Customer contact
Working with more accurate data and embracing technology improves how we inform our planning, so we can guarantee we’re investing in the right homes at the right time.
- 774 customer compliments sent into our contact centre, acknowledging good quality services you received, with many more received by C&C, Enham Trust and EBHT
- A total of 1,158 fast-track customer complaints were received and resolved.
of you are satisfied that we listen to your views and act upon them
of you are satisfied that we keep you informed about things that matter
Complaints and compliments
Your thoughts and opinions play a vital role in helping us to shape the services we provide for you. During the year many customers were contacted by an independent research company, CX feedback, and asked to complete a TSM survey to capture your feedback about how we deliver our services to you.
The TSM survey was created by the Regulator of Social Housing (RSH) which oversees all social housing landlords
(in England), like us and the services we provide for you.
TSMs relate to responses from both rental and shared ownership customers and performance data about how we’re delivering our services.
You can find out more about TSMs and how customers scored our services here.
Tenant satisfaction measures (TSMs)
First-class ratings of G1 and V1 for our governance and viability were confirmed in July 2023, following an in-depth assessment by the Regulator for Social Housing (RSH).
Maintaining top governance
and viability ratings
The ratings, which are the highest that can be awarded, reflect our strengths in the way we run our business and financial good sense.
Responsible business management is crucial to deliver the highest standard for you, in terms of maintaining your home for the longer-term as well as building good-quality new affordable homes.