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.
In the last edition of Take Five we celebrated the areas that received the highest levels of customer satisfaction. In this edition, we’re sharing where we can do better and how we’re working to improve.
Our lowest scoring area was satisfaction with complaints handling (45.1%). This is the lowest scoring satisfaction measure across the country, however our results are higher than average.
We’re always striving to give customers the best experience in all areas of our service but understand there are improvements needed in our complaints handling. Here’s some of the changes we have already implemented:
There are now more colleagues hearing your complaints within Karbon. This improves our response time. We’ve also been recruiting additional colleagues into our repairs and housing teams to specifically lead on complaints handling.
We now have more detailed performance reports and a central support team overseeing response times. As a result, the response times have greatly improved.
We’ve launched a new complaints handling system. It has more functionality, and this helps us to manage complaints better.
We know there is still work to do, and we are confident that the measures we have outlined will continue to improve your experience as customers.
Over the Christmas period, payments made online between 24 December and 1 January will not show in your balance or appear in your online account until on or after 2 January 2026.
To avoid paying more than once, please check with your bank before making another payment.
We’re sorry for any inconvenience this may cause and appreciate your patience. The good news is that we’re working to make sure online payments update instantly in the New Year.
⚠️ Amber weather warning – service update
The Met Office has issued an amber weather warning for parts of the North East of England on Thursday with frequent wintry showers and significant snow expected. This may cause disruption.
Please bear with us if it takes a little longer than usual to reach you. The driving conditions are challenging, and the safety of our customers and colleagues is our top priority.
If you need to report an emergency repair, something that poses an immediate risk to your health, safety, or security, our out of hours service is available.
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.
In the last edition of Take Five we celebrated the areas that received the highest levels of customer satisfaction. In this edition, we’re sharing where we can do better and how we’re working to improve.
Our lowest scoring area was satisfaction with complaints handling (45.1%). This is the lowest scoring satisfaction measure across the country, however our results are higher than average.
We’re always striving to give customers the best experience in all areas of our service but understand there are improvements needed in our complaints handling. Here’s some of the changes we have already implemented:
There are now more colleagues hearing your complaints within Karbon. This improves our response time. We’ve also been recruiting additional colleagues into our repairs and housing teams to specifically lead on complaints handling.
We now have more detailed performance reports and a central support team overseeing response times. As a result, the response times have greatly improved.
We’ve launched a new complaints handling system. It has more functionality, and this helps us to manage complaints better.
We know there is still work to do, and we are confident that the measures we have outlined will continue to improve your experience as customers.
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Karbon Homes partners with local primary school to launch affordable food club in Consett
A primary school in Consett, County Durham, has partnered with North East housing association Karbon Homes to launch an affordable food hub for the benefit of the local community.
Christmas Holiday Hours 25/26