We've published our customer satisfaction results for 2025-26
As a customer-led organisation, delivering excellent customer experiences is at the heart of everything we do.
Customer satisfaction guides how we measure success, make decisions and invest in our homes and services. We're proud that our 2025-26 Tenant Satisfaction Measures (TSMs) show high levels of trust from our customers and a consistently good service.
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83% overall satisfaction
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84% of customers agree B3Living treats them fairly
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84% satisfaction with the time taken to complete the most recent repair
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82% satisfaction with how well we keep customers informed
Our teams worked hard to deliver the best experience for our residents but we're always looking to improve.
We created 24 actions based on customer feedback this year. Seven of those are already complete and good progress is being made on the remaining 17.
What we heard most:
- Issues not always being resolved, especially with repairs and neighbourhood services
- Concerns from homeowners about service charge value and transparency
What we’re doing about it:
- Repairs: improving how we diagnose issues, reducing repeat repairs, and working more closely with contractors to fix problems first time
- Communication: providing clearer, more regular updates especially on anti-social behaviour cases, planned works and cleaning and improving communication between our teams
- Service charges: making charges clearer and fairer, especially for new builds, and involving customers in how we share this information
- Training: rolling out customer service and contract management training to improve our service
- Planned works: mapping the customer journey, tackling backlogs (starting with windows), and being more transparent about timelines
- Systems and processes: streamlining workflows and exploring automation to improve efficiency
Making these changes will help us fix issues faster and make sure customers feel better informed and supported every step of the way.