Westminster Community Homes (WCH) fell short of its customer satisfaction target for the 2024/25 year, according to a report presented at the Shareholder Committee meeting on 17 July 2025, detailed in the minutes of the meeting.
Neil Tryner, who presented the report, noted that customer satisfaction was at 71%, against a target of 85%. While this represents an improvement from previous years, as confirmed in response to a question from Councillor Ellie Ormsby, Cabinet Member for Regeneration and Renters and Armed Forces Champion, satisfaction remains below the set target.
The primary reason for the shortfall was poor reviews of the repairs service. Mr. Tryner stated that work has been done to improve satisfaction, but that this was not yet reflected in the 2024/25 year-end data. He added that additional resources had been allocated into contract management roles to improve the situation.
Councillor David Boothroyd, Cabinet Member for Finance and Council Reform, inquired about the Service Level Agreement (SLA) with the council and whether it would focus on repairs. Mr. Tryner confirmed that it would. He also stated that the company was seeking to reduce the number of jobs in progress to reduce costs.
Councillor Adam Hug, Leader of the Council, asked whether the company had considered utilising council-run surveys as a way of checking customer satisfaction more regularly. Mr. Tryner responded that council-run surveys do not give an accurate sample for small organisations.
The Shareholder Committee noted the report.
