How is Eastlight performing?

Every year, we ask more than 1,000 Eastlight residents a range of questions about how happy they are with the homes and services we provide.

The latest results for these surveys, called Tenant Satisfaction Measures, show that more tenants are satisfied with Eastlight now than a year ago. The results reveal that 72.7% of tenants surveyed were satisfied with Eastlight. This is a 3.1% increase on the previous year.

Emma Palmer, Chief Executive, said: "The progress we’ve made is a direct result of my colleagues and residents working together to ensure our services meet residents’ needs, and I’d like to thank everyone who is striving to shape Eastlight for the better. “There’s work to be done however, and my colleagues and I are committed to ensuring you get the homes and services you want and need.”

My home

Satisfaction with our repairs service increased 4.9% to 77%, while more residents were happy with the time it took to complete their repair.

Our repairs team have introduced a range of improvements, including patches for our trades operatives. We also launched our Repairs Pledge, which was designed with residents and outlines the service you should expect to receive us.

But we recognise there’s more to do to reduce the time you sometimes have to wait for repairs and to improve communication, particularly when you’re waiting for a complex repair.

2023/24: 72.1%

77%

I'm satisfied with repairs

2023/24: 66.1%

69.8%

I'm satisfied with the time taken to complete my repair

2023/24: 71.6%

74.2%

My home is well maintained

2023/24: 80%

80.4%

I'm satisfied my home is safe

My neighbourhood

Our Intervention & Enforcement Team have made changes to improve the support we offer when residents experience anti-social behaviour.

As a result, residents are more satisfied with this service than they were a year ago.

These results show that many residents feel we do not make enough of a difference in their neighbourhoods. This year, we are developing a more local approach to providing key services, as well as making a significant investment in residents’ communal areas.

Read more about investing in your neighbourhoods here

2023/24: 58.9%

58.9%

Communal areas are clean and well-maintained

2023/24: 58.9%

59.6%

Eastlight makes a positive contribution to my neighbourhood

2023/24: 54.6%

58.4%

I'm satisfied with Eastlight's handling of anti-social behaviour

Your complaints

Last year, we received around 40% fewer complaints than we did the previous year, and our teams have worked hard to deal with any issues you might have with our services before they become a formal complaint, in line with the Housing Ombudsman’s Complaint Handling Code.

However, satisfaction with how we handle complaints remains low, which we are addressing.

2023/24: 35.1%

33%

I'm satisfied with Eastlight's approach to handling complaints

Communication

More residents feel Eastlight listens and acts on their views, and this magazine includes information about applying to join the resident-led Customer Influence Committee and taking part in your Eastlight Residents Group.

Communication remains an issue, and last year Eastlight residents joined staff to launch an internal ‘Think Customer’ campaign, asking five crucial questions every team member should ask themselves during their workday.