We are regulated by the The Regulator of Social Housing who sets consumer standards.Its role is to intervene where failure to meet the standards has caused, or could have caused, serious harm to tenants. 

The 4 consumer standards are: 
Currently the tenant involvement and empowerment standard sets out the requirement for how housing providers ensure that the customer voice is heard and considered. 

 

Get Involved in 2022

There are many ways to involve you and we want to develop those ways that interest you most. So initially we would like to hear what may interest you,your preferred way of engaging with us and what suits you best.Your involvement may be in person or online, via zoom or through forms and emails. This allows you to choose what you are comfortable with but also what you have time for. 
In 2022 we would like to get your input on the following key areas. 
  • Principles in the repairs contract 
  • Information on the website and ease of use 
  • How we maintain the communal space around schemes 
We will update this section each quarter and provide feedback on how customers experiences have informed changes and improvements. 

Meet the Team

Meet our Customer Engagement Team here to help

Louise Darby

Customer Engagement Manager
Find out more

Louisa Barlow-Simson

Customer Engagement Officer
Find out more
LFHA

Customer Surveys

At present we undertake quarterly customer satisfaction surveys contacting around 600 customers each year to understand their perceptions about our services, as well as short surveys after a repair for example.  But we would like to have more ongoing conversations with customers and hear about their experiences of our services as well as work together to make changes and improvements where we know there are problems. 


Satisfaction results
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