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.
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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