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We value all customer feedback and use this to help us improve our services.
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.
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:
The new measures include:
For more information and to view our quarterly customer perception survey results, see Tenant Satisfaction Measures
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.
Under the previous regulations, we were required to carry out a large-scale customer consultation every three years. With the implementation of the new Transparency, Influence & Accountability Standard in April 2024 we are no longer required to carry out the survey but, as it provides us with such useful information, we plan to complete another survey in autumn 2024.
The new Transparency, Influence & Accountability Standard is set by the Regulator of Social Housing (RoSH) and 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.
You can see the results of our previous survey below and we will post the results of our latest survey here when they are available.
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
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