We regularly keep an eye on how we're doing to make sure that the services we provide meet the standards that we set.
One of the ways we do this is with performance reports every three months. Click on the headings below to watch these:
- Reviewing our Customer Service Centre
- Reviewing our home improvements work
- Reviewing our repairs service
- Reviewing our rent collection and relet times
- Reviewing our response to complaints and councillor enquiries
Every two years, we send a satisfaction survey to all of our tenants and publish the results.
You can view the results of the satisfaction survey in full here (PDF 3.17MB) or watch the below video for highlights:
Overall, satisfaction levels haven’t changed much since the last survey in 2014. More than four out of every five Northwards customers (84%) are still satisfied with the overall service we provide.
In some areas, there’ve been minor improvements. For example, the percentage of customers who think that their rent provides value for money has increased by one per-cent to 77%.
In other areas, there’ve been small drops. For instance, the percentage of customers very or fairly satisfied with how we deal with anti-social behaviour has reduced from 83% to 81.5%.
We’re glad that the results suggest that, generally, we have managed to maintain satisfaction through a time where funding for services have been tight.
That doesn’t mean we’re going to be relaxing any time soon, though. Times may be tough, but we will be working hard across all areas to give you the best service possible.
Let us know your thoughts
This survey is just one of the ways in which we get feedback. We look at the results alongside other sources too. Here’s some of the best ways you can have a say...
Join the Northwards Network
A good low-commitment option. If you are a tenant and you would be interested in taking part in online surveys, being consulted by text or attending the occasional event, email email@example.com to join.
Join Tenants’ View
Tenants’ View are a group of tenants who investigate our performance and make recommendations to our senior management team. Find out more about Tenants’ View.