Customer Satisfaction

As a responsible landlord we understand that our service is not just about houses and bricks and mortar; it’s about people. 

We believe that satisfied customers will want to stay in their homes and will contribute positively to better, happier neighbourhoods.

Our commitment to customer service is set out in our Driving the Changes Strategy.
 
We take monthly ‘health checks’ on our customer satisfaction to make sure that we are keeping our customers satisfied.

We do this by asking you, our customers, how satisfied you are with our services. We check the following:

Most of our customers contact us by telephone, so we test our own telephone services using independent mystery shoppers and customer mystery shoppers too. Click on the link to learn more about becoming a customer mystery shopper.

We also ask our customers every year how satisfied they are. Our current satisfaction can be viewed here.

Twin Valley Homes has been recognised for providing excellent customer services to its customers.

We have achieved the Quality Housing Services (QHS) accreditation. This demonstrates to our regulators, the Tenant Services Authority (TSA), that we are meeting their standards.

We also hold the Charter Mark: this is the Government standard for excellence in customer services. We are very proud of having held this award for over three years, as it demonstrates to our customers our achievement and commitment to excellent customer service.

Every 2 years we ask all of our customers how satisfied they are with our services. This is a part of regulatory requirement and customers can then compare the results with other housing providers. In 2008, we achieved our highest satisfaction to date of 83%.

If you have any comments about our customer service at Twin Valley Homes or would like to get involved with helping us improve our customer service, please the Customer Services Development Manager by clicking here, or by calling direct on 01254 269207.

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