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Your experience from January-March 2026
What your feedback is telling us
From the surveys you complete to the complaints you raise - this page brings all your feedback together in one place.
By listening to your views, we can better understand your needs and improve the way we work so you receive the high-quality homes and services you deserve.
If you have any thoughts or reflections on this information, please let us know. We'd love to hear from you!
The information on this page is updated regularly and will reflect the latest results from the previous three months.
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Share your views
You can shape your services and neighbourhoods by becoming a Resident Member. As a member, you’ll have access to a range of opportunities, including joining the Customer Influence Committee or an Eastlight Resident Group, taking part in scrutiny and service improvement groups, and more!
You can also share your views with us by completing a Tenant Satisfaction Measure survey, Customer Journey survey, leaving a compliment or by logging a complaint.
We regularly share how you can influence the services you use every day in your Shine magazine, emails, the Eastlight website, and on our Facebook page (click here to follow us).
Any resident dissatisfied with our response can also appeal to the Housing Ombudsman or lodge a disrepair claim.
Tenant Satisfaction Measures
What are the TSMs?
Tenant Satisfaction Measures (TSMs) track how residents feel about the homes and services we provide. Every month, a representative sample of residents are surveyed by phone and email by an organisation called Acuity Research & Practice.
Eastlight looks at this feedback monthly to understand whether our performance is getting better or worse, and why residents feel a certain way towards our services.
Why should I complete a survey?
You know better than anyone what you need to be safe and happy in your home, and these surveys are just one opportunity to tell us whether we are meeting your expectations. We use your feedback to identify where we need to make improvements and introduce them.
Overall, between January and March 2026, resident satisfaction has improved across most areas this year, although we know there is still more to do.
- Overall satisfaction was at 72.9%, an improvement from the previous quarter (72.1% - October to December 2025)
- Across the full year, 11 out of 12 satisfaction measures improved compared to last year
- The biggest improvements were in:
- Complaints handling
- Communal areas
- Neighbourhood contribution
- Listening and acting on feedback.
We ended the year for April 2025-March 2026 on 75.5% overall resident satisfaction, 2.8% points higher than 2024-25 (72.7%).
Residents who were less satisfied said that:
- Repairs sometimes took too long or were not fully completed
- There was some poor communication and lack of updates
- They were concerned about costs and value for money
- They had issues with our anti-social behaviour and damp and mould services.
Residents who were satisfied highlighted:
- Professional and helpful staff
- A good repairs service when things go right
- Clear communication and often quick resolution.
Customer Journey Surveys
What is a Customer Journey survey?
After we’ve delivered a service, residents may get a phone call or an email from us asking a few quick questions about their experience and the quality of work carried out.
These Customer Journey surveys are running for our repairs, lettings, anti-social behaviour and complaints services.
In April 2025, we also started a survey for customers receiving gas, oil and electrical services.
Between January and March 2026:
- Repairs satisfaction remained high at around 8.1 out of 10, with strong feedback about staff professionalism and quality of work
- Heating servicing also scored well at 8.7 out of 10, with positive interactions with engineers who cleaned up after themselves
- Our Lettings service remained strong at 8.7 out of 10, with most residents saying their new home meets their needs.
We were unable to capture responses to our ASB service as we make improvements to our systems and data.
Residents also said that Eastlight colleagues were friendly and respectful, and the works they raised were completed quickly and cleanly.
Between January and March 2026:
- Satisfaction with complaints handling improved to 6.1, but still shows room for improvement to fully resolving the issue, speeding up responses and taking more ownership
- Some residents felt the condition of their home could be better when they first move in
- A number of residents said their repair was unfortunately not fully completed first time and required more than one visit.
Residents also said that there were instances of poor communication with lack of updates, some delays to the works in their home, and that it was sometimes unclear who was dealing with the issue.
Complaints
About your complaints
Between January-March 2026, we received 238 Stage One complaints, which was 52 complaints more than we received between October-December 2025.
100% of these were responded to within Housing Ombudsman Service's (HOS) complaint handling timescales.
Areas with the most complaints were related to Repairs (40%), Compliance and Estates (20%), Housing Services (16%), and Asset Management (10%). The standard of our service was the most common cause, representing 36% of all complaints, followed by poor communication (22%) and contractor service failures (15%).
Across all feedback channels, residents told us:
- Communication matters most - with regular updates, clear explanations and a single person taking ownership
- Repairs are an essential driver of either satisfaction or complaints - residents want quick, first-time fixes and fewer delays, repeat visits and contractor issues
- Consistency is key - experiences can vary depending on the case or team. Above all else, residents want a more joined-up and reliable service
- They want to feel heard - while there are clear improvements in how residents think Eastlight is listening and acting, they want clearer evidence that their feedback leads to action.
What we're doing about it
Improving the experiences residents have with Eastlight is a priority across our organisation.
Through our Tenant Satisfaction Measures surveys, Customer Journey surveys and Complaints analysis, we review progress every month with results reported back to the Customer Influence Committee, the Leadership Team, and colleagues. This allow us to make the necessary changes that make the biggest, positive impact on you.
Take a look at what we've done and are doing to respond to your feedback below:
Eastlight now has urgent internal notifications to flag incomplete repair cases early. This is now our standard practice, supporting better communication and team collaboration, and resulting in better resident outcomes.
Our ‘Think Customer’ principle is a core part of our everyday work, policies and procedures.
All colleagues are aware of target Tenant Satisfaction Measure scores, incentive bonus schemes have been introduced, and performance is communicated frequently through monthly company-wide calls.
These elements all contribute towards how we improve colleague behaviour, make smarter decisions and increase resident satisfaction.
In December 2025, we introduced our new local, place-based way of working – Your Eastlight Team.
Every Eastlight resident now has a named Neighbourhood Lead that is responsible for their home and community, supporting whenever they have a concern about repairs, their rent, their home or local area.
This approach makes sure residents get the right support at the right time, while reducing internal hand-offs.
As your Eastlight Team settles and develops, we are still reviewing feedback on a monthly basis to understand weak spots and the root causes of lower scores. This will help us to put plans in place that addresses your concerns quickly and allows colleagues to continue supporting you and your wider community.
We have recently launched your new and improved ‘My Eastlight’ self-service portal and mobile app.
This responds directly to your feedback, where many of you asked us for more accessible, digital contact methods so you can get in touch quickly about the services that matter most.
All Eastlight residents can now access the portal and app to raise and reschedule routine repair appointments, check their rent balance and make a payment, report anti-social behaviour or damp and mould, and log a compliment or a complaint.
We are aware that any new technology can have its limitations, contain light bugs and require some fixes, and we’re working hard to resolve these.
We will always make sure the ongoing development of the platform responds to your views, including what you've already told us you'd like to see added next!
Following the launch of our Resident Members Charter in September 2025, we continue to work with residents through a diverse range of activity programmes, groups and opportunities.
For example, we recently completed scrutiny and service improvement projects with residents, centred around Service Charges and Complex Repairs processes.
Through our Active Residents Network newsletter, residents continue to inform our strategies and policies, and Eastlight Resident Group meetings and community walkabouts are being planned to ensure local people can enhance their local areas.
You can see more about the Charter and how to get involved here.
