Customer Satisfaction

We are committed to providing the best possible service to all of our customers.  We want our services to be right first time and we want to hear from you if we don't achieve this. We therefore value complaints and use the lessons learned to improve our service delivery.

We also welcome positive feedback about any of our work.  If you have any complaints, comments or compliments please let us know.

Customer satisfaction report

Our latest customer satisfaction survey was carried out in September 2016.  An independent market research company interviewed 126 of our 316 tenants to gauge levels of satisfaction. The table includes the satisfaction on levels for 2013/14 as this helps us identify any long term trends.

Key Customer Satisfaction Results


  Question  Asked







Change since 2013/14  Satisfaction % 2016 - Group of 10 RSL  Average Satisfaction %
  Taking everything into account, how satisfied or dissatisfied are you with the overall service provided by your landlord? 92 90 +2 94
  How good or poor do you feel your landlord is at keeping you informed about their services and decisions? 97 100 -3 95
  How satisfied or dissatisfied are you that with opportunities given to you to participate in your landlord's decision making processes? 91 95 -4 93
  How satisfied or dissatisfied are you with the overall quality of your home? 74 70 +4 77
  Thinking about the LAST time you had a repair or maintenance carried out, how satisfied or dissatisfied were you the repairs and maintenance service provided by your landlord? 85 85 0 85
  Overall, how satisfied or dissatisfied are you with your landlord's management of the neighbourhood you live in? 91 95 -4% 80
  Taking into account the accommodation and the services your landlord provides, to what extent do you think that the rent for this property represents good value for money? 75 65 +10 80

Analysis of Results

We think it is important to focus on the areas where levels of satisfaction are lower or have been dropping over time.  

Our priorities arising from the survey are:

  • Improve level of satisfaction with information we provide about our services by encouraging greater use of the phone app, holding evening meetings to make it easier for all members of our community to attend and to make better use of Facebook.
  • Improve satisfaction with opportunities to participate in decision making by holding evening meetings and encouraging more tenants to attend the estate walkabouts which agree the priorities for spending our estate budget. 
  • Increase satisfaction with quality of homes by improving the standard of the houses we let to new tenants by continuing to invest heavily in our homes - installing new kitchens, bathrooms and heating systems.
  • Increasing satisfaction with the way we manage the neighbourhood through estate walkabouts, by increasing the services provided by our caretaking team and by installing and maintaining planters around the estate.