Customer feedback at the heart of our work
Our commitment to listening to customer feedback has been highlighted in a recent published report.
The Customer Feedback Report highlights the variety of ways we listen to tenants and how feedback helps shape services we offerEvery year, social housing associations in Wales are measured against a series of targets set by Welsh Government.
The latest figures show:
• 89% of tenants said we were trustworthy compared with the Wales average of 76% – the 3rd best in Wales for Trust.
• We were 7th out of 46 landlords in Wales for listening to tenants and acting on their feedback.
• We were 5th best in Wales for involving tenants in decision making, and having a say in how services are managed.
• 91% were satisfied with the services they had received from us
• 80% were satisfied with overall level of service based on their perception of our services
In 2024, we launched Your Voice, our 3- year tenant engagement strategy, which sets out how we will consult and engage with tenants.
In the past 12 months:
• 1,055 customer satisfaction phone surveys were carried out
• 14 estate walkabouts took place and 670 homes
• 4 specialist consultations were held, and we gathered feedback from 1,657 tenants
• 473 members of the Customer Panel gave their opinions in 2 consultations during the year.
• 80,000 customer enquiries were received by the contact centre
Sarah Schofield, our Director of Customers and Communities said: “It’s a pleasure to present the Customer Feedback Report for 2024/25 which reflects the important work we do to improve services.
“This report sets out our ambitious targets for customer satisfaction and highlights our strong performance. We’ve included information about how we compare with the 46 housing associations across Wales and we’re proud of what we’ve achieved.
“Listening and acting on the views of our tenants is central to our work, helping us to make sure that we’re meeting their needs, providing quality homes and excellent customer services. Through tenant participation, we’ve received valued feedback and ideas which have helped us to design and improve our services.
“Customers wanted us to invest more money in our current homes – we invested £13.9 million in the last year.
“We’ve made changes to our appointments services, to our cleaning services contract and to the process of transferring contracts and introduced new ways of making payments. All of this is as a direct result of feedback from customers.
“Of course, we know there’s still work to do to keep improving and we’re committed to keep improving every year. Over the next year we will focus on investing in our current homes, gather feedback on the repairs programme, talk to customers about digital services, consult on assisted grass cutting, continue with our estate visit programme and will revise our adaptations policy.
“Our aim is to continue to deliver a high quality service and putting our customers at the heart of everything we do”.