Tenant Satisfaction Measures

For residents living in our rented homes:

• 64.1% satisfied with our overall repairs service over the last 12 months
• 60.5% satisfied with the time taken to complete your most recent repair
• 62.7% satisfied that we provide a home that is well maintained

Repairs performance:

• 0.6% of homes do not meet the Decent Homes Standard
• 74.5% of emergency repairs completed on time
• 74.2% of non-emergency repairs completed on time

You said: 

• "The repairs to my home have been ongoing for six months.”

We did: 

• Introduced our Service Standards, so you know what to expect from us, including getting back to you within five working days
• Strengthened our local repairs service by recruiting more colleagues and improving how we manage repairs carried out by contractors
• Asked 30 residents to share their experiences of contacting us and used their feedback to improve the service. This included making sure we keep you updated, transfer you to the right team and work more closely across our Contact Centre and Repairs teams.
• Utilised digital tools like Live Chat and My Peabody to help you track appointments and sort repairs more quickly

We’re doing:

• Holding local repairs days where residents can report issues and get them sorted on the spot 
• Bringing in repairs inspectors to check the quality of repairs and reduce delays
• Improving how you get in touch, including our Live Chat function, phone voice‑recognition and increasing callback options to reduce wait times
• Exploring ways to show live queue positions and wait times

You said:

• “What are you doing to keep my building safe?”

We did:

• Invested £71m in building safety, including replacing fire doors and removing unsafe cladding last year
• Improved safety checks across our buildings, including fixing fire risks and carrying out electrical checks
• Completed more than 400,000 safety checks and introduced a new digital system to manage fire risk assessments more efficiently

We’re doing:

• Continuing to invest in our homes and buildings to keep residents safe
• Taking a more proactive approach to damp and mould, so we can identify and deal with issues earlier

You said:

• “I’m experiencing issues with a neighbour, can you help?”

We did:

• Invested £9m in communal repairs and work that benefitted 30,000 residents last year
• Introduced our Good Neighbour Policy to help create safe, respectful and supportive communities
• Improved how we work with the police and local councils, including introducing clearer processes for Community Protection Warnings and Notices
• Ran a campaign to help residents manage ASB and understand the support available
• Trained frontline colleagues to better understand how trauma can affect people and respond with the right support
• Delivered in-person domestic abuse training to all neighbourhood managers, so they can identify signs of domestic abuse earlier and better support residents

We’re doing:

• Working with the police and local councils to tackle antisocial behaviour and keep neighbourhoods safe
• Working with residents and colleagues to update our antisocial behaviour policy
• Making improvements based on the Regulator's recommendations, focusing on the things that matter most to residents

You said:

• “I never know when somebody is coming to fix my repair because Peabody doesn’t keep me updated.” 

We did:

• Held listening events and influencing sessions attended by more than 2,250 residents
• Developed a new Resident Engagement Strategy to make it easier for you to get involved
• Held regional events, local drop-ins and regional forums so you can meet your local teams and raise issues face-to-face
• Our Resident-Led Panel (RLP) is helping ensure resident voices are heard and acted on
• Trained colleagues to write in plain English so our letters and updates are clearer and easier to understand

We’re doing:

• Bringing residents together with our CEO and senior leaders through regular Sounding Board sessions to share experiences and suggest improvements
• Working with our Resident-Led Panel to make listening and acting on feedback part of everyone's everyday work
• Holding local drop-ins in more areas  
• Making it easier to contact neighbourhood managers and improving follow-up 

You said:

• “They need to follow up complaints quickly and show demonstrable results.”

We did: 

• A resident panel reviewed how we handle complaints and we're putting their recommendations into action
• Improved how we handle, track and report complaints so we can learn from them and stop the same issues happening again
• Set up a new team to handle complex repairs cases, so we can fix things faster and keep you better informed
• Created dedicated teams to focus on both new and older complaints so we could respond more quickly
• Updated our complaint responses using your feedback so they’re easier to understand

We're doing: 

• Managing complaints more locally so we can respond better and use feedback to improve services
• Launching a new complaints learning framework so we can identify trends, share learning and improve services across local teams and the wider organisation

You said:

• “There have been issues with seeing what we pay the service charge for and what gets done.”

We did: 

• Reviewed service charges, management fees and billing processes to make things clearer and easier to understand
• Improved service charge information on our website so residents can find the answers they need

We're doing: 

• Improving the accuracy of service charges so bills better reflect costs and are easier to understand
• Improving our data, to better understand what homeowners need and improve the service
• Creating a Homeownership Support Hub so you can speak to one team instead of being passed between different teams

Yes. Your answers are confidential and are combined with responses from other residents to help us understand how we're performing. We use the results to identify what's working well and where we need to improve.

We take your privacy seriously. Surveys are carried out in line with data protection laws, and any personal information is handled securely. We only use your details to contact you about the survey and to understand feedback from different groups of residents. For more information, please see our Privacy Policy.

No. Taking part is completely voluntary. If you're invited to take part, you can choose whether or not to complete the survey. However, every response helps us better understand residents' experiences and improve our services.