Performance and feedback
Your feedback is important to us
At Victory Homes, we believe that listening to our customers is essential to delivering the best possible service. This page outlines the different types of feedback we collect, how we use that feedback to improve, and what it tells us about our performance.
Tenant Satisfaction Measures (TSMs)
Tenant Satisfaction Measures are a set of standards used by the Regulator of Social Housing to assess how well we are performing. These measures help you to understand our service quality and allow comparisons between different providers
2023/24 annual report
We understand how important it is for you to have an affordable, well maintained home, with a service that is easy to access. Take a look at how we performed last year.
How we're doing
We measure our performance on an ongoing basis, by asking for feedback after you've had an experience with us. Below you can find our quarterly customer satisfaction results.
January - March 2025
Customer satisfaction
Our overall satisfaction score was 83.5%
Top themes in satisfaction
Top feedback theme - Delayed Service, Communication and Service Quality
Complaints
We measure our performance on an ongoing basis, and below you can find our quarterly complaints performance results.
January - March 2025
A total of 301 complaints (Jan-Mar 25)
Delay in Service
Lack of communication
Poor quality of service
96.8% of complaints were responded to within 10 working days
2.7% improvement on the previous quarter
33 complaints were escalated to stage two (Jan-Mar 25)
We received 4 determinations (Jan-Mar 25)
Learning & improvements driven by complaints and customer feedback
We’ve introduced regular collaborative sessions with complaint handlers, using case studies to emphasise treating each case individually, rather than just following a process.
Our Customer First campaign, which reinforces the importance of delivering outstanding customer service, is now taught at induction for each new member of staff.
We regularly assess the performance of our contractors and hold them to account if they continually don’t meet our standards.
Complaints
Our aim is to provide you with outstanding customer service; however, we understand that occasionally things can go wrong.
If this happens, we want to make things right as soon as possible, learn from what has happened, and do what we can to stop it happening again.
Compliments
Have you recently had a great experience with a member of our staff or one of our teams?
We would love to hear from you if you have a compliment for one of our members of staff or a service you have used. Your feedback on what we are doing well is very important to us.
Neighbourhoods
If you'd like to tell us about anti-social behaviour in your community or report a neighbourhood issue, it's best not to raise a formal complaint - using the correct form for your issue will ensure it's quickly picked up by the right team.
Head to our Community page to find out more.
Get involved
We're always on the lookout for tenants who'd like to get involved in their community, we have a number of different ways that you can get involved and have a say in what we do and how we shape our future together.
We've recently launched our new INfluencer Network, it's an inclusive network that enables you to have a say in a way that works for you.
Click on the link below to find out more about the different tenant involvement opportunities available with us.
