Insights by Newport City Homes
Customers

Customer Satisfaction and Trust

Our customer satisfaction has remained at the same level for a number of years. We are looking forward to improved levels of satisfaction when our new place-based delivery model is embedded and our repairs review helps us to deliver an even better repairs service.

Percentage of social tenure customers surveyed by STAR who were satisfied or very satisfied with NCH as a landlord

Satisfaction with NCH as a landlord

Percentage of social tenure customers surveyed by STAR who agree or strongly agree with the statement "I trust NCH"

% customers that trust NCH

Risk & Opportunity

Risk assessment
03
Prob
04
Imp
07
Score
Risk owner
Exec Director of Operations
Key concerns
  • Failure to provide services that meet customer expectations.
Key controls
  • Action: Service reviews of all key service areas in progress and managed through the Transformation Portfolio.
  • Control: Placed-based working delivery model to ensure proactive service delivery and enhanced relationships with customers
  • Action: repairs end-to-end review