From July to September 2025, over 2,500 tenants and shared owners shared their thoughts on the services we provide - and the results are in. This was our first major survey as Vico Homes, and it’s a milestone moment.
83% of tenants are satisfied with our overall service - a fantastic result that reflects the work our teams do every day.
These insights do more than tick boxes. They help us:
- Understand how customers truly feel
- Benchmark against other landlords
- Meet regulatory requirements
- Pinpoint where we can improve
Your feedback shows we’re getting a lot right with 83% of tenants saying they’re satisfied with our overall service. We do know that this is down by 2% from last year so with your feedback we can look at where we’re not getting it quite right to have a clear direction to make things better.
- Tenant feedback is largely positive, praising quick responses. Our tenants appreciate how quickly we respond and act to fix issues in general. However, tenants shared that our service isn’t always consistent, with some unresolved issues causing frustration.
- 46% of customers said they were satisfied with how we handle complaints which is up 2% from last year! We can keep working on this too. We’ll work on improving updates and making sure affected customers are kept informed.
- We’ve seen year-on-year improvements in how we handle antisocial behaviour which shows that the changes we’re making are working and we can continue to build on this. Customers shared that communication around complaints can sometimes feel inconsistent, and that there’s a perception of inaction in some cases. This kind of honest feedback is incredibly valuable - it gives us a clear opportunity to improve.
We wanted to share some of the highlights with you too:
- 83% of tenants are satisfied with our overall service.
- 61% of shared owners are satisfied with our overall service.
- 88% of tenants said they were satisfied with the overall repairs service - this is up from 87% last year!
- 91% of tenants were satisfied with the time taken to complete their most recent repair which is up 4% from last year!
- 87% of tenants agree that they are treated fairly and with respect - a great endorsement for colleagues!
The full results will be shared on our website after Tuesday 31 March 2026. You can find out a bit more about our Tenant Satisfaction Measures and see past results on our website.