Welcome to your February newsletter from Thrive!
Results from our latest Tenant Satisfaction Measures indicate that 74.1% of you said you were satisfied with our service. That's 2.8% higher than the average as reported by the Regulator of Social Housing (RSH) in their recent Tenant Satisfaction Measures Headline Report.
View the latest Tenant Satisfaction Measures
In December 2024, we held a listening and learning session with our colleagues to explore your feedback and identify where we need to make improvements. Thanks to your feedback, it’s clear we need make improvements across handling repairs, how we communicate and manage our contractors.
Some of the improvements we’re making that will be in place by the end of Summer 2025 include:
- Upgrading our systems which includes a new portal for contractor updates. This will make updates from our contractors more visible for us and you.
- Daily job updates from contractors so we have a better understanding of the status of any works and make sure contractors are meeting our requirements. We have introduced this with one of our contractors already.
- Planning to send text messages with helpful links to information or guidance so you can confidently diagnose issues and carry out self-repairs when needed
- New email and text reminders for repair appointments to keep you better informed.
Find out more about how we’re acting on your feedback.
If you’re not happy with our services, please let us know as soon as possible. Our dedicated complaints team are on hand to manage complaints impartially and fairly. Our complaints process is also regulated by the Housing Ombudsman, so you can trust us to work with you to make things right.
Anne Bijum
Assistant Director Customer
