Ways to get involved
Opportunity
What it is and how it works
Individual Customer Feedback
Customer satisfaction surveys after visits, repairs etc. Customers receive a link to respond to. We use your replies to celebrate and learn from good service and to identify and tackle poorer performance and shape services. Anyone who tells us the service they received was ‘poor’ receives a call from the manager of that service so that they can put things right. Tenant Satisfaction Measure surveys that we are required to carry out by the Regulator. The results are published and compared to other landlords. We carry out 1200 TSM surveys per year. This sample size is set by the Regulator and is determined by the number of homes we have. The results will show us what we need to do to get better. We use these methods to provide information, promote services and publicise events and activities. While it’s not direct involvement it can lead to customer participation.
Customer Feedback Surveys
Tenant Satisfacion Measures (TSMs) Surveys
Website, social media, Southway Stories and community noticeboards
Complaints and Compliments
We welcome your complaints because they are an opportunity for us to put things right and learn from mistakes.
Complaints
You can tell us when we do something well by send- ing in a compliment. These are passed onto the relevant team or individual member of staff and can help us recognise when we get things right.
Compliments
Customer Voice Strategy | 13
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