All customer feedback is reviewed by a manager and we share your compliments with staff to encourage good practice.
We gather feedback in a variety of ways, including direct contact from customers (emails, phone calls and social media), via customer satisfaction surveys and performance reviews carried out by our customer Scrutiny Group.
Our latest feedback summaries are below for you to see. This information is shared with our managers, staff and Board to help us improve and develop the services we offer.
If you feel we have done something well, got something wrong or provided a poor service, please contact us.
-
General feedback
We publish a quarterly summary of the feedback we have received and some of the improvements to services made as a result:
-
Quarterly customer satisfaction surveys
We use an independent market research company, Acuity, to carry out different types of customer satisfaction surveys on our behalf.
Here are our results:
- Customer satisfaction tracker - Quarter 3 2021-22
- Customer satisfaction tracker - Quarter 2 2021-21
- Customer satisfaction tracker - Quarter 1 2021-22
- Customer satisfaction tracker - Quarter 4 2020-21
- Customer satisfaction tracker - Quarter 3 2020-21
- Customer satisfaction tracker - Quarter 2 2020-21
- Customer satisfaction tracker - Quarter 1 2020-21
- Customer satisfaction tracker - Quarter 4 2019-20
- Customer satisfaction tracker - Quarter 3 2019-20
- Homeowner satisfaction survey - December 2019
To find out more about how this research is conducted, see Customer satisfaction surveys
The Regulator of Social Housing (RSH) is introducing new Tenant Satisfaction Measures for social housing landlords as part of the Government’s Social Housing White Paper
The measures include:
- 12 questions for landlords to ask tenants and shared owners as part of customer surveys. If the measures are agreed, these questions will be included in our current quarterly customer satisfaction surveys; and
- 10 performance measures for landlords to report directly to the Regulator.
The RSH consulted on their proposals in early 2022. Once finalised, we will be reporting back to the Regulator on these measures annually and publishing the information on this webpage too.
-
Quarterly performance reviews
Our Scrutiny Group asked customers what information they would like us to report on, we make that available here each quarter:
-
Three-yearly customer consultation
We carry out a large-scale customer consultation every 3-years as required by the Regulator of Social Housing and set out in the ‘Tenant Involvement and Empowerment Standard’.
This standard sets expectations for registered social housing providers, such as Cottsway, to provide choices, information and communication that is appropriate to the diverse needs of their tenants, a clear approach to complaints and a wide range of opportunities for them to have influence and be involved.
Our most recent customer consultation took place in autumn 2021. We had nearly 700 responses and we will use these to review our communications with customers about safety and performance, and to help inform our new Customer Engagement Strategy, due to be published in 2022.
-
Community engagement plans
We regularly invest in our local communities, work with local partners and survey our customers to find out what community issues are important to them.
Chipping Norton area engagement plan: 2022-2024
We carried out a survey in Chipping Norton area and the surrounding villages of Churchill, Lyneham, Over Norton, Great Rollright, Salford, Milton under Wychwood in summer 2021. We had 20 responses and this information will be used to help us determine where we should invest in the future.
This is our first Community Engagement Plan so if you have any feedback or would like to comment, please contact us
