COVID-19 customer feedback

Your feedback from our recent coronavirus survey

What did we do?

  • 4,956
    emails were sent to customers

    12 bounced back as undeliverable

  • 2,375
    customers opened the email

    2,569 customers didn’t open the email

  • 241 customers clicked through to the survey

    116 customers completed the survey (2% response rate)

What did you tell us?

  • 80% of customers
    responses were
    positive ones

“Getting money advice, benefits to claim and food bank referral"

“They were helpful when I offered a plan to get back on top of my rent arrears due to being furloughed”

“We received two phone calls checking we were ok, so thank you”

  • 24 customers
    thought we
    could do better

“I feel like you should have reached out to everyone to see if anyone was affected financially and needed any assistance”

“PPE for contractors was not adhered to”

“Contact via post or phone would have been useful and reassuring as told to shield”

Of those customers who responded to the survey the main frustrations were around:

  • financial issues

  • the delay in repairs 

  • Communications

We hear you. You can find details of those lessons learned within the 'you said we did' section of the Your Feedback page of our website.

Customers have also specifically mentioned Covid-19 related words within other feedback they have provided.

Many more have provided positive comments regarding the situation. Whilst the services we were able to offer during April and May reduced (mainly repairs) the feedback we received and the satisfaction score (out of five) remained consistent.

"My mother has not moved in yet due to the lockdown, but you are already calling her to make sure she's ok. Fantastic"

"Put my mind at ease during uncertain times, much appreciated. Thank you."

"Work completed quickly, polite and friendly workman, area left clean and tidy. Social distancing kept throughout visit. Very respectful of property."

We had to pause all non-emergency repairs during lockdown leaving us with 1,800 jobs to catch up on. We are delighted to say that we completed all of them by mid-August.

All our coronavirus updates can be found here and these are some of the things we achieved.