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Cromwood is performing well on everything from the quality of its homes to action on repairs, according to an independent survey. 

Tenants were asked for their feedback via a range of questions framed around the Tenant Satisfaction Measures (TSM) set out by the Regulator of Social Housing.

The registered social landlord scored above average in 11 of the 12 measures. 

Cromwood’s performance was measured against 20,000 responses from 23 housing providers who undertook the same survey. 

Overall, around seven in 10 tenants told independent researchers CX-Feedback that they were happy with their homes and their relationship with Cromwood. Satisfaction with the way Cromwood responded to complaints of antisocial behaviour was more than 20% higher than the average. 

It also scored well above the average in its handling of maintenance and repairs. More than three quarters of those surveyed were satisfied with the speed of repairs and seven out of 10 were happy with the quality of repairs. Tenants also said they felt listened to and respected.

Responding to the survey, strategic director Kevin Murphy said: “These results are a good first step, but we need to get better at understanding whether we’re achieving equitable delivery of our services across all different groups. We can do that by ensuring there are questions that relate to specific groups, for example those who face social discrimination and disadvantage due to their ethnicity and disability.”

An additional telephone survey, now underway, will provide more in-depth information. The results of this will be published in the new year. Tenants are also being consulted on the creation of new engagement mechanisms. 

“In order to improve our services, we need to dig deeper,” Mr Murphy added. “Global results provide a useful benchmark, but we need to break those results down to really understand what our tenants are telling us. That’s why we are determined to develop a genuine dialogue with our tenants and ensure that they become part of our decision-making processes.”