We are continuing on our journey of improvement which is reflected by our higher Tenant Satisfaction Scores in all 12 areas.
We are committed to improving the services you receive and making sure our homes and communities are places you are proud to live in. That’s why your feedback is so important to us.
Each year, we ask residents what they think about our services so we can understand what’s working well and where we need to do better. In 2026, 508 residents took part in our satisfaction survey, which was carried out independently on our behalf by TLF Research Ltd. TLF contacts residents throughout the year and shares the results with us every three months, helping us track our progress and identify areas for improvement.
Over the past year, we’ve seen positive improvements in a number of areas, including our repairs service, communal areas, building safety, neighbourhoods, and how we respond to anti-social behaviour.
We also know there is more to do. Residents have told us we need to improve how we listen and act on feedback, how we handle complaints, and how we keep you informed. These remain key priorities for us as we continue to improve our services and deliver a better resident experience.
This year we will:
- Strengthened our partnership work: Continued 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.
- Improved our engagement offer and helping residents feel listened to: We visited every neighbourhood over the financial year helping residents have their say. We also refreshed our Customer Voice Group ensuring more residents from different areas of the organisation could have their voice heard. We also held a scrutiny project to review our repairs and maintenance services.
- More transparent with our policies and procedures: We published our customer facing policies on the website.
- Improved 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 improved our decant and access policies and processes. This included a decant officer, regular high-risk meetings, and clearer processes to ensure all residents are treated well and respected.
- Extended our customer service offer: Improved customer experience through the adoption of Dialpad, providing staff with access to call recordings, managers to monitor call quality and a more agile, modern alternative to the legacy Mitel system. Call waiting times reduced from 2 minutes 15 seconds in April 25 to 1 minutes 26 seconds in March 26. We also gave specialist customer service training improving resident experience.
- Kept you better informed using SMS: From the results of the customer census and feedback, we found many residents prefer SMS messaging. A monthly story was shared with customers using texts which was one of the methods improving the tenant satisfaction measure score by 7.8%.
- Strengthened our business continuity exercises: We ensured that all teams react to crises and emergencies effectively and consistently by hosting a tabletop exercise with key colleagues.
- Promoted neighbourhood champions: Continued to promote the neighbourhood champion initiative helping residents to have more influence on the neighbourhoods where they live.
- Learning from complaints: We improved our complaints handling process and are building in learning from our complaints more effectively.
View the full results on our Tenant Satisfaction Measures 2025- 2026 page.
You can keep up to date with how we are doing by viewing our Performance page
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.