We are pleased to bring you our Tenant Satisfaction Measures (TSMs) for 2024/25 – 22 new measures introduced by the Regulator of Social Housing in April 2023 to assess the quality of our services to our customers.
The TSMs are a great way for residents to tell us what we are doing well, and what they would like to see improve, covering everything from overall satisfaction, to repairs and complaints.
The TSMs are based on a survey of 1,059 residents covering different demographics by an accredited research organisation Acuity Research and Practice Ltd.
Overall tenant satisfaction is high at 83% - placing us in the top 25% of landlords in the country, and we’re developing new objectives to be in the top 5 of all social landlords in England and we’ve created an action plan to improve those areas we need to focus on.
Our key areas of focus over the next 12 months will be complaint handling, anti-social behaviour case handling, and repairs.
So, let’s start off with what we’re doing well.
Resident satisfaction
· 83% resident satisfaction – top 25% nationally.
· 80% resident satisfaction that home is well maintained.
· 85% resident satisfaction with repairs.
· 80.66% of non-emergency repairs completed within time.
Compliance
· 98.98% of homes meet the Decent Homes Standard.
· 100% Fire Risk Assessments completed.
· 99.9% Asbestos Management surveys completed.
· 99.01% Legionella Risk Assessments completed.
· 100% Lift Safey Checks completed.
· 99.97% Gas Safety Checks completed.
Complaints
· 99.01% Stage 1 complaints responded to within Housing Ombudsman’s time.
· 100% Stage 2 complaints responded to within Housing Ombudsman’s time.
Neighbourhoods
· 70% resident satisfaction with ASB case handling.
· 73% resident satisfaction with cleanliness and maintenance of communal areas.
· 73% resident satisfaction on listening to residents’ views and acting.
· 87% resident satisfaction with being treated fairly and with respect.
So what areas are we looking to improve?
Repairs
We’re looking to improve the length of time it takes to get a repair done and turn up when we say we will. We’ve conducted an in-depth review of our repairs process to make sure we diagnose repairs and schedule the right operative to the job at a time agreed by you.
Quality of our homes
We’re bringing forward our upgrade programmes to replace some the older kitchens and bathrooms, as well as investing more in tackling damp and mould in our homes.
Complaints
We are reviewing the skills of our complaints handling team and will introduce a ‘Putting it Right’ framework for consistency.
Anti-social behaviour
We are making improvements to our neighbourhood management with recommendations from a scrutiny review focussing on communal areas and green spaces.
Monitoring
Our Customer Focus Committee will be monitoring our progress against the TSMs quarterly to ensure we are on track with our action plans.
We publish our TSMs quarterly on our website so residents can hold us accountable.
Our resident involvement options gives residents opportunities to get involved in making key decisions and improve services through consultations, scrutiny reviews or monitoring our communications.
To read the full report, click here.
