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I hope you and your family are well.
The new year has already brought us some challenging weather, and we hope you have been able to stay safe during these unpredictable conditions. We have experienced an increase in demand for repairs during these times and thank you for your patience whilst we work our way through this spike in repairs and emergency call outs.
Despite this, we’re pleased to share that we’ve been continuing to reduce our repairs backlog. We're always striving to improve your experience as customers and will be working to further our commitment to reducing outstanding repairs throughout 2025. We are also implementing additional measures to monitor and ensure that the performance of all our sub-contractors meet the same high standards as our own repairs and maintenance team.
You can report your repairs easily via:
In this edition's Tenant Satisfaction Measures feature, we’ve included insight into our complaints handling, which was our lower scoring area compared to others. We’ve been working hard to understand where we haven’t been meeting the needs of our customers, and we’re delighted to have already seen significant improvement since the results were published. You can read the full feature below.
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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.
Click here to read about our latest results.
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Find out what you need to do before support for Radio Teleswitch Service (RTS) meters switches off in 2025. |
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Offering our customers more flexibility when it comes to repair appointments is very important to us. |
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On Monday 25th November, we held our first Customer Conference. |
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We're proud of our passion about equality, diversity and inclusion but we know we can always improve. |
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In February, if you’re sending us post via the Royal Mail, please use our new addresses. |
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At Karbon Homes, we believe in delivering the best possible service to our customers. |
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The Money Matters team offers an MOT spending plan to help you manage your money. |
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We’re committed to giving customers the opportunity to shape our services. |
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Karbon Homes is a charitable registered society under the Co-operative and Community Benefit Societies Act 2014, registration number 7529 and our registered office is Number Five, Gosforth Park Avenue, Gosforth Business Park, Newcastle upon Tyne NE12 8EG. We are regulated by the Regulator of Social Housing.
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