Leaseholder satisfaction – how we’re doing
Please see the results from our leaseholder satisfaction surveys for 2024-25 below.
We know there is a lot of room for improvement and we’re committed to improving your experience with us.
We’ve been working on our Homeowners’ Improvement Plan based on your feedback from surveys, our Customer Voice Panel and learnings from complaints. You can find out more about the improvements we’ve made so far and what’s to come here.
54.5% Overall satisfaction
(compared to 55.4% for the 2023-24 financial year)
51.1% Satisfaction that we make a positive contribution to neighbourhoods
(compared with 56% for the 2023-24 financial year)
55.7% Satisfaction that we keep communal areas clean
(compared to 61.5% for the 2023-24 financial year)
62.4% Satisfaction with our communal repairs service
(compared to 61.4% for the 2023-24 financial year)
63.8% Satisfaction that we provide a building that is well maintained
(compared to 64.5% for the 2023-24 financial year)
84.7% Satisfaction that we provide a building that is safe to live in
(compared to 85.7% for the 2023-24 financial year)
47.4% Satisfaction with the approach to handling ASB (anti-social behaviour)
(compared to 50.6% for the 2023-24 financial year)
41% Satisfaction that we listen to views and act upon them
(compared to 45.4% for the 2023-24 financial year)
54.4% Agreement that you trust us to do what’s right
(compared to 53.8% for the 2023-24 financial year)
61.7% Satisfaction that we keep you informed about things that matter to you
(compared to 69.6% for the 2023-24 financial year)
60.8% Agreement that we treat you fairly and with respect
(compared to 61% for the 2023-24 financial year)
49.8% Agreement that we’re easy to deal with
(compared to 50.8% for the 2023-24 financial year)
78.4% Agreement that you know how to make a complaint
(compared to 76.8% for the 2023-24 financial year)
32.7% Satisfaction with our approach to handling complaints
(compared to 32.4% for the 2023-24 financial year)