How’s it going?
Annual review of the customer
service we offer you.
2022-23
As a B3Living customer, you should be able to hold us to account.
This review tells you how we did last year, what’s going well and where we’re looking to improve.
Thank you to everyone who read our 2022 review. We’ve based the information and the look of this year’s report on your feedback.
How did we do in 2022-23?
Let’s start with the key figure: how happy you are with our services overall...
85% customers felt satisfied with our services overall
What’s behind this number?
This score comes from 625 answers to our telephone survey. It runs every three months with an independent company. They call a random sample of customers (this figure includes tenants and customer in our independent living housing).
Our overall score dropped by 1%. So, we compared B3Living’s results with scores from other housing associations and businesses that offer customer service.
On average, customer satisfaction has gone down across the UK. Although this gives us some perspective, we still want to improve services for our customers.
Our score in context...
86% - our score last year
90% - our target for 2024
............................................
77% - national average*
76% - housing association average**
*UK Customer Satisfaction Index, Institute of Customer Service, Jan 2023
**Year End Report, Housemark, June 2023