Our customer feedback
We value all customer feedback and use this to help us improve our services.
Our customer feedback
We value all customer feedback and use this to help us improve our services.
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. We also have working groups made up of customers and staff to help us with contract procurement and our approach to service charges.
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.
The Regulator of Social Housing (RSH) introduced Tenant Satisfaction Measures (TSMs) in April 2023 to make it easier for people to compare housing associations on a like-for-like basis.
These measures are part of wider changes by the Government to increase proactive consumer regulation and ensure social housing across the country is of a decent standard, with customers having their voices heard.
What are the Tenant Satisfaction Measures?
The new measures intend to:
- Enable customers to scrutinise their landlord and hold them to account;
- Give landlords insights on where they might look to improve their services; and
- Allow the RSH to see whether landlords are meeting required regulatory standards.
The new measures include:
- 12 perception questions for landlords to ask tenants as part of customer surveys; and
- 10 measures for landlords to report directly to the Regulator, known as Management Information (MI).
For more information and to view our quarterly customer perception survey results, see Tenant Satisfaction Measures
To better understand how we're doing, we use short surveys after key interactions with our customers. These are carried out by an independent research company, Acuity.
You may receive a phone call from Acuity if you've recently:
- Had a repair done
- Moved into a new home
- Reported anti-social behaviour
- Made a complaint.
Post-transaction surveys focus on the specific service you received from us and help us quickly spot issues and improve the way we deliver services.
These are different to the perception surveys carried out as part of the Tenant Satisfaction Measures which look at overall satisfaction with us.
We publish a summary of our post-transaction customer surveys annually:
We publish a quarterly summary of the feedback we have received and some of the improvements to services made as a result:
Our Scrutiny Group asked customers what information they would like us to report on, we make that available here each quarter:
As part of the continuous improvement of our anti-social behaviour (ASB) service, we publish quarterly updates on ASB activity, actions and any changes or improvements to the service.
Some homes, such as flats, have shared spaces like hallways and gardens. Each month, we text customers whose communal areas have recently been serviced by our contractors to ask them to take part in a short survey telling us how things went.
This includes:
- Communal area cleaning – carried out by Carter & Faraday Associates
- Grounds maintenance - carried out by John O’Conner GM Ltd
We review all survey responses and share these with contractors at regular meetings to quickly address any issues and enhance service quality.
Latest quarterly survey headline results
| Clean space survey (communal cleaning) | Green space survey (grounds maintenance) |
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The Transparency, Influence & Accountability Standard, set by the Regulator of Social Housing (RSH), requires social landlords like Cottsway to be open with tenants and treat them with fairness and respect so they can access services, raise concerns when necessary, influence decision making and hold their landlord to account.
We’re using your feedback to help shape our new Customer Engagement Plan, including an action plan to improve our services. The results will also inform our new Transparency, Influence and Accountability Policy.
In our most recent survey, carried out in December 2024, we asked customers for their views on how we keep them informed and how we can improve and over 1,500 people (23%) responded.
You can see the results of our previous survey below:
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. We use the information gathered to help us determine where we should invest in the future.
Read our latest survey results summaries:
If you have any feedback or would like to comment on our Community Engagement Plans, please contact us