Customer satisfaction results and improvement plan

We've published our latest customer satisfaction results, giving customers and stakeholders a clear picture of how we're performing and the areas where we're focusing our efforts to improve. 

The results are based on the Tenant Satisfaction Measures (TSMs), a set of measures introduced by the Regulator of Social Housing to help customers understand how well their landlord is performing. They cover a range of services, including repairs, safety, communication, neighbourhood management and complaints handling. 

Alongside the results, we've also published details of the actions we're taking in response to customer feedback and complaints. Our complaints and improvements page provides regular updates on the work taking place across NCHA to improve services and customer experience. 

It highlights some of our key areas of focus, including handling complaints, improving satisfaction for shared owners, repairs, and communal areas. It also explains how customer feedback is helping to shape decisions and drive improvements across the organisation. 

By publishing both our performance results and improvement plans, we're helping customers see not only what they're telling us, but also how we're turning that feedback into action.