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Every year we’ll be speaking to over 14,000 customers to find out how you feel about your home, where you live and the services we provide. It’s important to us that you know how and when you can expect to hear from us about feedback as well as what we do with it. We’ve shared our latest results with you below.

Our latest results

We’re always looking for ways to improve how we do things, so every month we take a closer look at your feedback to see what the trends are and how we can improve.

When you experience a service we'll get in touch with you to see how it went

We'll be contacting 14,400 customers each year to gather feedback - that's 11,520 customers through our customer experience surveys and 2,880 customers through our relationship surveys, which check how you feel about your home, where you live and the services we provide. 

Customers can leave feedback at any time right here on our website without having to wait for a survey. We call this Freeflow.

How we use your feedback to help us improve

The results we gather will allow us to see the areas that we need to work on in order to improve your experience in the future. Every six months we'll share what we've learned, what we're doing differently and what we're working on based on your feedback. 

How we know if we're on target

We have set performance indicators to help us measure whether we are doing what we say we will, these are: 

Customers would recommend us to a friend 
Our target by the end of 2021 is 85%

Customers agree: our services are easy to use and helped them resolve their issue
Our target by the end of 2021 is 85%

How good are Bromford at listening and acting on your views 
Our target by 2021 is 70%

We will have a letting standard that customers rate highly (home quality) 
Our target by the end of 2021 is 93%