We want to be open and transparent with you about the service we provide and the improvements we are making.

You can therefore read how we are performing. This is measured in the Tenant Satisfaction Measures results which are reported annually. These results measure our performance against the Regulator of Social Housing’s Consumer Standards. These surveys are being undertaken by TLF Research who are calling you on our behalf.

Last Year’s Tenant Satisfaction Measures Results

We will also be publishing our performance quarterly against key areas that we know matter to you. These include customer contact waiting times, repairs completed, and how well we handle complaints. You can see this below.

Our tenant satisfaction scores from October 2024 to September 2025 by Quarter

These show our tenant satisfaction scores from customer surveys by each quarter. These have been split by tenant satisfaction measure to show our progress in each one. We ask our residents in a phone call survey which are run by The Leadership Factor and our residents can remain anonymous. Our final average score for last financial year has now been published and this year’s will be published in June 2026. 

Overall Satisfaction with Trident

This measures how happy overall our residents are with Trident.

Overall Satisfaction with repairs

This measures how happy overall our residents are with their repairs. We only ask residents who have had a repair recently. You can look at our repairs information and book a repair on our Repairs and Maintenance page.

Satisfaction with time taken to complete repair

This measures how happy overall our residents are with how the time taken to complete repairs.

Satisfaction that your home is well maintained

This measures how happy overall our residents are with how their home is maintained. You can see what is our responsibility to repair and what is yours by visiting our repairs and maintenance page.

Satisfaction that your home is safe

This measures how happy overall our residents are that their homes are safe. Learn how we keep you safe on our resident home safety page.

Satisfaction that we listen to your views and act on them

This measures how happy overall our residents are that we take their opinions and feedback into account. See how you can get involved.

Satisfaction that we keep you informed about relevant matters

This measures how happy overall our residents are that we keep them up to date on latest news and information. See how we keep you informed.

Satisfaction that you are treated with respect and fairly

This measures how happy overall our residents are that we treat them with respect and fairly.

Satisfaction with our complaint handling

This measures how happy overall our residents are that we effectively handle any complaints. To learn more about our complaints procedure visit our complaints page.

Satisfaction with your communal areas

This measures how happy overall our residents are with how well we keep our communal areas including internal areas like corridors and resident lounges as well as communal gardens. How we keep your neighbourhood clean and tidy.

Satisfaction that we make a positive contribution to the neighbourhood

This measures how happy overall our residents are that we improve the areas where we provide services.

Satisfaction with how we manage Anti-Social Behaviour

This measures how happy overall our residents are that we manage issues of anti-social behaviour (ASB). For more information on how we manage ASB visit our page.

You said, we did

We are committed to improving our services following your feedback. Over the past year in response to your feedback we have:

• Launched a service charge review to improve the transparency and accuracy of the service charge setting process. Resident involvement was key to this process ensuring we could properly address their concerns.
• Introduction of specialist roles: to improve the safety of our homes as well as improve the neighbourhoods where we work we have hired key specialist roles including the Safety and Compliance Manager; Gas Manager; and Building Care Maintenance Assistants.
• Voids and Repairs Review: after consulting with residents, we reviewed our voids and repairs processes ensuring that our properties are lettable in a timely manner.
• Complaints Awareness Week: We hosted a complaints awareness week to speak to residents about the correct process to make a complaint after we found that few residents understood the difference between a complaint and a service request (e.g. a repair or a report of anti-social behaviour).
• Customer service improvement: We have reduced wait times on customer service calls through staff coaching. We have also upgraded our phone systems to ensure all calls are recorded and can be reviewed for accountability and training purposes.
• Communication improvements: We have launched this brand new website following resident feedback on what they wish to see and what matters to them. We have also launched a bi-monthly e-newsletter alongside our regular two magazines per year.
• New panels for residents to have their voice heard: We have launched new panels including the Building Safety panel, Communications panel, and Leaseholders panel giving residents more opportunity to have their voice heard.

 We are always looking for ways to improve. If you have a suggestion on how we can improve then please get in touch by using the form below or emailing complaints@tridentgroup.org.uk.

You can also join our engagement panels and groups – to join just email CommunityEngagement@Tridentgroup.org.uk or call 0300 123 1113.