Find a home
- Homes for rent
- Buy a home
Homes in development
- Darlington homes in development
- Durham homes in development
- Hartlepool homes in development
- Middlesbrough homes in development
- Newcastle homes in development
- Northumberland homes in development
- North Yorkshire homes in development
- Redcar and Cleveland homes in development
- Stockton homes in development
- Sunderland homes in development
- Developments recently completed
- Self service website
- Paying rent
- Report it
- My neighbourhood co-ordinator
- Planned maintenance
- Estate walkabouts
- Neighbourhood drop in sessions
- About your tenancy
- Patch Newsletters
- Regeneration schemes
- Neighbourhood plans
- Contents insurance
- Fire safety
- Advice and support
- Talk to Us
- Get involved
- Leaseholders and shared ownership
Services for all
- Supported living
Care and support
- Support for young people
- Support for families
- Support for ex-offenders
- Support for tenants
- Homelessness support
- Employment support
- Thirteen training
- Domestic abuse support
- Strategy, vision and values
- How we are performing
- Our policies
- Social investment and sustainability
- Board directors
- Leadership team
- One billion pound investment
- Contact us
4 Jun 2019
Between January and March, over 2,500 customers were contacted to gauge their opinions about services provided by Thirteen, the largest housing association in the region.
Now the results have been analysed, customer feedback shows that the overall score for customer satisfaction with their home is running at 8.2 out of a possible high score of 10.
A sample of customers living in Thirteen’s 34,000 homes were asked a wide range of questions, including their opinions about the neighbourhood they live in, how easy it is to contact Thirteen, their overall satisfaction with their home and whether customers would recommend the organisation to friends and family.
The final results have just been published and show that people gave an overall score for their satisfaction with their home of 8.2 out of 10.
Other results show that people gave an overall score for their satisfaction with their neighbourhood of 7.6 out of 10.
For how likely they’d be to recommend Thirteen to friends or family, people gave an overall score of 8.9 out of 10. People gave a score for how easy it is to contact Thirteen of 9 out of 10.
For how likely they would be to stay in their Thirteen home over the next two years, people gave an overall score of 8.6 out of 10.
Kay Glew, director of neighbourhoods at Thirteen, said: “Customer opinions are really important to Thirteen as they help us to understand our customers and their needs, and to improve the services we provide to better meet those needs.
“We’ve worked extremely hard over the past year to change the way we manage our homes and neighbourhoods which has seen a range of improvements which I think are reflected by this survey.
“As a result of customer feedback, we are carrying out a whole range of actions to address any problems and make improvements to services. As an example, Thirteen has expanded its anti-social behaviour team and we’re introducing a new mobile app to help record ASB incidents.
“In response to comments about the cleanliness of some of the estates we manage, we’ve also started to run clean sweep campaigns to tidy up neighbourhoods and improve the local environment for customers.”
Over the coming year, Thirteen will also be investing £34.1m into improving existing homes, testing extended customer service centre opening hours and improving the range of ways people can get in touch. The system that helps customers to swap their home with other tenants is also being changed, and £5m will be spent on aids and adaptations to help people stay in their own home for longer.
To ensure that these actions are having a positive effect on services, Thirteen will be carrying out a range of other surveys throughout the year to gauge the opinions of customers, residents and other organisations.