We’re committed to sharing our performance every month

Our commitment to service improvement means over the past few months we’ve made some changes to how we deliver our services, considering feedback and suggestions we have received from our customers.

We know there’s still more to do, but by being open and transparent about how we’re doing, the progress we’re making, and what we still need to improve, we hope this will give you confidence we are putting our words into action.

Our new how we’re doing monthly performance infographic shows our performance for the three most important areas of customer service for our landlord service, based on what you’ve told us:

• Contact Centre
• Repairs
• Complaints resolution

It includes customer satisfaction and our performance against aspects of our service you have said make a difference to whether you have a good or poor experience.

Our Director of Customer Services, Julianne Britton, said: “At GSA we put our customers at the heart of everything we do, and we’re committed to delivering a good service.

“Our new how we’re doing monthly performance infographic creates transparency about our performance for both our customers and colleagues. It shows the areas where we still need to make improvements and highlights those where we are performing well.

“We want to build confidence that we are actively focused on listening and improving, and we hope in doing so we might inspire more customers to get involved in working alongside us and our customer panel.

“We’ll be publishing our how we’re doing infographic every month on our website and all our social media channels.

“In future months we’ll also include trend information so you can clearly see how we’ve improved service delivery against these metrics as we continue to track our performance.”

View our December 2022 performance update* and watch our animation below.

*All figures reported are for our Landlord Service from October 2022.