We asked almost 6,000 residents about our landlord services, and
71% of tenants were happy overall, up 9% in two years. 85% were satisfied with their last repair job, and 81% thought their rent was good value, up 6% from than the previous year. We update our 'Performance' and 'Your feedback' web pages each year to make it easy to see how we're responding to feedback and working to improve each quarter.
Three quarters of residents are now happy with how we communicate with them. We're using our data and systems more effectively to email urgent messages to residents to ensure key information is delivered as quickly and efficiently as possible. We'll also be launching a text messaging service to make sure we can continue to communicate more effectively. The LiveChat system on our website is now used by 120 people each month and we’ve also launched a 24/7 chatbot to answer common questions.
We received 244 formal complaints (less than 1% of enquiries), and 96% were resolved at stage one. We're changing the way we manage complaints and are working hard to make sure we learn lessons when things go wrong and to improve how complaints are handled. You can now track our performance on our website throughout the year to see how we're responding to feedback, where we've improved and the areas we know we need to keep working on.
We know there is more to do and we are continuing to make improving services a top priority by listening to, and acting on the feedback we get.
Our Caretaking Team are up early to to help keep estates clean. As a result of their hard work, come rain or shine, 86% of residents are happy with how we manage the maintenance, cleaning, rubbish and fly tipping removal from our estates.
Check out what they do each day in the video below!