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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:
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 on a monthly basis, and performance is communicated frequently through company-wide meetings.
In addition, all staff are encouraged to Think Customer, considering:
- The short and long-term effects of their actions
- The residents’ individual needs and preferences
- Whether their communication is clear, respectful and appropriate
- Past insights or experiences to help them when making tough decisions
- Whether they, themselves, would be happy with the service being provided.
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.
We are reviewing feedback and survey scores on a monthly basis to understand weak spots and the root causes of complaints and dissatisfaction.
This is helping us to put plans in place that addresses your concerns quickly and allows colleagues to continue supporting you and your wider community.
For example, we are making further structural changes to teams to ensure learning and insight is shared quicker and more efficiently, so you receive a better experience with us.
In addition, our Neighbourhood Leads and teams have been more visible in your community, creating new opportunities to ensure two-way conversations between you and Eastlight, collaborating with partners at community events, and ensuring your neighbourhoods are clean, well looked after, and can thrive.
You can see our impact in the news section here.
Alternatively, find out what's going on in your area by taking a look at our Events Calendar. Click here.
See more about Your Eastlight Team by clicking here.
All residents are now receiving more communications that respond to what you've told us matters to you! You should receive your regional Eastlight Team newsletter on a quarterly basis so you can see the difference we're making and how you're getting involved.
Other information is also provided in your residents' magazine, Shine. See here.
We have 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.
Resident insight guided the design of our new portal and app, launched in December 2025. From improving usability to ensuring accessible features were front and centre, many suggestions were included in the end product.
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!
Almost 5,000 residents are signed up. So, if you're not, why not check it out? We'll also keep you updated on improvements and new features when they're ready - so keep an eye on your Shine magazine and emails for more information.
Since launching our Resident Members Charter in September 2025, we've continued to work closely with residents through a wide range of engagement opportunities, groups and activities that help shape and improve our services.
One of the most impactful ways residents have influenced change is through our scrutiny and service improvement projects. Recent resident-led reviews have focused on areas including Service Charges and Complex Repairs, helping us identify opportunities to improve both services and communication.
Resident feedback is already making a real difference. For example, suggestions from a kitchen design workshop, including additional drawer space, improved cupboard accessibility and more flexible handle options, have helped shape a more inclusive kitchen specification. Feedback from residents has also influenced the tone of Income Team correspondence, ensuring letters are more supportive and aligned with our Think Customer approach.
Residents have also played an important role in reviewing policies. Feedback on our Damp & Mould Policy helped ensure the updated version places greater emphasis on supporting residents who may be more vulnerable because of their health, age or personal circumstances. It also strengthened our approach to proactively identifying residents who may need support and reflects the latest regulatory requirements, including Awaab's Law.
Following feedback received through our Complex Repairs scrutiny project, we're also developing improved guidance for residents, including practical tips, welcome information and advice videos to help customers better understand the repairs process.
Alongside formal scrutiny activities, residents continue to influence our work through the Active Residents Network newsletter, Eastlight Resident Group meetings and community walkabouts. Feedback shared through these channels is helping to inform strategies, policies and local improvement projects. We're also acting on suggestions from residents about neighbourhood clean-up events and environmental improvements, demonstrating how local feedback can lead to visible changes in communities.
Read more about what scrutiny and service improvement is, and how residents have well and truly shaped these services for the better. Click here to find out more.
You can see more about the Charter and the different ways to get involved here.
Want to skip straight to seeing what's going on in your local area and sign up? Click here.
We've partnered with the John Lewis Partnership to better understand residents' contact with Eastlight and how we can make our systems (like the My Eastlight portal, customer service phone lines, emails and other channels) better and more effective.
By bringing staff together to listen to calls and understand customer queries, alongside the jobs you raise through the My Eastlight portal and other methods, we're uncovering a lot of useful ways to help us speed up our response, reduce delays and ensure you have instant access to the information and services you need, when you need it.
Findings are now shaping more immediate improvements and informing our long-term Customer Contact Strategy, which aims to deliver flexible, adaptable and inclusive customer services that cater to your diverse needs.
This will result in faster responses, fewer chase-ups, and a better resident experience all round!
