Listening and acting
Highlights of the year
We’ve been tracking our Tenant Satisfaction Measures through the year, asking additional questions to find out more about areas where you haven't rated us very highly. We began this in 2024/25, and used what we learned to make big improvements in the measure about feeling safe in your home.
We’ve also strengthened our resident engagement by introducing a new Resident Repairs Panel, and towards the end of the year our Homeowners Panel.
Learnings and improvements this year
We know that we need to continue to strengthen our engagement with tenants and homeowners, and have been working on a framework so we can be really clear about how we do this, and how we make sure we tell you about the changes you’ve helped shape. We’ll be launching this later in the summer, after we've worked with TPAS (external tenant engagement experts) to confirm our approach is the right one.
You said: we did
Throughout the year we've been listening carefully to what you have to say about our services - through complaints and feedback, our involved resident panels, and from the information we've gathered in capturing our Tenant Satisfaction Measures.
We've shared some examples through this report, and here's just a few more:
- During the latter part of 2025–2026, we have seen early signs of improvement following a series of operational changes - all informed in partnership with our Residents Repairs Panel. These include the introduction of a new repairs system, improved scheduling, and better equipping of operatives, which are helping to increase first-time fix rates and reduce delays.
- Previously, pest control sat under our repairs policy. This meant that you were responsible for your own pest control issues. We realised this approach wasn’t working and wasn’t reflective of the level of service we want to provide. To address this, we decided to take a different approach when creating our new pest control policy, working with involved residents to develop a more proactive customer-centric approach.
- We know that our homeowners aren't satisfied with the services we offer, and didn't have a mechanism to hold our service to account and work with us to improve. We have now set up our Homeowners' Panel, and our focus in 2026/27 is to develop a homeowner offer, as well as look at service charges.
- Our Customer Change and Improvement Panel have been working on a managing agent scrutiny project. One of the things we've put in place to better focus on this is that we now have a dedicated colleague working with managing agents to manage those relationships, and make sure services are delivered.
What we are focussing on next year
We know that listening to what you have to say, and acting on it, is the most important thing we can do to deliver good quality services and improve satisfaction.
We’ll be recruiting more members for our three resident panels, as well as asking for your feedback on a number of policies and ways of working.
If you’d like to hear about these opportunities when they come up, or join a panel – please let us know by emailing customerempowerment@wandle.com, or calling 0300 2000 120 and asking to speak to a member of the Customer Voice team.
Satisfaction that Wandle listens to your views and acts on them
Target 45.0%
Last year 42.8%
Next year target 55%
Satisfaction that Wandle keeps you informed about things that matter to you
Target 55.0%
Last year 51%
Next year target 65%
Satisfaction that Wandle treats you fairly and with respect
Target 65%
Last year 56.1%
Next year target 65%