We can now share your customer survey results in full for last year.
We are on a journey to improve the service you receive as residents. That’s why we take your feedback so seriously so we can make sure our properties are somewhere you are proud to call home.
As part of this we ask customers like you what they think of our services. Last year 514 residents answered the survey which was done by TLF Research Ltd. on our behalf. TLF ring residents throughout the year and report back to us every 3 months. This tells us what areas residents are happy with and what we can improve on.
Over the past year, we have seen an improvement in a number of areas including our repairs service, communal areas, home safety, neighbourhoods, and how we handle anti-social behaviour.
We know that we still have areas to improve on including how we listen to you, how we handle complaints, and how we keep you informed.
This year we will:
- Strengthen our partnership work: Continuing works with local partners such as the Birmingham community safety team, charity partners, and services like West Midlands Fire Brigade to continue to add value to the neighbourhood where you live.
- Implement a new housing system: This system will help us to collaborate and improve the service you receive from Trident across all areas that matter to you like repairs, anti-social behaviour, complaints and communication.
- Improve our enagement offer and helping residents feel listened to: We have launched a plan to visit every neighbourhood over the financial year helping residents have their say. We have also developed a customer learning programme so residents can learn how to effectively shape our services.
- Be more transparent with our policies and procedures: We will publish all our customer facing policies on the website.
- Improve service to residents classified as high risk: For residents who are found to be in high risk situations or to have high risk vulnerabilities, we will be improving our decant and access policies and processes. This includes a decant officer, regular high risk meetings, and clearer processes to ensure all residents are treated well and respected.
- Extend our customer service offer: We are increasing the offer and so reducing call wait times for residents.
- Keep you better informed using sms: From the results of the customer census and feedback, we have found many residents prefer sms messaging. A monthly story will be shared with customers using texts and we will investigate how to develop this further with our repairs service.
- Tenancy Sustainment earlier intervention: Our Tenancy Sustainment offer will be extended and residents will be able to self refer to the service.
- Strengthen our business continuity exercises: Ensuring that all relevant colleagues and teams react to crises and emergencies with one group, one message for consistency.
- Promote neighbourhood champions: Continue to promote the neighbourhood champion initative helping residents to have more influence on the neighbourhoods where they live.
- Learn from complaints: We are improving our complaints handling process and building in learning from our complaints more effectively.
View the full results on our Tenant Satisfaction Measures 2024- 2025 page.
You can keep up to date with how we are doing by viewing our Performance page – it already has the results from April to June 2025 for you to see!
If you want to get involved and help us shape the service, contact our Community Engagement Team by calling 0300 123 1113 or emailing communityengagement@tridentgroup.org.uk
To find out how to make a complaint, visit our complaints process page.