Providing homes and creating sustainable communities

Your feedback

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We welcome your feedback

It helps us to know what we’re doing right and what we can improve. We aim to make it quick and easy for you to have your say about what matters to you, so we can deliver the best possible service and you can get on with enjoying your home.

We monitor our performance and listen to your feedback to make sure we’re always improving what we do and delivering an outstanding service.

We’re honest too. We’re transparent about changes to our services and always welcome your thoughts on how you feel about them.

Your feedback

Your feedback matters. We may contact you from time to time to ask how you rate our services. You can help us to know where we’ve got it right and opportunities to improve where we’ve got it wrong.

You can share your feedback at a time and in a way that’s convenient for you. And, in a world where it’s nice to be kind, we’d also love to know when our people have delivered a great service and have made you smile.

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Complaints

We welcome complaints. They help us to understand how we can fix any problems and make sure they don’t happen again. Of course, our aim is to provide you with outstanding customer service, but we understand that sometimes things can go wrong.

If this happens, we know how frustrating it can be and we want to work with you to put things right. We will do our best to resolve your concerns as soon as we are aware of your issue, however, if we’re unable to put things right at the start, we will manage your concern as a formal complaint.

Tell us about an estate or neighbourhood issue

If you'd like to tell us about anti-social behaviour in your community or report an estates 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 learn more about grounds maintenance, estates, anti-social behaviour and more.

How we’re doing

We measure our performance on an ongoing basis, and below you can find our quarterly customer service results.

July - Sept 2021

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Net Promoter Score +32

We're committed to better understanding our overall relationship with you, using the Net Promoter Score (NPS) measurement. Each year, we ask you to rate us on a scale of 0-10 and our score is calculated between -100 and +100, and our most recent score was +32.

Get involved

There are lots of ways you can get on board. Head over to our Get Involved page to find out more about how you can have your say - in a way that suits you.

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