Have your voice heard

Are you happy with Eastlight? Does our repairs service meet your needs? Do you feel safe at home? Do we listen to you?

Every three months, these questions and more are posed to hundreds of residents on our behalf by an organisation called TLF Research. The results, which are called Tenant Satisfaction Measures (TSMs), show where you are happy with the homes and services we provide - and where we need to make improvements. Other TSMs, such as how often we complete repairs on time and whether your homes meet the Decent Homes standard, are collected by us.

All housing associations like Eastlight must report these to the Regulator of Social Housing, which will shortly receive more powers to ensure landlords meet the needs of their residents.

Below are some of the results. You can see more information about our performance on our website, which will be updated following each survey.

  • Overall satisfaction – 69%
  • Satisfaction with repairs – 73%
  • Satisfaction with complaints handling – 31%
  • Satisfaction with Anti-Social Behaviour response – 53%
  • Satisfaction that my home is safe – 79%
  • Satisfaction that you keep me informed – 70%
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    New complaints team

    As you can see, there are some areas where most residents are happy with the services we are providing, and some areas where we must do better. In particular, we have made a series of changes to improve how we handle your complaints.

    You have told us that we are often too slow to respond to your complaints and that sometimes, you are not happy with the response when it arrives. In response, we have launched a new Customer Experience Team of specialists, who will be your point of contact when you make a complaint. They will work with you and colleagues at Eastlight to fully understand your issues and find the best solution as quickly as possible.

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    Keep talking to us!

    You know better than anyone what you need to be safe and happy in your home, so if you have an issue, please tell us and we will try to resolve it. You can use any of the contact methods listed on our contact page here, and if you are contacted by phone or email about a survey, then please complete it.