How we're performing

Feedback from our customers is very important to us, with customer care and satisfaction at the heart of what we do.  

Across 2025-26, we had 464 responses from our customers to our monthly Tenant Satisfaction Measures (TSM) Surveys on how you think we’re performing. 

TSMs were created by the Regulator of Social Housing to assess if social landlords in England, like us, are doing their job right. There are 22 different measures that get checked to make sure that everyone lives in a safe, comfortable place with a landlord who cares about them. 

As part of Karbon Homes Group, we report our TSM results for 54North owned housing stock alongside the wider Group. You can find our latest results, and insight into how we're improving here. 

Overall satisfaction remained broadly stable compared to the previous year. We've continued to listen carefully to your feedback and remain committed to improving our services using your insight. 

We’re pleased to share that the following areas received the highest levels of positive feedback from customers and that you feel: 

• we keep you informed about things that matter to you 

• you’re treated professionally and respectfully by our team 

• your homes are safe and well-maintained 

• well supported when moving home and if facing financial difficulties 

To help improve customer experience, we've developed a dedicated Customer Experience Improvement Plan focused on the issues you tell us matter most and the areas that you would like to see improvements on, including: 

Repairs 

You said: You would like to see an improved repairs service. 

We are responding by: Bringing our repairs in-house with Karbon Property Services (KPS) and recruiting more operational managers and trades colleagues, which is reducing overall waiting times. New KPS systems have improved our scheduling and repairs processes, as well as creating a fresh approach to how we manage complaints of damp and mould. Following the introduction of Awaab’s Law, we have also invested in additional surveyors allowing us to inspect homes quicker and manage issues more efficiently. Additionally, the developments of our My54North portal and app, are making it easier to report, track and complete repairs right first time wherever possible.  

Communication and responsiveness 

You said: You would like quicker responses to emails and calls and better updates on progress of enquiries. 

We are responding by: Increasing capacity within our customer-facing Housing, Customer Services, and Income teams and introducing clearer timescale updates. We are increasing Housing Officer visibility in our communities through customer walkabouts and engagement activities. We are also working with colleagues from across Karbon Group to bring forward further improvements in systems and service delivery in 2026-27, for e.g. callback options and cross-team collaboration. 

Complaints

You said: You wanted to see improvements on how we handle complaints. 

We are responding by: Making it easier for customers to raise concerns, 98.7% of Stage One complaints across 2025-26 were responded to within timeframes. We are holding monthly complaint review meetings, strengthening customer service training and introducing action plans to identify and address recurring issues. We're also improving follow-up and customer case ownership, introducing tools such as scheduled callbacks to help us resolve concerns more effectively and improve your overall experience. 

There will be more information about how we’ve been performing in our upcoming customer annual report, which we will share later this year.