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Tenant Satisfaction Measures

April - June 2024

About these results

Results

What these results mean

About these results

These satisfaction measures relate to tenants living in our low cost rented accommodation. If you're a shared owner, we'll publish our results annually due to the sample size we survey.

*YTD (Year to Date) means the time from the start of the financial year (April 1st) to June 30th. Since these results are from the beginning of the year, YTD is the same as the performance measure
06 09 2023 Thrive 103

Results

76.1% 

of customers are satisfied with the service provided by Thrive. 

71.8%

of customers are satisfied with Thrive’s repairs service. 

69.4%

of customers are satisfied with the time taken to complete a repair. 

70.9%

of customers are satisfied that Thrive provides a home that is well maintained.

80.1%

of customers are satisfied that Thrive provides a home that is safe. 

59.6%

of customers are satisfied that Thrive listens to their views and acts upon them. 

 

 

72.9%

of customers are satisfied that Thrive keeps them informed about things that matter to them. 

81.1%

of customers agree that Thrive treats them fairly and with respect. 

 

32%

of customers are satisfied with Thrive’s approach to complaints handling. 

60.5%

of customers are satisfied that Thrive keeps communal areas clean and well-maintained. 

 

 

67.9%

of customers are satisfied that Thrive makes a positive contribution to their neighbourhood. 

 

62.8%

of customers are satisfied with Thrive's approach to handling anti-social behaviour. 

 

 

What the results tell us 

We have analysed the results between April 2024 – June 2024, and here is what we found. 

What we did well

Good news

We are happy to report that overall satisfaction is up to 76.1%. This is because more of you are telling us you feel safer at home, are finding us easier to deal with, and feeling more respected and better informed.  

Learning from your feedback helps us improve our services, and we’re pleased to see this improvement after we made some changes. This includes upgrading door entry systems and improving how we handle damp, mould, and complex repairs. You can read more about this here.

80% of customers said they were satisfied with how our Customer Service Centre handled their enquiry. This feedback shows that you like it when we:

  • resolve your call on the first try
  • understand your questions well
  • clearly explain what will happen next

Lastly, since adding new guidance to our website, satisfaction with our approach to handling anti-social behaviour has increased too.

What we need to improve

Cleaning and grounds maintenance

We know you feel we could improve by keeping shared areas tidier and well-maintained. This might be why fewer customers feel their homes are well-maintained. We recently met with customers online to learn more about this, and we’ll be using this feedback when we choose a new cleaning and grounds maintenance contractor.

Complaints

Satisfaction with how we handle complaints is low and this is similar to other social landlords. Your feedback is telling us that issues like repairs are still taking too long to resolve. We also need to make sure any actions agreed upon from complaints are handled promptly and that you’re kept informed throughout the process.

To address these issues, we now have a dedicated team of complaints specialists who ensure customers receive a thorough and fair investigation in line with the Housing Ombudsman’s Complaint Handling Code.

We are always working to find solutions and you can read about the latest actions we are taking below. 

Find out how we're listening and acting on your feedback