A warm welcome to the latest edition At Home with Karbon.
In this issue, we’re shining a spotlight on how your feedback is driving real, meaningful change – helping us improve our services and support you in the ways that matter most.
We’re pleased to share that we’ve been named among the top 50 large social landlords* nationally for our Tenant Satisfaction Measures. These independent measures show how we’re performing, and we’re proud to have ranked fifth for overall satisfaction, fourth for repairs satisfaction and third for complaints handling. While these results are encouraging, we know there’s still more to do – particularly around wait times for non-emergency repairs – and we remain fully committed to improving.
As part of that commitment, we’ve introduced a specialist damp and mould team to make sure any concerns are handled quickly and effectively. Your health and wellbeing always come first. You can meet the team on page 8.
We’ve also listened closely to our leaseholders and shared owners, who asked for more content tailored to their needs. In response, we launched our Leaseholder Life section a few editions ago, and we’re continuing to develop it to ensure it’s as useful and relevant as possible.
We’re also making it easier than ever to get in touch with us, with the launch of our new customer app and WhatsApp service, alongside our usual contact methods. You can find out more on page 4.
On page 7, you’ll hear from one of our customers, Brenda about the recent improvements made to her home, including a new kitchen, windows and doors – part of our wider investment in our homes and communities.
I hope you enjoy this edition, and we would really welcome your ongoing feedback. If you have ideas or suggestions for future issues of At Home with Karbon, please get in touch.
Thank you.
Ian Johnson
Executive Director of Customer Services
*Tenant Satisfaction Measure results for the 2024/25 financial year
Download At Home With Karbon
Download plain text version
A warm welcome to the latest edition At Home with Karbon.
In this issue, we’re shining a spotlight on how your feedback is driving real, meaningful change – helping us improve our services and support you in the ways that matter most.
We’re pleased to share that we’ve been named among the top 50 large social landlords* nationally for our Tenant Satisfaction Measures. These independent measures show how we’re performing, and we’re proud to have ranked fifth for overall satisfaction, fourth for repairs satisfaction and third for complaints handling. While these results are encouraging, we know there’s still more to do – particularly around wait times for non-emergency repairs – and we remain fully committed to improving.
As part of that commitment, we’ve introduced a specialist damp and mould team to make sure any concerns are handled quickly and effectively. Your health and wellbeing always come first. You can meet the team on page 8.
We’ve also listened closely to our leaseholders and shared owners, who asked for more content tailored to their needs. In response, we launched our Leaseholder Life section a few editions ago, and we’re continuing to develop it to ensure it’s as useful and relevant as possible.
We’re also making it easier than ever to get in touch with us, with the launch of our new customer app and WhatsApp service, alongside our usual contact methods. You can find out more on page 4.
On page 7, you’ll hear from one of our customers, Brenda about the recent improvements made to her home, including a new kitchen, windows and doors – part of our wider investment in our homes and communities.
I hope you enjoy this edition, and we would really welcome your ongoing feedback. If you have ideas or suggestions for future issues of At Home with Karbon, please get in touch.
Thank you.
Ian Johnson
Executive Director of Customer Services
*Tenant Satisfaction Measure results for the 2024/25 financial year
Download At Home With Karbon Download plain text version
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