To understand what customers think of our services we use the UK Customer Satisfaction Index. This year we achieved our highest ever score of 81.7%, placing us above the national average for all UK sectors including the retail sector with top businesses like Marks & Spencer, John Lewis, and Tesco.
We use Housemark STAR Measures to benchmark our customer satisfaction against other housing associations and this year our scores improved. 80.8% of customers say their rent offers value for money (VFM) and 77.7% think we offer VFM with our service charges.
Customer satisfaction has also increased for the quality of our homes, our repairs work, and our ability to deal with problems or complaints.
During the year we used online surveys, phone calls and focus groups to get customer feedback. This has helped us identify areas for improvement and is used to drive our performance.
Leeds Fed is determined to maintain a culture of excellent customer service and offer VFM across the services we deliver. Thank you to all customers who shared their opinions with us this year.