In previous editions of Take Five we’ve explained how the way we report how we’re performing to you, our customers, is changing.
The Regulator of Social Housing has introduced Tenant Satisfaction Measures (TSMs) to assess all social landlord’s performance through customer surveys.
Our first set of results have now been published. We collected this information from surveying 2,878 customers across the Karbon Group, all picked at random.
We’re pleased to share that the following areas received the highest levels of positive feedback from customers:
Repairs carried out quickly and to a high standard
Customers feeling listened to and respected by Karbon
Customers felt safe in their homes due to regular safety checks
What we’ve learned so far
Repairs
Whilst most customers are happy with the quality of repairs being carried out, some of you told us that you had been waiting too long for appointments. In response to this feedback, we have recruited additional trade operatives and sub-contractors to reduce wait times.
We recognise that the speed of our repairs service is a top priority for customers. We are already seeing a reduction in the average length of time to complete repairs and would ask for your continued patience whilst we work to further reduce wait times.
Damp, Mould and Condensation
You told us that you are experiencing issues with damp, mould and condensation. We have created a project team who are working hard to tackle the issue and you can find more about our approach on our dedicated area on our website. It also has information about how to report it to us, types of damp and advice and tips to manage damp and mould in your home.
Are you a skilled Tradesperson looking for a new opportunity in the North East?
Then be sure to come along to our recruitment open day exclusively for trades roles including Operations Surveyor, Plasterers/Damp Proofers, Plumbers, Joiners, Electricians, Bricklayers, General Construction Operatives and Multi-trades.
Date: Friday 15 August 2025
Time: 10:00-16:00 (40 minute slots)
Location: Karbon Homes Newburn office, Unit D2, The Waterfront, Newburn Riverside, Newcastle Upon Tyne, NE15 8NZ
In previous editions of Take Five we’ve explained how the way we report how we’re performing to you, our customers, is changing.
The Regulator of Social Housing has introduced Tenant Satisfaction Measures (TSMs) to assess all social landlord’s performance through customer surveys.
Our first set of results have now been published. We collected this information from surveying 2,878 customers across the Karbon Group, all picked at random.
We’re pleased to share that the following areas received the highest levels of positive feedback from customers:
Repairs carried out quickly and to a high standard
Customers feeling listened to and respected by Karbon
Customers felt safe in their homes due to regular safety checks
What we’ve learned so far
Repairs
Whilst most customers are happy with the quality of repairs being carried out, some of you told us that you had been waiting too long for appointments. In response to this feedback, we have recruited additional trade operatives and sub-contractors to reduce wait times.
We recognise that the speed of our repairs service is a top priority for customers. We are already seeing a reduction in the average length of time to complete repairs and would ask for your continued patience whilst we work to further reduce wait times.
Damp, Mould and Condensation
You told us that you are experiencing issues with damp, mould and condensation. We have created a project team who are working hard to tackle the issue and you can find more about our approach on our dedicated area on our website. It also has information about how to report it to us, types of damp and advice and tips to manage damp and mould in your home.
Did you know?
Our MyKarbon portal now lets customers:
report damp and mould issues
upload images for surveyors and book appointments
view detailed inspection reports, including surveyors’ notes
update active inspections with new images.
Our customer TSM surveys will continue, and we’d really appreciate your feedback if you are contacted.
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