Feedback from our customers is very important to us, with customer care and satisfaction at the heart of what we do.
It’s also important that similar organisations to us gather the same feedback.
Last year, the Regulator of Social Housing (RSH) created a new way to assess if social landlords in England are doing their job right, called Tenant Satisfaction Measures (TSMs).
The RSH asks us to measure this performance as Karbon Group, this includes Karbon Homes and subsidiaries 54North Homes and Leazes Homes.
We’re pleased to share that the following areas received the highest levels of positive feedback from customers:
What we’ve learned so far
Whilst we have actively been making impactful changes to the way we handle our complaints, we need to improve our responsiveness and communication on complaints, particularly for more severe or persistent issues.
We’ve already taken this customer feedback and made several changes to the way we handle escalated complaints.
We launched a dedicated complaints team in May 2025 to work with operational colleagues to record and oversee all complaints actions, and a new role to support at Stage two who follows up on actions and sees them through to conclusion has now been introduced. Although we have recently successfully responded to all complaints on time, we could be more consistent, so the new team is responsible for overseeing complaint deadlines and introducing a triage system to respond to complaints quicker.
Our approach to anti-social behaviour (ASB)
We do not tolerate ASB in and around our homes. We are continuing to improve on the service customers receive when they have reported this type of behaviour.
The ASB team reviews TSM feedback and contacts dissatisfied customers to resolve any issues. If customers had an open case previously, the relevant team manager will contact the customers to establish the issues and identify any further actions. If customers have not reported ASB previously, a colleague will contact them to discuss the issue and will open a case if appropriate or offer advice and signpost to relevant agencies and organisations. The team will continue to follow the ASB policy and carry out case reviews to ensure risk assessments are carried out, action plans with customers are completed and adhered to and actions are documented and followed up. Team managers also complete audits on both open and closed cases to ensure consistency and compliancy with the policy.
If you have experienced ASB, please report it to us. You can find out how to report it via our website here: https://www.karbonhomes.co.uk/customer-area/my-community/community-safety/anti-social-behaviour/
Our customer TSM surveys will continue, and we’d really appreciate your feedback if you are contacted.
Feedback from our customers is very important to us, with customer care and satisfaction at the heart of what we do.
It’s also important that similar organisations to us gather the same feedback.
Last year, the Regulator of Social Housing (RSH) created a new way to assess if social landlords in England are doing their job right, called Tenant Satisfaction Measures (TSMs).
The RSH asks us to measure this performance as Karbon Group, this includes Karbon Homes and subsidiaries 54North Homes and Leazes Homes.
We’re pleased to share that the following areas received the highest levels of positive feedback from customers:
Customers feel their homes are safe
Customers agree that we treat tenants fairly and with respect
Customers feel we keep them informed about things that matter to them
What we’ve learned so far
Complaints handling
Whilst we have actively been making impactful changes to the way we handle our complaints, we need to improve our responsiveness and communication on complaints, particularly for more severe or persistent issues.
We’ve already taken this customer feedback and made several changes to the way we handle escalated complaints.
We launched a dedicated complaints team in May 2025 to work with operational colleagues to record and oversee all complaints actions, and a new role to support at Stage two who follows up on actions and sees them through to conclusion has now been introduced. Although we have recently successfully responded to all complaints on time, we could be more consistent, so the new team is responsible for overseeing complaint deadlines and introducing a triage system to respond to complaints quicker.
Our approach to anti-social behaviour (ASB)
We do not tolerate ASB in and around our homes. We are continuing to improve on the service customers receive when they have reported this type of behaviour.
The ASB team reviews TSM feedback and contacts dissatisfied customers to resolve any issues. If customers had an open case previously, the relevant team manager will contact the customers to establish the issues and identify any further actions. If customers have not reported ASB previously, a colleague will contact them to discuss the issue and will open a case if appropriate or offer advice and signpost to relevant agencies and organisations. The team will continue to follow the ASB policy and carry out case reviews to ensure risk assessments are carried out, action plans with customers are completed and adhered to and actions are documented and followed up. Team managers also complete audits on both open and closed cases to ensure consistency and compliancy with the policy.
If you have experienced ASB, please report it to us. You can find out how to report it via our website here: https://www.karbonhomes.co.uk/customer-area/my-community/community-safety/anti-social-behaviour/
Our customer TSM surveys will continue, and we’d really appreciate your feedback if you are contacted.
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