Karbon Homes Group is a social housing provider operating across the North East of England and North Yorkshire providing affordable rented homes, supported housing and low-cost home ownership (LCHO) properties.
As required annually by the Regulator of Social Housing (RSH) and in keeping with their commitment to “always make the effort to understand our customers” and ensure “Everyone’s voices should be heard”, Karbon Homes Group conducted a survey to gather LCHO tenants’ satisfaction with the service being provided.
After analysis of the survey data, they wanted to gather additional feedback from customers to gain a deeper understanding of their views and experiences. Involve North East conducted interviews with customers to gather insights and identify areas for improvement to support future service delivery.
What did we find out?
Customers highlighted personalised support, caring staff, and a strong sense of safety within their communities. They also valued activities and communications that encouraged pride in place.
Communal areas
Customers generally felt communal areas were well maintained but raised concerns about litter, parking, grounds maintenance, and property upkeep. They wanted clearer information on responsibilities, easier issue reporting, better-quality repairs, and cleaner, safer communal spaces.
Communication/information
Customers were generally satisfied with communication and found staff easy to contact. However, they wanted clearer, more relevant information, better updates on repairs and enquiries, greater staff visibility, and improved communication about homeowner responsibilities.
Complaints
Customers felt confident about how to make a complaint and expected a clear, transparent process with timely responses and regular updates. Independent review and clearer guidance were also suggested.
