The results from our recent survey

The results of our recent repairs satisfaction survey are officially in. The findings highlight key customer feedback, including a 75.7% overall satisfaction rate with repairs, a 90.0% satisfaction rating for operative conduct, and a clear preference for text message updates. The feedback also highlights core priorities, such as getting repairs completed right the first time and appointment speed. You can read more about the results on our summary infographic!

Using Your Voice to select our next contractor

We are using this insight to directly influence the procurement of our new repairs and heating contractor, ahead of the contract start in April 2027.

To ensure the new service meets your expectations, data from this satisfaction survey will be combined with:

• Tenant Satisfaction Measure (TSM) data
• Monthly transactional survey findings
• Internal management data
• Complaints data
• Insights from our customer focus group (you can read more about how this went in the article below)

By combining these different sources of feedback and working with our focus group, we've formulating two dedicated scoring questions specifically designed for the upcoming tender process - you can view them and let us know your thoughts on them here. This ensures that potential contractors are evaluated directly against what matters most to you, keeping your priorities, needs, and preferences at the centre of the process.