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Customer Insight 

This page is dedicated to sharing the insight we have gathered, which helps to shape the services we provide. 
 
We welcome your feedback and suggestions to help us continuously improve, please click here. 
 
What is Customer Insight?
Customer Insight is the learning we gain through multiple channels, for example complaints, compliments, surveys and scrutiny reviews. We gather and analyse this information to help us make informed decisions to improve the services we deliver to you.
Who collects and reviews the Customer Insight?

Our Customer Insight is collected and reviewed by the Service Improvement Team. The insight gathered is then shared with our Tenant Committee, Board and internally with all teams to help drive improvements and inform decision-making. You can view our Insight Framework which demonstrates our approach to using your feedback to help shape our services here.

Here are some key areas we monitor to understand your experiences and improve our services.
This information will be updated each quarter. 
Call Handling

When you call us you will be presented with six call options which are detailed here. The following is our performance from April 2025 - March 2026.

0 Average Call Wait Time
Target: 45 Seconds
0 Calls Answered
Target: 95%
Complaints and Compliments 

The complaints figures relate to our formal complaints process. The percentage of complaints upheld is where we have unfortunately not met the expected standards when delivering our services. Find out more about our complaints process here. The following is our performance from April 2025 - March 2026.

Complaints
0 Complaints Received
0 ongoing
0 Complaints Upheld
Housing Ombudsman Cases
0 Under Review
0 Outcomes Received
Compliments
0 Compliments Received
Transactional Satisfaction Surveys 

We regularly carry out transactional surveys after a specific service has been delivered to understand your experience. These ongoing surveys help us track satisfaction levels across a range of services. If you have not received a transactional survey and would like to share your feedback click here. The following is our performance from April 2025 - March 2026. 

0 At the end of each transactional survey, tenants are asked to rate their overall satisfaction with CGA
Target: 80%
Asset Management Satisfaction
0 Responsive Repairs
0 Gas Service
0 Home Improvements
0 Major Adaptations
0 Minor Adaptations
0 New Build Homes
Tenancy Services Satisfaction
0 Lettings Process
0 Handling of Anti-Social Behaviour
Complaints Satisfaction
0 Handling of Complaints

Thank you for sharing your views and helping us improve. To see how your feedback is shaping our service delivery view our Service Transformation Strategy