We have asked TLF Research to once again survey our residents to see what your experience is with us. So if you get a call, please give us feedback.
These surveys help us to improve the service we provide to you. They will be ringing a sample of our residents and asking questions about overall satisfaction, satisfaction with repairs, communication, home maintenance, and your neighbourhood.
These answers are then used as part of our submission to the Regulator for Social Housing as part of our Tenant Satisfaction Measures. These results are used as a benchmark for us to make improvements and help focus work on areas that matter to you.
TLF Research have over 20 years experience in social housing and are specialists in customer research. They ran last years TSM surveys and we have renewed our contract as they provide a professional service focussed on improving the service you receive.
You can read our quarterly results by visiting our performance page where we also keep you informed on the actions we have taken from your feedback.
Some examples of changes we have made from your feedback include:
- Launching 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 your 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. We also now text news stories to our residents following feedback that sms and whatsapp were preferred communications methods.
- 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.
Please do take this opportunity to give your feedback. We value your opinions and want to improve the service we provide. You can remain anonymous on the call but we will not be able to address your issues directly should this happen as TLF will not hand data over to us from someone who has refused consent.
You can also put in a formal complaint by emailing complaints@tridentgroup.org.uk.
You can also improve our services by joining our customer voice group and resident groups. Learn more on our get involved page.