Customer-wide survey 2024: results

To gather responses we sent a link to the survey via email and text and called those not online to gather their feedback too.

Almost a quarter of households – 1,508 (23%) – completed the survey with 266 customers leaving comments – a big thank you if you took the time to share your views!

We have now analysed these responses, identified the key themes from the comments received and written a summary report:

• Read December 2024 survey results summary

What happens next

We will use the responses to this survey to help us develop our new Customer Engagement Plan and Transparency, Influence and Accountability Policy. Both of these are due to be published in 2025-26. 

Why we carry out a customer-wide survey

We carry out a large-scale customer-wide survey like this every 3-years - the last being in 2021 - as it provides us with useful information and feedback, enabling us to see where we’re doing well and where we need to improve.

Since the Grenfell Tower fire, there’s been lots of work going on across the sector to ensure that tenants’ homes are safe and that they can make their views known and listened to by landlords. 

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.

And the new consumer standards, introduced last April, brought with them a clear focus on the need for landlords to:

• Ensure tenants are safe in their homes
• Listen to tenants’ complaints and respond promptly to put things right
• Be accountable to tenants and treat them with fairness and respect
• Know more about the condition of every home and the needs of the people who live in them
• Provide information on how the landlord is performing
• Ensure the landlords hears and responds to the customer voice.

Our customers are at the heart of everything we do and continuing to carry out large scale surveys like this helps us ensure we meet the criteria set out in these standards and continue to make improvements where needed.

For more information about what we do with your feedback, see: Our customer feedback