Annual Tenant Satisfaction Measures (TSMs) 2024-25

These are the management information questions that we answer:

• Proportion of homes for which all required gas safety checks have been carried out – 99.5%
• Proportion of homes for which all required fire risk assessments have been carried out – 100%
• Proportion of homes that do not meet the Decent Homes Standard – 0%
• Proportion of non-emergency responsive repairs completed within the landlord’s target timescale. Our target timescale is 35 working days. – 87.1%
• Proportion of emergency responsive repairs completed within the landlord’s target timescale. Our target timescale is 24 hours. – 99.7%

In August 2024, we began working with a new contractor to deliver our servicing, repairs, and installation contract. We know that, for some of you, the service hasn’t gone as well as we’d like, and we apologise for this.

Since the new contract began, we’ve been closely monitoring the service and listening to your feedback, including complaints, to identify areas that need improvement.

Many of you have also taken the time to tell us when things have gone well, which has helped us understand what we should be doing more of. Thank you for continuing to share your experiences with us. We’re pleased to report that we’ve seen improvements to the service over the past few months.

If you know you won’t be home for an arranged appointment, whether it’s for a repair or a service, please call us to let us know. This allows us to offer the slot to someone else and rearrange your appointment at a more convenient time.

These are the management information questions that we answer:

• Proportion of homes for which all required fire risk assessments have been carried out – 100%
• Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out – 100%
• Proportion of homes for which all required legionella risk assessments have been carried out – 100%
• Proportion of homes for which all required communal passenger lift safety checks have been carried out – 97.6%

Our number one priority is to keep you safe in your home. During our 2023 repairs consultation, you told us that you prefer our in-house teams to carry out work in your homes. In response, we brought our electrical services in-house in July 2024,  including electrical inspections.

Our in-house team is now responsible for servicing fire alarms, maintaining door entry systems, and completing electrical inspections. They’re passionate about providing a service that meets your individual needs. If you feel anxious about an upcoming electrical inspection, health and safety check, or repair, please let us know. The team will be happy to visit you beforehand to explain what will happen during the inspection. It’s often much less intrusive than people expect, and they’ll work with you to ensure you feel as comfortable as possible throughout the process.

We’ve also improved how we respond to reports of damp and mould. Our new Healthy Homes team is dedicated to making sure your home remains safe and healthy. Click here to find out what to do if you notice damp or mould in your home.

We’re really pleased that these scores continue to improve. We’re committed to listening to your voice, however you choose to share it with us, and we use your comments to improve our services.

We’ll let you know where we’ve made changes as a result of your feedback, using plain and simple language, in a timely way. Where we haven’t acted on your feedback, we’ll explain why.

There are a variety of ways you can provide feedback – through the TSMs, transactional surveys, complaints, compliments, or any method that works best for you. You can also get involved through our engagement activities, click here to find out more.

Changes we’ve made in 20234/25 as a result of your feedback. 

• We improved our Anti-Social Behaviour (ASB) policy – you can it here. 
• We also introduced a number of improvements to our ASB processes, including:– A team leader now reviews all ASB cases to increase oversight and support.
  – Settling-in visits for all new residents, to identify support needs and tenancy risks earlier.
  – Improved mandatory training for our team to ensure they have the tools and resources needed to support you throughout your ASB case.

In November, we invited you to complete our sustainability survey to help shape our first Sustainability strategy. We received over 700 responses, showing that sustainability matters to you as much as it does to us. You told us about:

• Your knowledge of sustainability.
• How sustainable you think we are as an organisation.
• What you believe our sustainability priorities should be for the next 12 months.

You can view the full strategy, launched in June 2024, here.

We’re also passionate about tailoring our services to your individual needs.

Over the past 12 months, we’ve invited you to take part in our resident survey. This included questions to help us personalise our services and communications, such as:

• Your preferred language.
• Your accessibility needs (e.g. large print, braille).
• Any medical conditions that may require us to adjust our services.

So far, we’ve received over 2,300 responses and have updated our records accordingly.

We’re continuing to contact  residents we haven’t yet heard from. If you’re happy to complete the survey, please email communications@havebury.com or call 0300 3300 900, extension 7314. We can go through the survey with you over the phone, it takes no longer than ten minutes and helps us tailor our services to suit you and your household.

If you prefer not to share this information, you can opt out, and we won’t contact you about it again.

These are the management information questions that we answer:

• Number of stage one complaints received per 1,000 homes – 35.6
• Number of stage two complaints received per 1,000 homes – 5.0
• Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales – 100%
• Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales – 100%

Complaints are a valuable source of information for us. They help us understand where improvements are needed. If you’d like to make a complaint or learn more about our processes, please click here.

Complaints information is reviewed and scrutinised by both our Board and Resident Experience Committee. They examine our performance, including complaint volumes, common themes, and lessons learned, to ensure your voices are heard across the business and that service improvements are made where needed.

As part of this, lessons learned from complaints are shared with the relevant teams so they can make any necessary changes to improve our services. Some recent examples include:

• We’ve made a number of changes to improve the service provided by our heating and repairs servicing contractor.
• You told us that the way we collect recharge payments hasn’t always felt consistent. In response, our Voids team (who manages empty homes) has started working with our Repairs team to streamline this process and ensure it’s managed consistently across the organisation.
• You also shared that communication across our teams felt inconsistent, and that the quality of service depended on who you spoke to. Since launching our Customer Service Standards in May 2024, we’ve committed to responding to all enquiries within five working days, regardless of which team you contact. All teams have now received customer service training to ensure you receive a consistently high level of service.
• In 2024/25, we introduced a survey to gather feedback on how well we manage complaints. The average satisfaction score was 8 out of 10. This reflects the Complaints team’s commitment to tailoring their approach to your needs and understanding the impact the issue has had on you. We know we don’t always get things right, but the team works hard to fully investigate each complaint and find the best outcome for you.

Here’s what one resident said about their recent experience:

“I am so impressed with the way my Stage 1 complaint has just been dealt with! I got exactly the response from Havebury I would have got if I had forwarded it to the HOS.”

This is the management information question that we answer:

• Anti-social behaviour cases relative to the size of the landlord – 5.2
• Number of anti-social behaviour cases that involve hate incidents per 1,000 homes – 0

We’ve made a number of improvements in this area, including:

• Since bringing this service in-house in February 2024, our Grounds Maintenance service continues to improve – we know this used to cause a lot of frustration across our communities.
• In 2024/25, we received 732 reports of anti-social behaviour (ASB). Our customer service target for handling ASB cases is 80%, and this year our satisfaction rate met that target.
• We host regular neighbourhood check-ins, which you can get involved in here. You can also use myHavebury to report concerns such as fly-tipping here.
• We’ve completed a range of environmental improvement projects to help enhance your communities. You can read more about this in the latest issue of Havebury News.