They said, we listened. Our improved tenant satisfaction results

Our Tenant Satisfaction Measures have shown significant improvement, including a 5% increase in overall satisfaction.

We’ve listened.

Work to achieve this shift includes improving call handling performance considerably, with average waiting times now consistently below five minutes.

Improved call queuing, clearer messaging and call-back functionality are helping to reduce perceived waiting times and give customers more flexibility in how they contact us.
 
Alongside this, we have expanded our contact channels to better reflect customer preferences. The introduction of platforms such as WhatsApp and Facebook Messenger is providing more convenient and accessible ways for customers to get in touch.
 
We've also introduced a dedicated Service Resolution Team. This function focuses on early intervention and the swift resolution of lower-level issues, often on the same day and always within one week. This proactive approach has contributed to a 32% reduction in complaints.
 
We have also strengthened cross-functional working within the Customer Service Centre. By bringing together housing, planning, contractor and repairs expertise, we are increasing first contact resolution and delivering a more seamless customer journey.

In addition, improvements to our maintenance service are delivering tangible outcomes. Investment in new boilers has tripled, there has been a strategic shift towards increased delivery through the Direct Labour Organisation, and improved van stock is supporting higher first-time fix rates. Where resolution is not immediate, clearer “what next” communication is helping to manage expectations and improve transparency.
 
Supporting these changes are a number of initiatives, including AI-supported call summaries to improve consistency and reduce administrative burden, video triaging to enhance diagnosis of repairs issues, and a renewed focus on translation, interpretation and mental health awareness to ensure services are inclusive and accessible to all.
 
Collectively, these improvements demonstrate a more proactive, insight-driven and customer-focused approach, with measurable gains in service performance, accessibility and customer satisfaction.

View our latest TSM results here