How we're performing

In previous editions of Take Five we’ve explained how the way we report how we’re performing to you, our customers, is changing. 

The Regulator of Social Housing has introduced Tenant Satisfaction Measures (TSMs) to assess all social landlord’s performance through customer surveys.  

Our first set of results have now been published. We collected this information from surveying 2,878 customers across the Karbon Group, all picked at random.  

We’re pleased to share that the following areas received the highest levels of positive feedback from customers: 

What we’ve learned so far 

Whilst most customers are happy with the quality of repairs being carried out, some of you told us that you had been waiting too long for appointments. In response to this feedback, we have recruited additional trade operatives and sub-contractors to reduce wait times.

We recognise that the speed of our repairs service is a top priority for customers. We are already seeing a reduction in the average length of time to complete repairs and would ask for your continued patience whilst we work to further reduce wait times.

You told us that you are experiencing issues with damp, mould and condensation. We have created a project team who are working hard to tackle the issue and you can find more about our approach on our dedicated area on our website. It also has information about how to report it to us, types of damp and advice and tips to manage damp and mould in your home.  

Did you know? 

Our MyKarbon portal now lets customers:  

Our customer TSM surveys will continue, and we’d really appreciate your feedback if you are contacted.