How Tai Calon raised tenant satisfaction from 85% to 92%
Tai Calon is a non-profit housing association and the largest provider of homes in Blaenau Gwent, with almost 6,000 homes. It set a target of 90% customer satisfaction. Real-time surveys and a single place to manage unhappy tenants took it past that mark.
01The challenge
The challenge: rising tenant expectations and slow feedback in social housing
Rising expectations, tighter budgets, and feedback that came too late.
Like many social housing providers, Tai Calon faced financial pressure, limited resources, hybrid working, and rising tenant expectations. Feedback came from end-of-month calls and automated transfers after each call. Neither produced enough responses, quickly enough, to act on.
Tenants often felt unheard. The association wanted to build trust by acting on feedback promptly, raise satisfaction, reduce escalations, and celebrate what staff were doing well, not only where they could improve.
Customer satisfaction before and after, against its 90% target.
02What changed
The fix: real-time tenant satisfaction surveys and case management with Recover
Surveys sent while the visit is still fresh.
Tai Calon began sending text message and email surveys straight after each interaction. Results are analyzed as they arrive and shown on dashboards the team can read at a glance, which raised both the volume and the quality of feedback.
To give every unhappy tenant the attention they deserve, it added Recover: one place to manage low scores, with clear ownership of each case across the business.
Recovery time for negative feedback cases.
03The result
The result: 92% tenant satisfaction and a 10-point UK Customer Satisfaction Index rise
Above target, and fewer complaints.
Customer satisfaction rose from 85% to 92%, and the association's UK Customer Satisfaction Index score climbed by 10 points in 12 months. Tai Calon now regularly meets and exceeds its 90% target, and no longer sees rising levels of complaints.
By acknowledging concerns and acting quickly, it has reduced escalations and built trust with tenants.
Increase in the UK Customer Satisfaction Index score over 12 months.
Tai Calon Community Housing results at a glance
Tai Calon is a community housing association in Blaenau Gwent, Wales, providing almost 6,000 homes that meet the Welsh Housing Quality Standard. Housing associations across the United Kingdom track tenant satisfaction, complaint handling, and repairs performance closely.
| Measure | Before | Result |
|---|---|---|
| Customer satisfaction | 85% | 92% |
| UK Customer Satisfaction Index | Baseline | +10 points in 12 months |
| Time to recover a negative case | 7 days | 2 days |
| Feedback method | End-of-month calls | Text message and email after each interaction |
How to run a program like Tai Calon Community Housing’s
- Survey after every interactionSend a text message or email survey as soon as a repair, call, or visit is closed.
- Open a case for every low scoreLog each unhappy tenant in Recover with an owner and a deadline.
- Set a target and publish itAgree a satisfaction target, such as 90%, and share progress with staff.
- Celebrate the good feedbackShare positive comments with teams, not only the areas to improve.
Voice of Customers runs every step on one platform, from the survey to the follow-up.
Recover gives us a central place to manage feedback with full visibility. The simple interface helps our team quickly resolve issues and identify areas for improvement. It's been a gamechanger in delivering better service and building trust.
What they use
The parts of Voice of Customers behind Tai Calon Community Housing’s results.
Every module runs on one platform, with surveys by text message, email, voice, and web form, a sentiment engine that reads every comment, and follow-up that gives each unhappy customer an owner.
- Text message and email surveys
- Feedback dashboard
- Recover
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Get the Tai Calon Community Housing case study as a two-page PDF.
The results, the charts, and how they did it, in a format you can forward to your team or bring to a budget meeting.
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Bring one journey you want to hear more about, such as a repair, an appointment, or a support call. We will show you the survey, the dashboard, and the follow-up built around it.