Customer Satisfaction Surveying with Acuity
We constantly strive to put our customers first and at the heart of all we do. To do this effectively we need to understand how our services are being received, and one of the ways to get this vital feedback is through customer surveying.
We work with our partner Acuity Research & Practice (Acuity), a company that specialises in helping housing providers like LHP engage more closely with their customers, to complete the surveying. Using the data we can monitor our performance over time, and also compare ourselves with other similar housing providers.
If you are selected to take part in a survey, Acuity will make contact by phone and the number that you will see on your caller display is 01472 928316. They will ask questions relating to one of the following areas depending on whether you have directly received one of LHPs services or to obtain a general view of how we are performing:
- Responsive Repairs
- Anti-Social Behaviour
- Complaints
- Lettings (for new tenants)
- Grounds Maintenance (also known as Greenspace)
- Planned Works
- New Homeowners
- Gas Servicing
- Money Support Service
- Neighbourhood Officer visits
- Tenant Satisfaction Measures (TSM) – these are a statutory requirement from the Regulator for Social Housing (RSH).
Customers are selected at random and as a Customer First organisation the feedback received from these surveys allows us to Listen, Act and Learn and deliver even better services to you.
Voice of the customer - What our customers told us about their recent service experience
| Q3 23/24 | Q4 23/24 | Q1 24/25 | Q2 24/25 | LHP Target | Latest Sector Average | |
|---|---|---|---|---|---|---|
| Customer Satisfaction with repairs in month (%) | 94.67% | 93.32% | 90.82% | 90.02% | 92% | 88.2% |
| Satisfaction with the allocations and lettings process | 93.94% | 96.23% | 95.83% | 92.77% | 92% | 92% |
| New tenant satisfaction with the overall condition of the property | 83.08% | 81.13% | 81.94% | 79.52% | 80% | Not measured |
| Customer satisfaction with complaint handling | 47.37% | 20% | 54.17% | 45.45% | 50% | 46.8% |
| Satisfaction with ASB case handling | 60.00% | 85.71% | 92.59% | 94.44% | 77% | 68.2% |