There are many ways you can share your views about our services.
Your feedback plays a vital role in helping us improve, shape how we work, and make decisions that matter to you.
While we know there is always more to do, this update shows how we have listened to what you’ve told us, acted on your feedback, and used your experiences to learn and improve our services.
Customer voice in numbers (2025/26 totals):
• 6,000 responses to our customer transactional feedback surveys
• 1,164 responses to our Tenant Satisfaction Measures survey
• 1,576 responses to our annual ‘who are our customers and what’s important to them’ survey
• 5 policy or procedure co-design projects
• 2 workshop, focus, task and finish groups
• 2 Customer Complaints Panel meetings
• 7 customer consultations
• 2 waves of app and portal testing with customers
• 32 customers attended our ‘believe in feedback’ 2025 event.
What your feedback has helped us achieve
Because of your involvement, you have helped us to:
- Understand the things that are important to customers, and how best to keep you informed about the things that matter to you.
- Decide how grant funding is allocated across the county
- Shape the content of our annual report.
- Agree the standards and level of service you should expect from us
- Review and improve our Repairs Policy.
- Co‑design colleague training: ‘Beyond the Doorstep.’
- Review our Tree Policy and confirm it remains fit for purpose.
- Improve how we communicate digitally.
- Make our complaint letters more empathetic and focused on resolution.
- Check that we meet the Housing Ombudsman’s Complaint Handling Code through our annual self‑assessment.
Understanding what matters to you
We are committed to making sure you are satisfied with our services.
Our independent partner Acuity supports us by collecting customer feedback. They may contact you directly by telephone or email for your feedback. If you tell Acuity that you are unhappy, we will contact you to understand what has gone wrong and work with you to put things right.
Tenant Satisfaction Measures (TSMs) are one of the ways you can tell us how we are doing. This year, over 1,000 customers shared their views through the TSMs, helping us understand what’s working well and where we need to improve.
how we performed this year
| Tenant Satisfaction Measures | 2024 | 2025 | % increase in satisfaction 2024 vs 2025 |
|---|---|---|---|
| TP01: Overall Satisfaction | 78% | 82% | +4% |
| TP02: Satisfaction with repairs | 76% | 85% | +9% |
| TP03: Satisfaction with time taken to complete the most recent repair | 74% | 81% | +7% |
| TP04: Satisfaction that the home is well maintained | 76% | 80% | +4% |
| TP05: Satisfaction that the home is safe | 83% | 85% | +2% |
| TP06: Satisfaction that believe housing listens to tenant views and acts upon them | 69% | 74% | +5% |
| TP07: Satisfaction that believe housing keeps tenants informed about things that matter to them | 76% | 78% | +2% |
| TP08: Agreement that believe housing treats tenants fairly and with respect | 83% | 86% | +3% |
| TP09: Satisfaction with believe housing’s approach to handling complaints | 34% | 36% | +2% |
| TP10: Satisfaction that believe housing keeps communal areas clean and well maintained | 75% | 79% | +4% |
| TP11: Satisfaction that believe housing makes a positive contribution to neighbourhoods | 71% | 72% | +1% |
| TP12: Satisfaction with believe housing‘s approach to handling antisocial behaviour | 63% | 65% | +2% |
We are proud of the positive feedback we receive, and customer satisfaction is increasing, but we also know there are areas where we need to do better. Because we understand what matters most to our customers, we are focused on making improvements where they will have the biggest impact.
Improving repairs and communication
This year, we carried out approximately 65,000 day to day repairs in our homes. While many customers are satisfied with our repairs service, you told us that communication can be difficult when repairs are complex.
In response, we have:
• introduced a single point of contact for complex repairs
• increased check-ins so you’re kept informed
• followed up after repairs to make sure the issue is fully resolved
• acted on any negative feedback we receive through survey feedback.
We have also improved our ICT systems and introduced a new Customer Hub system to help us deal with enquiries and manage repair appointments more efficiently.
Improving complaint handling
This year, we closed 812 complaints. While many customers are satisfied with our complaints service, you told us that us delivering on promised actions does not always happen and you would like more frequent communication when issues are still outstanding.
In response, we have:
- recruited additional staff
- improved our systems to strengthen case management and oversight
- offered every customer who goes through our complaints process the opportunity to give feedback, and we learn and act on this feedback.
Customer Complaints Panel
This year, we set up a Customer Complaints Panel to hold us to account.
The panel:
- reviews our complaints performance
- checks that our complaints process is fair, open and focused on putting things right
- helps us identify learning and improvements across our services.
The panel also looks beyond individual complaints, helping us understand the root causes of issues so we can prevent them happening again.
How your feedback has led to real improvements
The examples below show how we have listened to you and acted on what you’ve told us through complaints and other types of feedback you offer us:
You told us fencing repairs were taking too long.
What we did: We agreed a programme of works and prioritised fencing where safety is a concern.
What’s improved: Our communication around fencing has improved.
You told us we don’t always tailor services to meet individual circumstances.
What we did: We introduced a Vulnerability Policy, a tailored service register, and improved how we record household needs.
What’s improved: Complaints about reasonable adjustments have reduced, and overall satisfaction with our services has improved.
You told us you wanted more reassurance after damp and mould work.
What we did: We added extra follow ‑up checks, contacting customers two weeks after work is completed and a few months later to make sure issues have not returned. We have re-introduced a leaflet on damp and mould and more information on our website.
What’s improved: Customers report feeling more reassured that issues are being resolved. Complaints about damp and mould have reduced by 26% compared to last year.
You told us that asbestos in your home caused worry and concern.
What we did: A senior member of our Compliance Team contacts affected customers directly to offer reassurance, explain next steps, and provide additional support.
What’s improved: Complaints about asbestos have reduced compared to last year, and customers report feeling more reassured about safety in their homes.
You told us that repairs reported during the defect period were taking too long to resolve.
What we did: We introduced more frequent check-ins during the defect period, added a nine-month follow up survey, and created a Defects Management Policy to improve oversight and accountability.
What’s improved: Customer satisfaction continues to increase.
You told us that communication was not always clear during the repair journey.
What we did: We introduced new ways of working so customers have a single point of contact for complex repairs. We also improved our systems to make sure promised actions are tracked and completed.
What’s improved: Complaints about communication have reduced by 10%, and satisfaction with repairs and listening to our customers has improved.
You told us that expectations about our services were not always clear.
What we did: We provided staff with training on having clear and honest conversations, relaunched customer repair responsibilities, revised our approach to anti‑social behaviour, and are re‑launching our tenancy handbook.
What this will improve: Customers will have clearer information about what services we can provide and what to expect from us.
You told us that you wanted clearer guidance on how we handle antisocial behaviour.
What we did: We reviewed our approach and improved how we explain what actions we can and cannot take, making sure expectations are clear throughout the process.
What this will improve: Customers will better understand the ASB process and what support is available.
Thank you
Thank you to everyone who has shared feedback or taken part in our engagement activities. Your views help us improve services for everyone.
Our next annual believe in feedback event will take place on Thursday, 18 June 2026.
If you’d like to attend or get involved, please email engagement@believehousing.co.uk or call 0300 1311 999.