Listening, Acting, Improving

How your feedback shaped our services

Your views help shape everything we do. Over the past year, we’ve listened carefully to your feedback and used it to make real improvements across our services.Our 2025 preliminary Tenant Satisfaction Measures show that 78% of residents are satisfied overall, a steady improvement on last year’s 77% and up from 74% in 2023. Most residents (82%) feel their home is safe, and satisfaction with repairs remains strong at 80%, one of our highest-scoring areas.While these results are positive, we know there’s still more to do. Satisfaction with how we listen and act on feedback has dipped slightly to 58%, and only 40% of residents are happy with the maintenance of communal areas. We take this seriously and are already acting on what you’ve told us.

We’ve used your feedback from surveys, workshops, and focus groups to focus on what matters most >>

These actions are already helping us target improvements where they are needed most. Your feedback ensures we’re not only maintaining homes well but also listening, acting, and reporting back transparently on our progress.

We’ll keep sharing updates throughout the year so you can see the difference your feedback makes. Together, we can continue building safe, well-maintained, and sustainable homes for rural communities.

"We’ll continue to be open about our progress and performance.

Resident feedback remains at the heart of what we do, helping us focus on the improvements that make the biggest difference to everyday life."

Charlotte Priebe, Customer Services Manager

Independent performance checks

We track performance through Tenant Satisfaction Measures and compliance indicators. Highlights this year include…

1 Rent Colllection
103% collected against rent due – meeting our target and reflecting strong income management, early intervention, and resident support with budgeting and arrears.

2 Gas Safety
99% of homes have a valid gas safety certificate – ensuring residents’ homes remain safe and fully compliant with regulatory standards.

3 Satisfaction
78% of residents told us they are satisfied with our overall service – our highest score in three years, with continued strong results for repairs and home safety.

4 Energy Efficiency
£1.3m secured from the Warm Homes Fund to deliver a £2.6m retrofit programme, helping residents save energy and keep homes warm.

We’re not complacent.

We will keep focusing on repairs speed and communication, so you know what’s happening and when.