As a social housing provider, we're required to collect and submit quarterly feedback from tenants/customers to the Regulator for Social Housing (RSH) to check that we're meeting the regulatory requirements and achieving expected standards and outcomes.

This feedback gives us valuable insights into your experience and helps us improve our services.

In November, the RSH published the national Tenant Satisfaction Measures (TSM) results which covered the period of April 2023 - March 2024.

We're pleased to share an update about how we're doing against the national results, what we’re working on and how we’re going to continue to improve for customers.

On 3 February until 28 February, we'll be carrying out phone surveys with a random sample of customers through our independent research company, MEL Research.

12 questions are set by RSH and they will cover tenant perception measures, and wider feedback. 

Your feedback helps us understand what we’re doing well and where we can improve.

From 27 January we’re launching a new approach to tackling anti-social behaviour and nurturing good neighbourhood management.

As part of the launch we’ve developed a handy directory to show what anti-social behaviour is and isn’t, as well as clear guidance about how issues can be resolved.

As the temperature drops over winter, you may notice condensation in your home. If this is left untreated, it can result in damp and mould problems.

Last year, we were contacted by a customer in North Yorkshire who reported damp and mould in her home.

We arranged for a surveyor to carry out a full home survey, rather than looking at the damp and mould issue in isolation. This meant we picked up other improvements we could make to benefit the customer, as well as resolving the damp and mould.