September 2024 Tenant Satisfaction Measures

These results help us to understand how satisfied you are with the services we provide.  Analysing the results, we have identified that our repair service, how we manage anti-social behaviour, and how we listen to your views all significantly influence your satisfaction levels. It's also clear from our results that our shared owners are less satisfied compared to renters.

In response to these insights and further feedback from our residents, we are making changes to improve and strengthen our services. We are committed to addressing these areas of concern and improving the overall customer experience.  Each quarter, we will provide an update on where we are with these areas.

Your repairs service

• We will focus on improving first-time fixes – this means getting the job fully completed on the first time of asking. You have told us that too many jobs require repeat visits. Working with Wates and our in-house team, we aim to increase first-time fixes to 70% from 51% in December 2024.  We will measure this monthly and report back to residents every month on progress. This will be published on our website.
• Timeliness of completing repairs is a concern that residents raise with us. We met our target of attending to emergency repairs within 4 hours and completing them within 24 hours, but we fell short of our target for other repairs. For routine repairs, those that are non-urgent, will be completed within four weeks (28 calendar days).  We will aim to complete 90% of non-urgent repairs within this time frame. We are aiming to increase the number of jobs that are appointed when you report your repair and improve communication with you from when you report the repair until it is completed. Performance will be reported monthly on our website.
• We will ask for your feedback on all repairs completed, which will tell us what you thought about the repair. We will use this information to deliver improved outcomes for you.   Your satisfaction levels will be reported each month on our website.
• Appointing the right contractors to repair and maintain your homes is critical. We will ask residents to be involved in all significant contracts to help us choose our contractors.  We will set out on our website which contracts are being procured, and how residents can get involved.
• We will meet residents each quarter to listen to their feedback about their lived experience of our repair service. We will use this to improve the service going forward.

Tackling antisocial Behaviour

• We will review the antisocial behaviour (ASB) toolkit on our website to ensure that you can access information and links to support services websites 24 hours a day. This will provide continuous access to essential resources and assistance, regardless of the time of day. The toolkit will include clear signposting to various agencies and stakeholders, ensuring a comprehensive and holistic service that addresses all aspects of your needs.
• We will review our noise app that is currently available for reporting noise nuisances. The future app will feature improved functionalities to record evidence of noise disturbances. This app will offer a convenient and efficient way to document disturbances, making it easier for you to report issues and seek resolutions. The recorded information will be easily accessible, allowing for timely intervention and support from relevant authorities. We will establish a timeline for implementing these improvements.
• In the Summer of 2025, we will be launching our new digital satisfaction surveys to all who have reported ASB and will publish as part of the TSM quarterly feedback. This will drive our service improvement by identifying strengths and weaknesses, enhancing your engagement, and allowing our teams to make data-driven decisions.
• The ASB team will work closely within our neighbourhoods, engaging with key stakeholders such as local authorities, housing associations, and community groups to enhance collaborative efforts. By attending multi-agency panels and co-hosting community events, the ASB team will build strong relationships with local partners, ensuring a coordinated approach to addressing ASB and neighbourhood issues. This local-level engagement will help create a sense of community ownership and responsibility, leading to more effective and sustainable solutions.

Listening to your views

• Following our recent call with home ownership residents, we will recruit a Director of Shared Ownership and Leaseholders.  This role will lead a dedicated team to enhance services for homeowners, focusing on improving communication, support, and overall satisfaction. This strategic move highlights our commitment to continuous improvement and meeting the unique needs of our shared ownership community.
• We will be introducing training for our colleagues so there’s a better understanding of issues that matter to homeowners, such as leases, owners’ rights and obligations, estate management, service charges, and staircasing.
• We will actively manage and work with building owners and managing agents in blocks where we’re not the owner, so that we have more control or influence over the services you receive and pay for.
• We will provide you with a range of ways to get involved and share your views through our Resident Involvement Framework. This includes the Residents' Assembly, Service Improvement Panels, and other Working Groups, as well as consultations around specific activities such as building safety resident engagement strategies.
• We will continue to develop our complaints service, including our organisational learning from complaints, changing how we do things where we see opportunities to improve our ways of working to deliver better outcomes for residents.
• We will publish the outcomes from all these involvement activities on our website once each group concludes. Additionally, we will update our progress against agreed actions every month on our website, so you can see the improvements we're making because of your feedback.