Customer satisfaction 2024-25
We're required to report back to the Regulator of Social Housing on the work we do and what our customers think about it. We're also required to publish that information so that you can see where we're doing well, and where we need to improve. The Regulator calls this information Tenant Satisfaction Measures (TSMs).
78% of customers who live in a rented home said they are satisfied with the overall service from NCHA, their landlord. For home owners, this figure was 59%. (Last year these figures were 69% and 63%.)
Satisfaction
78% of customers who live in a rented home said they are satisfied with the overall service from NCHA, their landlord. For home owners, this figure was 59%. (Last year these figures were 69% and 63%.)
Repairs
80% of customers who live in a rented home and received a repair in the last 12 months were satisfied with the overall repairs service. (Last year, this figure was 67%.) This measure does not apply to home owners.
Time taken
73% of customers who live in a rented home and received a repair in the last 12 months were satisfied with the time taken to complete their most recent repair. (Last year, this figure was 47%.) This measure does not apply to home owners.
Maintenance
81% of customers who live in a rented home said they are satisfied that their home is well maintained. (Last year, this figure was 76%.) This measure does not apply to home owners.
Safety
86% of customers who live in a rented home said they are satisfied that their home is safe. For home owners, this figure was 85%. (Last year these figures were 83% and 84%.)
Listening
75% of customers who live in a rented home said that NCHA listens to and acts on tenants' views. For home owners, this figure was 57%. (Last year these figures were 71% and 58%.)
Informing
83% of customers who live in a rented home said that NCHA keeps them informed about the things that matter to them. For home owners, this figure was 81%. (Last year these figures were 72% and 76%.)
Respect
86% of customers who live in a rented home said NCHA treats them fairly and with respect. For home owners, this figure was 80%. (Last year these figures were 86% and 85%.)
Complaints
46% of customers who live in a rented home and had made a complaint in the last 12 months said that they were satisfied with the way we handled it. For home owners, this figure was 30%. (Last year, these figures were 35% and 19%.)
Cleanliness
75% of customers who live in a rented home in a property with communal areas said they were satisfied that those areas are kept clean and well-maintained. For home owners, this figure was 48%. (Last year, these figures were 58% and 50%.)
Neighbourhood
75% of customers who live in a rented home said that they felt NCHA makes a positive contribution to the neighbourhood. For home owners, this figure was 66%. (Last year, these figures were 69% and 66%.)
Anti-social behaviour
77% of customers who live in a rented home said that they were satisfied with NCHA's approach to handling anti-social behaviour. For home owners, this figure was 58%. (Last year, these figures were 66% and 50%.)
We’re now rolling out initiatives to address the key areas we want to improve. Take a look what we’re doing to turn your feedback into action.
In the report we submit to the Regulator of Social Housing, there are two main aspects covered by the Tenant Satisfaction Measures (TSMs):
- Management information - this covers things like safety checks on buildings, the way we handle reports of anti-social behaviour, and our approach to dealing with complaints.
- Customer satisfaction - our customers are surveyed by an independent organisation, and asked for their views on the services we deliver.
Download our full report to the Regulator of Social Housing [PDF] to see the full figures on how we are performing.
Download the summary of our surveying approach and questionnaire used [PDF].
