We want tenants to be at the heart of everything we do...
In 2025 we launched a new Customer Voice Strategy
What is the Customer Voice Strategy?
Our Customer Voice Strategy is our plan for listening to you and using your views and ideas to make things better. We want everyone to feel welcome, heard and able to help shape and improve our services.
How do we listen to you?
- Surveys: We ask questions about things like repairs, neighbourhoods and our services. Your answers help us see what’s working and what needs to change.
- Complaints and compliments: You can tell us what you like, where we’re doing well, and where we need to improve. Every bit of feedback matters and helps us improve.
- Community events and pop-ups: We love being out in the community. Our team visits your areas for events and pop-ups. You can chat with us, share your thoughts, and let us know what matters most to you and your neighbours. These are relaxed and friendly sessions. Just come along and say hello.
- Tenant panels: You can join a group to talk about important decisions and review our services.
- Focus groups: Sometimes we run special groups to talk about big projects, topics or changes. This is another way for you to help shape what happens at Taff.
Showing the difference you make
We want you to see how your voice changes our services. Before this new strategy, we followed the “Together at Taff” plan. You can read what has been achieved from that plan in the annual reports below.
With our new Customer Voice Strategy, we will continue to measure and share:
- How happy customers are with our services
- How your feedback shapes big decisions
- What we have done because of your ideas (‘You Said, We Did’)
- How well we collect and use your information
- How we get people involved
Click here to re
Tenant Satisfaction and Landlord Performance
We want you to know how well we’re doing as your landlord. Every year, we run tenant satisfaction surveys. These help you and other tenants look at what we’re doing well and where we could do better.
The surveys ask about:
- The service you get from us
- The quality of your home
- Repairs and maintenance
- Your neighbourhood
- Value for money
- How well we listen to you
Since April 2022, all social landlords use the same set of questions, so you can compare results more easily.
You can also find out how we’re doing in areas like health and safety, anti-social behaviour, how easy it is for tenants to get involved, and how much tenants trust and respect us.
