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.
We’ve got some exciting new roles for Karbon Homes customers looking for an opportunity – we’ve launched our latest round of apprenticeships!
From those who are just starting out in work, to those who have been trying to get back in to work after a break and even those who want to re-train and pursue a new career, the programme offers something for everyone.
Earn while you learn and gain valuable experience through our apprenticeship programme, exclusively for Karbon Homes customers.
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.
More news
Langley Park Boxing Club opens doors to support community, fitness and futures
Local coach and Karbon Heating Engineer, Harry Thorpe, founded the not-for-profit boxing club motivated by a desire to give back to the community. Karbon Homes were delighted to support Harry's venture providing a building to welcome space for children, teenagers and adults alike to get fit, learn new skills and build confidence.
Our summer 2025 edition of At Home with Karbon has arrived!
This edition is packed with stories from across our communities, as well as helpful information and advice we’re pleased to share with you.