News

Our results for 2023/24 show an average satisfaction score of 78% from customers who were surveyed after using our repairs, complaints and customer contact centre services, against an 82% target.

The report, available on our customer website, acknowledges the improvements needed in some areas to deliver better quality services to customers. We also explain our improvement plans, including for repairs, complaints and managing customer enquiries.

Customer feedback

In the report, we demonstrate how we’ve been taking customers’ views into account to make changes and improvements.

Last year, we launched our new Customer Involvement Programme. We had more than 200 residents sign-up to take part in surveys and workshops to give feedback on a range of areas including complaints, policies, communications and digital services.

Costs of providing services

The report also includes information for customers on the cost of providing services. As a not-for-profit housing organisation, we have several income sources, with the largest from social rent income (59% in 2023/24). Visit the Cost of Providing Services section of the report for more information.

Ian Wardle, Chief Executive Officer at A2Dominion, said: “Last year saw the beginning of important changes at A2Dominion. We’ve started working with customers more to develop plans for improving our services and shaping future priorities. We’re making progress, and while we recognise there’s still lots to do, we’re determined to get there. We have a clear plan of improvement over the next 2 to 3 years and we are committed to building stronger foundations and doing better for customers.”

A2Dominion’s customer report, which we’ve produced in line with the Regulator of Social Housing’s consumer standards, was developed using customer feedback and with input from our Customer Services Committee.

Coretta Scott, an A2Dominion customer for 13 years and member of the Customer Services Committee, said: “I am passionate about making sure the voice of our customers is considered when decisions are being made at A2Dominion. A2Dominion is making it much easier for customers to get involved and share their experience. It is a huge step towards embedding a culture across the organisation that values the voice and experience of residents.”

More information

Other key information and results that we’ve shared in the report include:

• Our Tenant Satisfaction Measures, which show an overall satisfaction score from social and affordable rent customers of 58%
• The support we gave to customers and our community projects which together generated £12.3m in social value*
• Our £38m investment in fire safety works
• Support to access a total of £9.7m in financial support for 2,245 customers
• Almost 700 new homes built, of which 329 were affordable
• 95,000 repairs delivered to help keep customers’ homes safe and well-maintained.

Read the report

You can read the full report on our customer website here

* Social value is a way to measure the impact of our projects. The social value calculator, used across the housing sector, enables us to quantify the value of things such as support for wellbeing and mental health, and to measure the unseen financial value of our services to the people and communities who have used them.