Tenant Satisfaction Measures 2024-25

We’ve introduced a quality checking process so that more repairs meet our standards the first time 

We ended our repairs and safety compliance partnership with Bristol-based housing association Brighter Places to free up more time and resources to focus on our own customers 

We’ve reviewed and restructured our Repairs team to make it more efficient and increased the number of trades colleagues relative to our size; we’ve also allocated more budget for recruitment in this area, making sure we employ the right people, with the right skills, for the right roles 

We’ve developed new reporting systems so we can better review and challenge our performance, making sure we're as efficient as possible completing your repair 

We’ve reviewed our approach to dealing with pests and vermin and moved responsibility to our in-house Repairs team; this means we can better coordinate pest removal with any repairs that might be needed at the same time. 

We’re updating our repairs IT systems to help us manage jobs better, reduce delays, improve efficiency and overall service 

We’re expanding our dedicated Complex Works team so we can support more customers facing damp and mould issues 

We’re introducing a repairs diagnostic tool on Connect, our online customer portal, to help you report repairs more easily and get the right help faster 

We’ll continue to monitor the quality of our repairs, especially where complaints are involved, to make sure the work is right first time, and it consistently meets our service standards 

We’re updating our damp and mould policy and process to meet the requirements of Awaab’s Law, and the needs of our customers - clearly setting out our service standards and commitments when dealing with these issues. 

We’ve invested in fire safety upgrades across our high-rise buildings and sheltered housing schemes, including better fire detection systems and improved fireproofing in shared spaces 

We’ve restructured our Safety Compliance team following the end of our partnership with Bristol-based housing association Brighter Places, making sure our in-house resources are focused on our own customers and doing more of these essential safety checks ourselves instead of using external contractors  

We’ve piloted remote environmental sensors at one of our housing schemes to monitor things like fire safety, heating and carbon monoxide levels - helping us to make sure customers are safe and living in a comfortable environment

We’ve reviewed and upgraded heating systems in our larger housing schemes to make sure they’re safe, efficient and reliable for customers. 

We’re developing a new system to improve how we track and manage safety checks, as well as repairs and replacement programmes, helping us to work more proactively 

We’re introducing a Building Safety module in the new system, to store key safety information about every home in one place – helping us keep accurate records and address issues more effectively 

We'll use independent safety audits to guide further improvements and make sure we’re always learning and getting better 

We’re reviewing and updating the safety advice on our website making it easier for customers to find clear, simple guidance on gas, fire, electrical and other key safety topics, and where to find support 

We’ll roll out a new system to assess and monitor health and safety risks in homes, based on reports from our customer-facing teams. This will help us take action earlier and resolve issues sooner for our customers. 

We’re creating a new Customer Complaints Panel to help us dive deeper into complaint trends and make sure we act on the findings 

We’ll continue to hold ‘lessons learnt’ sessions with teams across the organisation to make sure we’re fixing the causes of complaints, not just the symptoms  

We’ll continue to work closely with the Alliance Contact team (ACT) to resolve customer concerns at the first point of contact whenever possible.  

We delivered the first phase of our ‘Life Through Your Lens’ project, collecting customer data to help us understand more about your needs so we can tailor our services better 

We published a new Reasonable Adjustments policy to help make sure all customers can access our services fairly – whether that means providing translation support, communication in accessible formats, or adaptations to your home  

We published our Customer Engagement Framework, outlining all the ways you can get involved in shaping our services 

We’ve worked with Tentacles Consultancy to review our approach to customer engagement and train and upskill our Customer Feedback Panel so they can take on more scrutiny responsibilities  

We launched a new website and are reviewing content to make sure it’s useful, clear and relevant to customers 

We’ll continue to improve how we share performance data, making it clear how we’re doing, where we’re taking action and how your feedback is changing our services  

We’re creating more opportunities for customers to get involved in shaping our services with new customer groups, including a Complaints Panel and Resident Sustainability Group 

We’re refreshing our Customer Welcome Handbook to make sure it includes all the information you need when moving into an Alliance Homes property  

We’re launching a printed newsletter in August 2025 for customers living in our sheltered housing schemes, to help reach those who don’t regularly use digital channels 

We’ll continue to implement the recommendations of the Tentacles Consultancy’s report to improve our customer engagement and outcomes.  

We’ve brought together all our neighbourhood services into one team to create strong, joined-up services in our communities 

We’ve launched the Estate Champions project to involve residents in our age-restricted schemes in shaping the grounds maintenance and cleaning services in the shared areas around their homes, so these services better reflect what matters to them 

We’ve built on our strong partnerships with the Police, NextLink, North Somerset Council and other agencies and organisations to continue to strengthen our approach to tackling anti-social behaviour in our communities. 

We’re developing our neighbourhood strategy, including service standards, to improve how we look after the areas where you live and make sure our approach is fair, efficient and good value 

We’ll review our managing agents and estates services and put regular quality checks in place to make sure they’re consistently meeting expected standards 

We’ll review our Anti-Social Behaviour policy with customers who have used our Community Safety service in the past year to make sure it better reflects their experiences and improves how we respond to anti-social behaviour 

We’ll work with North Somerset Council to review and improve how waste management and fly-tipping are handled in our neighbourhoods.