We are grateful to the customers who take the time to share their views on NCHA’s work through our independent customer satisfaction surveys. Those responses are reviewed by the Regulator of Social Housing. Along with own performance management data, they tell us what’s working for customers – and where improvements are needed. Below you can read about some of the key areas we are currently focusing on.
Making improvements
Listening to customers
75% of customers told us that we listen to and act on their views
Your voice matters to us — and we’re working hard to make sure it’s heard.
75% of customers feel they already have a say in how we do things at NCHA, and we’re proud of that. But we want to go further — so even more of you can help shape our future.
That’s why we’ve created a new Customer Engagement team, based in our central Communications and Engagement department. They’ll be out and about, listening to you through community events, forums, and customer panels.
We’re also improving how we gather and act on feedback from surveys — whether that’s online or face to face. A new central steering group will make sure your views are brought together, analysed, and used to spot trends and opportunities.
By combining this insight with what we learn from our Customer Engagement team, we’ll be able to make better decisions — based on your experiences, your ideas, and what matters most to you.
Handling complaints
46% of customers who made a complaint in the last 12 months said they were satisfied with the way we handled it
We’ve made steady progress in how we manage complaints, but we know there’s more to do.
To build trust and improve satisfaction, we’ve taken a close look at our processes and introduced new steps to make sure we’re responding more quickly and more clearly, particularly to stage 2 complaints. We’ve tightened up our timescales and raised the standard of our responses.
We’re also changing how we learn from complaints — making sure we reflect properly, share what we’ve learned, and take action to avoid repeating mistakes.
Making shared ownership work better for you
59% of home ownership customers report that they are satisfied with the overall service from their landlord
We’re working closely with teams across NCHA to make sure we’re fully on board with the new Shared Ownership Code. It’s all about improving the service we give to you, our homeowners.
We’ve teamed up with members of our Customer Committee to make the homeowner handbook, website, and other publications easier to understand. Shared ownership can be complicated, so we’re simplifying the language and making sure you get the info you need without the jargon.
We’ve started chatting with homeowners about how we can improve our service specifications and take a closer look at the costs you’re paying for things like cleaning and grounds maintenance. Looking ahead, we’ll be tendering new contracts in 2027, and we want your input to help shape them.
We’re working on giving you better information about the condition of your home and neighbourhood. That way, we can clearly show how money from sinking funds or long-term maintenance funds will be spent in the future.
Ongoing improvements to our repairs service
Last year, we completed 75% of emergency repairs and 72% of non-emergency repairs within our target timescales
Since we brought our repairs service back in-house in April 2024, things have been steadily improving—but we know there’s still more to do.
We’re putting the finishing touches on our new repairs team setup, making sure we’ve got strong management in place and the right number of skilled trade operatives to get the job done.
Behind the scenes, we’re upgrading our systems so we can plan and book repair appointments more smoothly and make the whole process easier for you.
Performance has been picking up since the end of 2024/25, and we’re already seeing better results this year. As our new team and systems bed in, we’re expecting things to keep improving month by month.
