We use the performance data to identify areas where we need to improve, to help shape our services and provide good quality homes for our customers. Examples of improvements made as a result of TSM customer feedback include:

• We use customer feedback from complaints, satisfaction surveys, Tenant Satisfaction Measures, and performance data to identify key areas that impact your experience with our repairs service.
• Service Improvement Action Plans have been developed to drive improvements across productivity, performance, communications, complaints, and the overall customer experience.
• Reduced unappointed jobs, making it easier for customers to access appointments.
• Increased completion of non-emergency repairs within target timescales, from 77.8% in Quarter 1 (April – June 2024) of 2024/25 to 89.8% in Quarter 4 (January – March 2025).
• Improved customer service and communication, with our response to enquiries within 48 hours increasing from 65% in Quarter 1 (April – June 2024) of 2024/25 to 92% in Quarter 4 (January – March 2025).
• A new process ensures we acknowledge feedback from our Localz system, where we’ve recorded a customer satisfaction level of 4.3/5.
• Causes of dissatisfaction are reviewed with accurate commentary, and corrective actions are tracked. Our operatives also receive regular “Toolbox Talks” and all Sovini Property Services staff have participated in communication workshops.
• Increased quality inspections for Estate Maintenance, leading to a rise in customer satisfaction with clean and well-maintained communal areas, from 68.8% in Quarter 1 (April – June 2024) of 2024/25 to 77.5% in Quarter 4 (January – March 2025).
• New and improved workflows have been developed to cover risks such as Damp, Mould, and Condensation, the Housing Health and Safety Rating System, and Fire Risk.
• System upgrades have improved the visibility of issues and queries, speeding up our response times.
• Training and staff development is a key focus, including Customer Service Training, accurate performance monitoring, and effective use of our repair software (One Serve).
• An improved team structure has been implemented, including new positions like a Customer Experience Officer in Sovini Property Services.

We will continue to collate data and share it with customers on a regular basis to be transparent about our performance, and provide customers with confidence in the services we deliver.

More information about our performance can be found here.