satisfaction Measures (TSMs), which have been designed to see how well landlords like us are doing at:
- Keeping properties in good repair
- Maintaining building safety
- Respectful and helpful engagement
- Effective handling of complaints
- Responsible neighbourhood management
So far, we’ve completed more than 2,300 surveys, and we’ll keep collecting feedback up until the end of this year. We’re still carrying out the surveys so customers might still be contacted. In total, we’ll complete over 3,000 surveys. Here’s what customers told us so far:
- They’re really satisfied that we provide a home that’s safe and that we treat them fairly and with respect
- They’ve told us that we generally provide a good service and our colleagues are friendly, helpful and polite
- Some customers have said that repairs are done well, on time and to a good standard
But…
- They’ve also told us that sometimes we need to improve our communication and keep them updated more regularly
- Although some customers are happy with the repairs service, some of them have said that they’re dissatisfied with the speed of repairs, the quality and the overall condition of their home
- They’ve also fed back that we need to improve our approach to handling complaints
A big thank you to all of our customers who’ve taken part in a survey and shared their feedback with us so far.
We really value hearing from our customers
We’re really keen to understand how satisfied our customers are and if they’re having a positive experience with Abri. Because by understanding how we’re doing delivering our services, we’re able to improve and make things better.
To learn more about the TSM surveys, click here.