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Resident satisfaction

The more we know, the more we can do to improve.

There are many ways for you to tell us how you feel about our services, and all of them help us understand what we’re doing well and what we need to improve.

The Tenant Satisfaction Measures survey

In 2023, a new regulatory requirement was brought in by the Regulator of Social Housing. Every year, social housing providers across the UK would need to carry out and report on Tenant Satisfaction Measures (TSMs).

The tenant results inform the regulator whether we’re meeting consumer standards, including providing tenants with quality homes, choice and protection.

Read what tenants think in the TSM survey Read how we carried out the TSM survey

Resident satisfaction survey in 2023/24

Whilst the Regulator of Social Housing requires us to survey tenants only, we also took the opportunity to listen to our leaseholders and shared owners.

In September 2023, we sent out the survey to all residents, giving them six weeks to provide their feedback and insights on five key areas:

  • repairs
  • building safety
  • engagement
  • complaints
  • neighbourhood management

Some of the combined results of tenants, shared owners and leaseholders are presented below as our resident satisfaction results. Some results are specific only to tenants.

Overall satisfaction

8 3

Residents satisfied with our overall service

Repairs

6 9

Tenants satisfied with our overall repairs service over the last 12 months​

6 4

Tenants satisfied with time taken to complete your most recent repair after you reported it​

6 8

Tenants satisfied that we provide a home that is well maintained​

Building safety

6 7

Residents satisfied that we provide a home that is safe​

Respectful and helpful engagement

7 5

Residents satisfied that we listen to your views and act on them

7 8

Residents satisfied that we keep you informed about things that matter to you​

8 3

Residents agree that we treat you fairly and with respect

Effective complaints handling

6 2

Residents satisfied with our approach to complaints handling​

Responsible neighbourhood management

7 7

Residents satisfied with us keeping communal areas clean and well maintained​

7 5

Residents satisfied that we make a positive contribution to your neighbourhood​

7 9

Residents satisfied with our approach to handling antisocial behaviour

Our action plan

You said…

There was an overall dissatisfaction rate of 19% with our repairs service from our tenants – and 24% were dissatisfied with the time taken to complete a repair. We also received comments on needing to improve our communication and follow-up, as well as making it easier for you to get in touch with us.

We’re doing…

We’re currently working on an online Chatbot. This will help you to:

  • book online repairs appointments
  • arrange appointments quickly and easily

You said…

22% of residents said they were dissatisfied that we provide a home that is safe. We received comments on damp and mould, as well as concerns about the general condition of residents’ homes.

We’re doing…

We will continue to fit free smart home devices in tenants’ homes.

The devices:

  • give tenants the ability to keep an eye on the condition of their home
  • give tenants control on how to prevent damp and mould

We have a dedicated Damp and Mould team who are working with residents to make everyone’s homes safer and healthier.

They will:

  • be there to support you with any issues you may have with damp and mould
  • look at historical data and data from the smart home devices to help you
  • work with contractors to find long-term solutions to prevent mould regrowth

We will continue to deliver our Building Safety programme. This means we will continue to work towards making residents’ homes safer.

You said…

We received lots of positivity around us listening to views and acting upon them; about how we keep you informed; and how we treat you fairly and with respect.

We’re doing…

We want to continue to strengthen our relationship with our residents.

Implementing our resident engagement strategy is crucial to this. This strategy was designed by residents, for residents. It aims to increase engagement between us and residents, working collaboratively to improve our services.

This will give you more opportunities to get involved in service areas that matter to you. One example is our new antisocial behaviour resident panel.

 

More ways to feedback

In the past we’ve carried out similar surveys, and after a resident satisfaction survey in 2021, we chatted with over 70 participants about the feedback we received. These conversations resulted in changes to our Customer Care & Complaints Policy.

We also launched our Community Panel in 2022 with a group of six residents who have developed a new resident engagement strategy. The strategy explores the ways our teams consult, listen and respond to you.

There are other ways to let us know how we’re doing by:

Finally, we will always ask for your feedback if you:

  • moved into a new home
  • received a repair
  • reported antisocial behaviour
  • live in a regeneration area
  • received a service we want feedback on
  • had a contractor provided a service for you on our behalf.
Read the full Resident satisfaction survey report Resident surveys Customer Care Policy Compliments & complaints Estate Boards & Gathering Groups How we use your personal information