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Showcase Lucy Real Estate

STRATEGIC REPORT

Tenant satisfaction Lucy Properties conducts a tenant survey at the end of every year to gather meaningful feedback on the properties rented and the services provided, helping to identify areas for improvement. The survey covers decoration, fixtures & fittings, furnishings, the maintenance helpdesk, maintenance operatives and out-of-hours service. The Net Promoter Score (NPS) is derived from the question ‘How likely are you to recommend Lucy Properties?’ On a scale of 1 to 5, scores of 1 and 2 are classified as ‘detractors’, 4 and 5 are ‘promoters’, and a score of 3 is ‘passive’. The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters, resulting in a score between -100 and +100. In 2025, Lucy Properties achieved an NPS of 89.

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Lucy Group Ltd Annual Report & Accounts 2025

LUCYGROUP.COM

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