Customer Insight
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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.
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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.
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 25 - December 25.
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 25 - December 25.
Complaints
Housing Ombudsman Cases
Compliments
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 25 - December 25.
Asset Management Satisfaction
Tenancy Services Satisfaction
Complaints Satisfaction
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