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.
During the Easter bank holidays, we’ll be running our out-of-hours service from 6pm on Thursday 2 April to 8am on Tuesday 7 April.
Our out-of-hours service can help you with emergency repairs, reports of anti-social behaviour and rent payments. Just call us on our usual number 0808 164 0111.
MyKarbon is available 24/7, 365 days a year. Our Supported Housing service will remain available during the holidays.
Thank you for contacting us
Your message is important to us, we will be in touch shortly.
Thank you for submitting an application for community funding
We will now review your application and endeavour to get back to you with a response as soon as possible.
Thank you for contacting us
A member of the team will get back to you within two business days.
If your message is regarding something urgent, please call 0800 5335 442.
Thank you.
Thank you
Your message is important to us, we will be in touch shortly.
Thank you
Your message is important to us, we will be in touch shortly.
Thank you
Your message is important to us, we will be in touch shortly.
We're sorry to see you go
If you're not happy with the property, we have others which might be more suitable.
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.
More news
Our spring 2026 edition of At home with Karbon has arrived
This issue is packed with important updates and stories from across our communities. 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.
Welcome event marks the completion of new homes in North Shields