Shane Egan
Transformation and Governance Executive Director
“Securing the Regulator of Social Housing’s highest rating in its 2025 Tenant Satisfaction Measures is not only a vindication for four years' hard work for Sustain UK, but also demonstrates the effectiveness of the exempt supported housing model when it is tenant-centric by design.”
“Sustain UK gathers and disseminates customer feedback on a quarterly basis and uses that information to help shape our resident proposition,
“Operationally, we focus on resolving issues quickly, usually within six days, and although we have greater contact with residents and increased access to properties compared to general needs social housing, housing vulnerable people, many of whom have experienced homelessness or are recovering from addiction and poor mental health, presents a very different set of customer service challenges.
“To meet The Regulator’s criteria, customer feedback is gathered separately from scheduled contact, such as support meetings, and we have also experimented and innovated to develop feedback channels that suit the needs of our residents.”
“These results from The Regulator are a very timely boost for Sustain UK and provide positive feedback for our board and staff for backing and delivering our customer-centric approach.”
