Tenant satisfaction - your voice, our action
The Regulator of Social Housing has introduced a set of measures for all social housing landlords, like us, which we are required to report on every year. These are called Tenant Satisfaction Measures (TSMs), and they tell you how well we are doing in providing our housing service to you. The percentages for some of the TSMs comes from your direct feedback in the annual tenant satisfaction survey. Below we've also added some other data from our performance information that we collect and report on monthly.
2024/25 tenant satisfaction measures (TSMs)
More than 700 of you took the time to respond to our tenant satisfaction survey this summer and we'd like to take this opportunity to thank-you for telling us what you think of the housing service. We're pleased that overall satisfaction this year remains similar to last year at 70%. These are the headline results along with some of what you told us:
The main comments you made in your responses to the survey were:
|
Overall satisfaction with the housing service |
70% |
|
Satisfaction that your home is safe |
70% |
|
Satisfaction with our approach to handling complaints |
27% |
|
Satisfaction with time taken to complete most recent repair |
63% |
|
Satisfaction that we keep you informed about things that matter to you |
61% |
|
Satisfaction that we make a positive contribution to neighbourhoods |
53% |
|
Satisfaction with repairs |
67% |
|
Satisfaction that we listen to your views and act on them |
54% |
|
Satisfaction that we keep communal areas clean and well maintained |
64% |
|
Satisfaction that your home is well maintained |
65% |
|
Agreement that we treat you fairly and with respect |
68% |
|
Satisfaction with our approach to handling anti-social behaviour |
48% |
Where we do well
Good overall service and good quality home: 96 comments
Tenants feel safe and secure: 44 comments
Safety checks carried out regularly: 36 comments
Where we need to improve
Repairs reported but not completed: 106 comments
Problems with doors and windows: 66 comments
Poor communication: 66 comments
We are still going through all your feedback in more detail, and we will use this to develop an action plan to help us improve the service we provide. We will tell you about the action plan in the January newsletter.