Customer Measures

Using your feedback, we are looking to measure:

Politeness

• Our colleagues who dealt with your new tenancy were helpful.
• Our engineers leave your home clean and tidy.
• Our engineers' behaviour towards you.
• How satisfied you are with your most recent contact with us.

Promptness

• If you trust us to do what we say we will do.
• That we keep you informed throughout the repairs process.
• We listen and act.

Fairness

• You are treated fairly and with respect.
• You trust Thrive to do what they say they will do.
• We are easy to deal with.
• Our approach to complaint handling.
• Our approach to handling anti – social behaviour (ASB).

General service

• Your satisfaction with:
  • the overall service we have provided
  • the repairs service
  • the lettings service.
• Your issue was resolved at first point of contact.
• How well we keep you informed about things that matter to you as a tenant.

Digital service

• You can access the services you need using our digital channels.

Using your feedback, we are looking to measure:

The standard of your home when you first move in, including...

• Your satisfaction with:
  • the condition of your home at the time of letting
  • how we dealt with any repairs when you moved into your property.
• That we have provided you with a home that is safe and well maintained.

Emergency repairs

• The overall quality of work.

Easy fix repairs

• The ease of reporting your repair.

Standard repairs

• The length of time taken to complete your repair.

Communal areas

• We keep your communal areas clean and well maintained.
• We make a positive contribution to your neighbourhood.
• We provide you with a home that is safe and well maintained.

Using your feedback, we are looking to measure:

• We resolve your queries at the first point of contact.
• You are kept informed throughout the repairs process.
• How easy we are to deal with.
• You trust us to do what we say we will do.
• We listen and act.

When you've submitted a  formal complaint...

• Our colleagues understood the issue fully.
• Your complaint was dealt with quickly.
• You were treated fairly during your complaint.

Using your feedback, we are looking to measure:

When you become a Thrive customer...

• Your satisfaction with the information and advice provided when moving in.
• The information you are provided is clear.
• How easy it is to use the myThrive hub (our customer portal). 

When you have reported anti-social behaviour (ASB)...

• Your satisfaction with how anti-social behaviour was handled.
• You were kept informed.
• Your satisfaction with the support you received from us.