Customer Satisfaction
We want to know how our customers think we are doing.
To help us find out we’ve been working with a market research agency who ask over 135 customers each month about their experience with us.
We use this feedback to improve our services, together with what we learn from our estate walkabouts and what our customers tell us.
In other words, we try and do more of what you told us you like and less of what you don’t like.
We work with an external research company to conduct and analyse customer feedback.
Customer feedback report 2024/25
Listening to your opinions
Each month we select a random sample of customers who have had different services from us in that month. Examples of these services can include
- a repair
- support from our anti-social behaviour team
- contact with our rents team
If you are included as part of the sample you will be contacted by our call centre staff and they will explain the purpose of the survey and ask if you would like to take part. If you have any concerns you are welcome to contact our call centre or contact us in another way to verify that it is us contacting you.
We use the results to help us improve our services and we may use anonymised comments in our publications.
What do our customers think?
What next?
Our new corporate plan has set out our ambitions to provide an excellent customer experience, provide quality homes to be proud of and support people and communities to thrive and we will aim to deliver.
How do we compare?
The feedback we receive, and tenant surveys undertaken by other Registered Social Landlords (RSLs) in Wales are monitored by our Regulator the Welsh Government.
Our customers, those who are considering becoming our customers and other interested organisations and individuals can see how our customers feel about our services.
In June 2025, the Welsh Government released a report on tenant satisfaction across Social landlords: tenant satisfaction survey 2025 [HTML] | GOV.WALES