Last Autumn we sent a comprehensive Tenant Satisfaction Survey to all of our customers. The survey is sent every two years. This time our overall customer satisfaction score was 69%. We were really pleased to see our satisfaction scores increase in a wide variety of areas, including improved satisfaction about repairs and keeping customers informed.
Click here to see the findings from our last survey.
Feedback from our customers is crucial for us to continuously improve our services. Here are some of the things we have implemented following the last survey:
We view complaints and any other feedback, including comments and compliments, as a valuable opportunity to learn. It guides us on improving our service delivery and team member development, as well as ensuring we communicate with our customers more effectively. Complaints give us an opportunity to put things right for our customers in a fair and reasonable way.
As a member of the Housing Ombudsman Scheme, we follow the Housing Ombudsman’s Complaint Handling Code and assess our complaints handling performance annually against this. Our annual complaints performance and service improvement report includes details on the number and types of complaints we received and handled. The report also includes our complaints handling self-assessment.
Click here to view our report and self-assessment.
We received 20 complaints during 2025-2026. One of those complaints were escalated to Stage 2.
| Complaints by Service Area | Count |
|---|---|
| Housing Services | 5 |
| HMOs | 1 |
| Hostels | 2 |
| Landlord Services (not customer) | 3 |
| Property Services | 7 |
| Finance | 1 |
| Legacy Joint Venture | 1 |
| Total | 20 |
The topics and statistics of the 20 complaints are provided in the following table:
| Reason | Stage | No. |
|---|---|---|
| Complaints policy failure | One | 1 |
| Felt unsafe & Property condition | One | 1 |
| Incorrect information | One | 1 |
| Loss of property | One | 1 |
| Loss of property & incident with night staff | One | 1 |
| Noise | One | 1 |
| Property Condition | One | 7 |
| Property Condition & Delay in return | One | 1 |
| Rent & Property Condition | One | 2 |
| Property Condition & Staff conduct | One | 1 |
| Staff conduct | One | 2 |
| Rent & Property Condition | Two | 1 |
| Total | 20 |
At Squared, we believe our customers deserve more than safe homes and reliable services. You should also be able to trust that we're listening to you, learning from feedback and constantly looking for ways to improve.
At Squared we take a close look at how we're performing against the Regulator of Social Housing's Consumer Standards. These standards set out what customers should expect from their landlord, covering everything from the safety and quality of homes, to how we communicate with customers, handle complaints, listen to feedback and support thriving communities.
Following a detailed review, Board representatives were satisfied that Squared is compliant with the Consumer Standards, with no areas of fundamental non-compliance identified. The review found that we have strong governance arrangements, effective operational practices and a genuine commitment to delivering good outcomes for customers. However, we don't believe improvement stops once standards are met.
One of the things we're most proud of is that our self-assessment wasn't about proving we're perfect. Instead, it was about being honest about what's working well and identifying where we can become even better. The assessment highlighted opportunities to strengthen the evidence we provide, improve reporting, make customer information even more accessible and demonstrate more clearly the difference our services make for customers.
Our overall assessment was rated Amber: Compliant with Identified Opportunities for Enhancement. In simple terms, this means we're meeting the standards, but we're continuing to challenge ourselves to improve. The actions we've identified are not because of compliance concerns, but because we want to provide even greater assurance to customers and stronger evidence of the outcomes we're achieving.
View our consumer standards assurance summary.
A key theme throughout the assessment was the importance of customer voice. We know the best way to improve services is to understand what matters most to the people who use them. Customer feedback, complaints, satisfaction surveys and engagement activities all help us identify opportunities to make services better and shape future priorities. The self-assessment recognised our commitment to strengthening customer engagement and increasing opportunities for customers to influence decisions that affect them.
We're already seeing the value of this approach. Feedback from customers has helped influence our new Customer Engagement Strategy, shaped improvements to the information we provide about services and repairs, and continues to inform how we review policies, communicate service standards and improve the customer experience.
Over the coming year we will continue to strengthen how we demonstrate that customer feedback has influenced decisions, improve the information we share about performance and service standards, enhance opportunities for customers to get involved, and provide even clearer assurance about the quality, safety and accessibility of our services.
Most importantly, this review gives us confidence that we are meeting the standards our customers have a right to expect, while also providing a clear roadmap for how we can continue to improve. Because for us, compliance is not the finish line. It's the foundation on which we build better services, stronger relationships and better outcomes for customers.
Thank you to every customer who shared feedback, took part in surveys or helped us understand what matters most.
Your voice is helping us create better services and stronger communities for everyone.
You can have confidence that we're meeting the standards expected of us while continuing to improve the services you receive.
We know feedback only matters if it leads to action. Throughout the year, we've used customer feedback, satisfaction surveys, complaints and engagement activities to help shape improvements across our services.
