Tenant Satisfaction Measures

From your feedback, you felt most positive about the behaviour of our colleagues, that we’re easy to deal with, and you liked the quality and speed of our repairs services, particularly when completed right first time. 

You also told us about areas you are dissatisfied with which included wait times for appointments, and feeling we didn’t keep you updated on issues you’ve reported, meaning issues remained unresolved.

We introduced our new neighbourhood model in 2023 so we could deliver a more local service and do annual visits to your home. We’ve now visited over 50% of customers and the information we have gathered is helping us to support you better and improve our services. We’ll continue using this information throughout 2024/25 to make further improvements.

We are also: 

• Carrying out a review of our repairs service to improve processes and help us get things right first time
• Reviewing our customer experience to improve accessibility at all contact points

Lots of you said you felt most positively about our speed of response when we get things right first time, and the quality of the service once it was delivered. You also told us there were improvements needed when it came to appointment timescales.

We’ll be using your feedback to review our repairs processes to improve the service from start to finish. 

We will also: 

• Train our operatives to be multi-skilled, so we can increase first-time repair success
• Review our repairs diaries so we have more appointments available to complete emergency and urgent repairs

You told us that you appreciated our work to make communal areas clean and tidy. You felt there were frequent visits from caretakers, and were positive about the overall caretaker service. Areas you wanted to see improve included grass cutting, rubbish collection, and the overall cleanliness of communal spaces. Some customers felt we could further improve our ASB service.

We’ve recently announced to our customers that we’re doing regular neighbourhood inspections, where we can listen to your feedback and make improvements in your area. 

We are also: 

• Implementing new cleaning and maintenance procedures
• Improving processes and further training for ASB teams
• Registered as a hate crime reporting agency
• Working with partners to develop local neighbourhood plans, to tackle ASB

You felt most positively about feeling safe in your home, and our approach to gas safety. You told us you were less satisfied about damp and mould, waiting times, and responsive repairs. We have also seen some customers link feeling “safe” and “secure” with fencing.

We’ll continue our focus to achieve 100% compliance across areas of statutory compliance.

We have also: 

• Increased resource in our Healthy Homes team to tackle damp and mould issues quickly
• Continue to repair fencing if it’s a health a safety hazard and have a long-term programme for renewal

You told us that you were most satisfied with the behaviour of our colleagues but we need to make improvements to keep you better updated and keep our promises.

We’ve launched our new Customer Experience Strategy based on your feedback to improve your overall experience with us. 

We will also:

• Create a new Customer Voice Strategy to give you lots of opportunities to have your say so we can act on what you tell us
• Launch our new ‘Service Style’, to improve our communication with you

You told us our response to complaints was not quick enough. Many people who answered this question had not made a formal complaint, but based answers on their overall experience with us.

We’re improving our complaints process to speed up our response times. 

We will also:

• Update our training around handling complaints
• Review our repairs service, as most complaints are about repairs