Your feedback from the Tenant Satisfaction Measure surveys

Your feedback from the Tenant Satisfaction Measure surveys

Since May, we’ve been surveying you, our customers, to understand how satisfied you are with our services and where we can improve. The results from these surveys will be reported to the Regulator of Social Housing, as part of the new Tenant Satisfaction Measures (TSMs), which have been designed to see how well landlords like us are doing at:

• Keeping properties in good repair
• Maintaining building safety
• Respectful and helpful engagement
• Effective handling of complaints
• Responsible neighbourhood management

So far, we’ve completed more than 2,300 surveys, and we’ll keep collecting feedback up until the end of this year. We’re still carrying out the surveys so if you haven’t been contacted, you might still be. In total, we’ll complete over 3,000 surveys. Here’s what you’ve told us so far:

• You’re really satisfied that we provide a home that’s safe and that we treat you fairly and with respect
• You’ve told us that we generally provide a good service and our colleagues are friendly, helpful and polite
• Some customers have said that repairs are done well, on time and to a good standard

But…

• You’ve also told us that sometimes we need to improve our communication and keep you updated more regularly
• Although some customers are happy with the repairs service, some of you have said that you’re dissatisfied with the speed of repairs, the quality and the overall condition of your home
• You’ve also fed back that we need to improve our approach to handling complaints

A big thank you to everyone who’s taken part in a survey and shared your feedback with us so far.

We really value your feedback

We’re really keen to understand how satisfied you are and if you’re having a positive experience with Abri. Because by understanding how we’re doing delivering our services, we’re able to improve and make things better.

To learn more about the TSM surveys, click here.