We welcome your feedback
It helps us to know what we’re doing right and what we can improve. We aim to make it quick and easy for you to have your say about what matters to you, so we can deliver the best possible service and you can get on with enjoying your home.
We monitor our performance and listen to your feedback to make sure we’re always improving what we do and delivering an outstanding service.
We’re honest too. We’re transparent about changes to our services and always welcome your thoughts on how you feel about them.
Your feedback matters. We may contact you from time to time to ask how you rate our services. You can help us to know where we’ve got it right and opportunities to improve where we’ve got it wrong.
You can share your feedback at a time and in a way that’s convenient for you. And, in a world where it’s nice to be kind, we’d also love to know when our people have delivered a great service and have made you smile.
We welcome complaints. They help us to understand how we can fix any problems and make sure they don’t happen again. Of course, our aim is to provide you with outstanding customer service, but we understand that sometimes things can go wrong. If this happens, we know how frustrating it can be and we want to work with you to put things right.
We will do our best to resolve your concerns as soon as we are aware of your issue, however, if we’re unable to put things right at the start, we will manage your concern as a formal complaint.
We define a complaint as: “An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by us, our staff, or those acting on our behalf, affecting you”.
How we’re doing
We measure our performance on an ongoing basis, and below you can find our quarterly customer service results.
April - June 2021
Net Promoter Score +21
We're committed to better understanding our overall relationship with you, using the Net Promoter Score (NPS) measurement. Each year, we ask you to rate us on a scale of 0-10 and our score is calculated between -100 and +100, and our most recent score was +21.
There are lots of ways you can get on board, head over to Get Involved page to find out more about how you can have your say - in a way that suits you.