Please note: the figures below reflect the results from surveyed residents living in our low cost rental accommodation (LCRA). The results from our surveyed homeowners can be viewed here.

01 Overallsatisfaction

Overall satisfaction

63.0% satisfaction

08 Fair&Respect

Fair & Respect

80.2% satisfaction

11 Contributiontoneighbourhood

Contribution to neighbourhood

73.1% satisfaction

07 Keepresidentsinformed

Keep residents informed

76.3% satisfaction

05 Safehome

Safe home

78.0% satisfaction

04 Wellmaintained

Well maintained

71.5% satisfaction

10 Communalareas

Communal areas

66.6% satisfaction

12 Asbhandling

ASB handling

63.5%

02 Overallrepair

Repairs service

65.3% satisfaction

06 Listen&Acts

Listens and acts

59.3% satisfaction

03 Speedofrepair

Repairs time taken

61.5% satisfaction

09 Complaintshandling

Complaints handling

33.1% satisfaction

What we’re doing well

We’re proud that 80.2% of residents feel we treat them fairly and with respect. This is something we know matters deeply to our residents, and it’s one of our HEART values, so it’s encouraging to see such a positive result.

Safety

We’re also pleased that 78.0% of residents feel their home is safe, this is a priority we remain committed to. We continue to strive for the highest standards when it comes to fire and building safety and we invest significantly in improving safety in our homes. You can read more about what we’ve done and continue to do in our commitment to fire and building safe.

Being well informed

It’s also positive that 76.3% of residents feel well informed. Being informed is essential for delivering great services and we understand how important that is to our residents. Over the last year we’ve reviewed and improved many of our standard letters and publications, working alongside our Resident Communications Group to ensure communications are clear and customer friendly.

 

Repairs

71.5% of residents are satisfied with how we maintain homes, this is good, however we know there’s more to do. That’s why we’ve launched our new Online Account, making it easier to book, track, and manage repairs, giving you more control and peace of mind. 

With 67% of repairs now handled by our in-house Resolve team, we’ve better oversight and can respond faster to resident needs. Thanks to increased and more reliable van stock, smarter diagnostics like video calling, and faster ‘first-time’ fixes, we’ve reduced the number of outstanding repairs jobs and repeat visits.

We’ll keep building on these strengths as we work to improve the experience for all our residents.

 

Our Service Promise

As part of our TSM survey, we asked additional questions about residents’ most recent contact with us, often about repairs, tenancy, rent, or complaints.

  • 91.4% felt treated with respect
  • 74.4% agreed our team took responsibility to help

We’re proud of these results and are continuing to strengthen trust by recognising individual needs and staying accountable in everything we do.

Listen and Act

We understand one of the biggest drivers of satisfaction for residents is when we Listen and Act, and our results (59.3%) show we need to do better in this area. Residents tell us they want us to show we understand what they need, that we take positive action to resolve issues, and that we keep them updated along the way.

Earlier this year our Local Link approach was launched, and this new way of working has been shared with residents. The Local Link team will also be working behind the scenes to tackle key issues in our communities. With Local Link we’re responding directly to what residents have told us matters most; localised, responsive services.​ Our Local Link leads are creating a stronger sense of ownership and visibility, reassuring residents there’s someone who knows their area and is taking action to make improvements.

Residents have also highlighted concerns around issues not being acted upon and not feeling listened to. With increased training for our frontline teams, and improved systems, we’re working to increase resolution at the first point of contact. This means residents receive information faster and without being passed around teams.

Anti-Social Behaviour (ASB)

We understand that Anti-Social Behaviour (ASB) 63.5% is a key concern for residents. That’s why it remains a top priority for us and we’re committed to making meaningful improvements.  Our new ASB and Good Neighbourhood procedures help residents agree solutions to issues, rather than seek to find fault or blame. We’ve also seen that improved communications, timely case updates, and tailored responses are crucial, so we’re addressing these through updated colleague training and clearer guidance.

 

Complaints

We know that satisfaction with how we handle complaints, currently at 33.1%, is the lowest among all the Tenant Satisfaction Measures (TSMs), and we’re determined to improve.

We’re investing in better training and coaching for both complaints and operational teams, informed by resident feedback and internal data. We’re also upgrading our systems and refining our processes to make complaint handling more consistent, timely, and empathetic. We will continue to work with residents on the Complaints Panel to identify improvements in communication, quality and compliance

We’ve also improved our response times:

  •          95% of new complaints are now acknowledged within 5 working days
  •          90% are responded to on time

We’re committed to continuing this progress and making sure resident’s concerns are heard and resolved quickly.

Croydon Colleagues 170423 20

How do we produce our results?

We explain the process we follow to produce our Tenant Satisfaction Measure results.

More about the TSM process