Making progress together
We’re committed to listening and acting on your feedback to deliver services that truly make a difference in your lives and neighbourhoods.
The results from our 2024/25 Tenant Satisfaction Measures (TSM) survey show we’re heading in the right direction, with 68.3% of tenants telling us they are happy with our overall service. We also saw better scores in how we listen to your views and act on them, and make a positive contribution in local communities.
We know there’s still more to do, and we’re working together with customers to continue making progress together. Below you’ll find an overview of some of the changes we’ve made so far in response to your feedback.
Improving our complaints service
We know that we don’t always get things right the first time, and complaints remain an area where we can do better. While our TSM results show some improvements in satisfaction with our complaints service, we know there’s more to be done. Our involved customers have influenced several key changes, such as:
- launching a booking system so you can arrange a call with your complaint handler at a time that suits you
- improving how we communicate throughout the complaints process, including more regular updates to keep you informed
- training all colleagues using real customer feedback to improve services, focusing on getting the basics right by being reliable, innovative, responsive, accountable, and through teamwork
Keeping your homes and neighbourhoods safe
Your feedback shows that keeping communal areas clean and safe is a top priority. Our TSM results highlight rising satisfaction with the cleanliness of communal spaces, the positive impact we make in neighbourhoods, and how we address anti-social behaviour. To build on this progress, we’ve worked together with customers to:
- bring grounds maintenance, cleaning, and waste services in-house
- train colleagues on spotting and fixing issues during their visits
- launch the Environmental Tracker, so you can check what work has been done in your area
- provide regular local updates on our website and newsletters
- increase the visibility of our Safer Neighbourhoods Team through walkabouts, drop-ins, and partnership work with local police
Listening to your feedback on repairs
We understand that repairs are an important issue for our customers and 64% of the customers we spoke to in our TSM survey were satisfied with their most recent repair. They also told us where we need to do better, and by listening and hearing what needs to improve, we’ve brought repairs in-house across Lancashire, Greater Manchester and Cheshire East for faster, more flexible service and invested in extra resources in Merseyside to improve the repairs service.
We have also worked with our involved customers who have helped shaped service improvements by:
- making repair communications clearer and introducing appointment texts with operative’s names and live tracking
- delivering training to the colleagues in the Customer Service Centre, so they can help guide customers through simple tasks like replacing thermostat batteries and repressurising boilers
- recommending new approaches to the replacement of boilers and gas servicing
- prompting more timely, detailed updates for planned maintenance to help residents understand what to expect from major works
Thank you to everyone who shared their views and to our involved customers who continue to help shape the future of our services. Together, we’re making real progress and building better services for the customers and communities we serve.
To find out more about how you can get involved, please visit the get involved section on our website, send an email to customerengagement@onward.co.uk, give us a call on 0300 555 0600 or message us on WhatsApp at 07418 344 603.