We really want your feedback. We know that you want to have a say on the things that affect you and we want that too. So we’ll give you a range of ways to share your feedback, get involved and help improve services for you and your neighbours.
Your feedback is really valuable to us. It lets us know when we’re doing well and where things aren’t quite right so we can make things better.
We’ll:
- Carry out a tenant survey every year.
- Ask our Customer Panel to give feedback on a range of services during the year and help shape our policies and procedures.
- Ask for regular feedback through text surveys on our services, such as the experience you had with the contact centre, repairs and improvements.
- Deliver an annual Customer Insight Programme, holding focus groups or surveys about things that are important to you and use your feedback to influence the decisions we make about the experiences and services we provide to you.
- Offer the best resident engagement opportunities, being recognised by Tpas Exemplar Status.
- Hold quarterly Neighbourhood Panel meetings to discuss local issues and provide the opportunity for you to challenge our performance and take part in estate walks.
- Use our key residents to get feedback on grounds maintenance services, such as grass cutting on our estates.
How will we know we’ve been successful?
We use Tenant Satisfaction Measures (TSMs), which were introduced by the Regulator of Social Housing (RSH), to tell us how well we’re doing for customers. Our performance can be viewed here but customers told us the key measure to use for this promise was:
- Vico Homes listens to your views and acts on them.
72%