Over the last year, we had 3,208 responses from our customers to our monthly Tenant Satisfaction Measures (TSM) Surveys on how you think we’re performing.
Tenant Satisfaction Measures were created by the Regulator of Social Housing to assess if social landlords in England are doing their job right. There are 22 different measures that get checked to make sure that everyone lives in a safe, comfortable place with a landlord who cares about them.
We’re pleased to share that the following areas received the highest levels of positive feedback from customers:
- We keep you informed about things that matter to you.
- You feel that you’re treated fairly and respected by Karbon.
- You feel your homes are safe and well-maintained
There are also areas that you would like to see improvements on, including:
Repairs
You said: Some of you told us that you had been waiting too long for repairs.
We did: We invested an additional £2.9m to recruit additional trade operatives and extra sub-contractors to respond to the increased demand for repairs and cut down on wait times for appointments. We were able to complete an additional 6,000 repairs this last year, resulting in shorter wait times for customers.
Complaints
You said: You wanted to see improvements on how we handle complaints.
We did: We’ve set up a new Feedback Team to work closely with our operations experts. This means our operational teams will have more time to improve services while still providing a high-quality complaints process. We’ve also hired someone whose main role will be to learn from complaints, spot trends and find ways to make our services even better. We improved response timescales in the short term, and the new team has been recruited and launched in May 2025.
There’s even more information about how we’ve performed over the last year in our new customer annual report.
How we're performing
Over the last year, we had 3,208 responses from our customers to our monthly Tenant Satisfaction Measures (TSM) Surveys on how you think we’re performing.
Tenant Satisfaction Measures were created by the Regulator of Social Housing to assess if social landlords in England are doing their job right. There are 22 different measures that get checked to make sure that everyone lives in a safe, comfortable place with a landlord who cares about them.
We’re pleased to share that the following areas received the highest levels of positive feedback from customers:
There are also areas that you would like to see improvements on, including:
Repairs
You said: Some of you told us that you had been waiting too long for repairs.
We did: We invested an additional £2.9m to recruit additional trade operatives and extra sub-contractors to respond to the increased demand for repairs and cut down on wait times for appointments. We were able to complete an additional 6,000 repairs this last year, resulting in shorter wait times for customers.
Complaints
You said: You wanted to see improvements on how we handle complaints.
We did: We’ve set up a new Feedback Team to work closely with our operations experts. This means our operational teams will have more time to improve services while still providing a high-quality complaints process. We’ve also hired someone whose main role will be to learn from complaints, spot trends and find ways to make our services even better. We improved response timescales in the short term, and the new team has been recruited and launched in May 2025.
There’s even more information about how we’ve performed over the last year in our new customer annual report.
How we're performing
More news
Hitting the ground running
Lee Forsyth was struggling to find work and support his family after being made redundant. Here Lee tells us how our Money Matters Team, and New Start programme helped him to get back on track with a new job in our Grounds Maintenance Team.
We’re changing how we manage missed repairs appointments
To help us provide the best possible service for everyone, we’re updating our approach.