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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.

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  

We publish a quarterly summary of the feedback we have received and some of the improvements to services made as a result:

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.

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 have used these to review our communications with customers about safety and performance, and to help inform our new Customer Engagement Strategy 2022-25.

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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