18th February 2026
Sanctuary
Over the past year, we’ve listened carefully to what our customers tell us about their experiences…
During 2025 more than 42,000 customers shared realtime feedback about our services. The majority related to their experience with our Customer Hub and Repairs teams.
Alongside this, we heard from over 4,000 customers through Tenant Satisfaction Measures, and from around 12,000 customers who raised a complaint with us.
This valuable insight gives us a clear picture of how our services feel from a customer’s perspective. We combine that customer voice with operational performance data and colleague feedback to shape our decisions and improve how we deliver services every day.
Customer Hub: turning insight into action
One clear theme from our customer feedback is how important the first point of contact is. Customers told us they value clear guidance, reassurance about what will happen next, and empathy - especially during difficult or stressful conversations.
In response, colleagues in the Customer Hub have focused on strengthening these skills:
Explaining processes more clearly
Managing expectations from the outset
Showing empathy and understanding when customers need it most
The impact of these changes is already being felt by customers.
What our customers are telling us
Customers are noticing the difference in the way conversations are being handled:
“She explained the process with good detail so I knew how the waiting list system worked. Now I know I don’t have to bid and will be contacted – that was really helpful and very professional.”
“He asked the right questions to identify how he could help. Even though it wasn’t his department, he took responsibility for my enquiry.”
“The customer care agent was patient, listened and asked questions that showed he understood me.”
“She followed up the action taken with a confirmation message, which was really appreciated.”
“Explained everything clearly, told me what to expect, and reassured me.”
Our priority continues to be getting things right for our customers, and that includes strengthening communications every step of the way.
Read more about how we're learning from our customers.
