Our 2023-24 Tenant Satisfaction Measures performance compared to the wider housing sector

These questions are only asked to resident who rent their homes.

Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service.

Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair.

Proportion of respondents who report that they are satisfied that their home is well maintained.

We know how important a good repairs service is to you, and in 2023/24, 28, 904 repairs were undertaken. 20, 512 were undertaken by our in-house team and the remainder by our contractors.

We made a number of changes in 2023/24 to the repairs service. These include the One Common Goal, which is a series of commitments we make with you, when we come to complete a repair in your home. You can read more about this here. 

You told us previously you prefer us to deliver services rather than contractors, and from February 2024, we started delivering fencing, glazing, grounds maintenance, smoke alarm and some electrical testing in-house.

Some repairs did take longer to complete than we would have liked. We ensured we kept you updated with time frames for these, and that these were booked in at the earliest opportunity. From April 2024, we have added in additional four technicians, which means we will be able to undertake a further 300 repairs per month.

In return, if you know you won’t be home when we have booked an appointment with you, please call us to rearrange so we can offer this slot to someone else.

Here is some of the positive feedback you gave us about the service you’ve received from our Repairs team:  

“I am really happy with Paul, who completed my repair today. He is such a lovely man and is so helpful and nice. I am really pleased with his work and help.”

“Thank you for getting someone out to fix my light so quickly. I was really pleased with the work and how fast it was.”

“Josh attended to repair my non-electric shower today. He was brilliant. Please pass on my thanks, he is a diamond.”

“Thank you to Mark. He did a fantastic job and is such a lovely man”.  

There are the management information questions that we answer.

Proportion of non-emergency responsive repairs completed within the landlord’s target timescale.

Proportion of emergency responsive repairs completed within the landlord’s target timescale.

In 2023-24, 90% of our emergency repairs were completed by our in-house team within the agreed time frame and 85% were completed by our contractors within the same time frame.

We have made changes to our processes, and this figure has improved during the current year, 2024/25.

Proportion of respondents who report that they are satisfied that their home is safe.

People who rent their homes 

Shared owners 

Your safety is our number one priority. We have ‘no access’ processes for when we’re unable to gain access to someone’s home to carry out an important health and safety check. In 2023/24, we added in further resource to our team, which will further support this, and we also increased our Supported team to work with residents where hoarding and/or tenancy sustainment may be an issue.

In 2023-24, you reported 853 incidents of damp and mould. 624 of these were resolved at Stage 1 and 229 were escalated to Stage 2. Our Healthy Homes team deal with all reports of damp, mould and condensation in our homes. You may have met Darren and Joe, our technicians who carry out any works needed on your home to resolve these issues, and we’ve since added two more technicians to their team, Connor and Ben. Please get in touch with us if you have any concerns about damp or mould in your home. You can find more information about how to do this here.

Here are the management questions that we answer

Proportion of homes for which all required gas safety checks have been carried out.

Proportion of homes for which all required fire risk assessments have been carried out.

Proportion of homes that do not meet the Decent Homes Standard.

Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out.

Proportion of homes for which all required legionella risk assessments have been carried out

In 2023-24, we carried out:

• 5,969 gas services
• 153 fire risk assessments
• 2,091 stock condition surveys, which means 99.06% of our homes had a survey within the last five years.
• 2,298 electrical installation condition surveys (EICRs), which means 100% of our homes have had a survey within the last five years.

Please work with us to carry out these important health and safety checks. If you can no longer make your appointment, please let us know as soon as possible so we can give someone else your appointment and book in a more convenient one for you.

Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them.

Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them.

Proportion of respondents who report that they agree their landlord treats them fairly and with respect.

The answers to these questions, either good or bad, are really helpful to us. Although the figures are useful, the comments you provide really help us make improvements to the services we provide you, to benefit all residents. We have a variety of ways you can provide feedback to us, whether it’s through these TSMs, transactional surveys after you’ve received a service and through our complaints and compliments. Essentially, any way you want to provide feedback to us, we’re here to listen. We also host a variety of face-to-face engagement events throughout the year, and we look forward to launching our 2025 engagement calendar in the new year.

Alongside our winter edition of Havebury News, we launched our engagement survey. The feedback you provide through this survey will help shape our next engagement strategy. If you haven’t completed it already, you can do it here.

During 2023/24, we made a number of changes as a result of your feedback. These include:

• Bringing a number of our services in-house, including fencing, glazing and grounds maintenance.
• Improving our customer service standards to ensure you receive a consistent level of great customer service from all teams across Havebury.
• Increasing face to face engagement activities, including community days, drop ins, estate inspections and partnering with external events.

750 of you also completed our sustainability survey. This feedback will help shape our sustainability strategy, which we will launch early next year, and there will be a chance for you to get involved in this.

You can find out more about resident engagement at Havebury by clicking here.

Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling.

Here are the management questions that we answer.

Number of stage one complaints received per 1,000 homes

Number of stage two complaints received per 1,000 homes

Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales

Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales

Throughout 2023-24, we received 168 complaints. Although we’re always disappointed when your dissatisfaction in our services leads to a complaint, they are a valuable source of information and learning for us. Through these, we get to really understand where we need to make improvements and your recommendations on how we can do this. You can find out more about how to make a complaint by clicking here.

We’ve continued to align our complaint handling process to the Housing Ombudsman Service requirements. You can read more about this alongside our 2023-24 complaints performance and service improvements report here. We have three people in our Customer Experience team responsible for complaint handling, and our stage 2 panel consists of up to three involved residents, and a member of the Leadership team.

As part of this, lessons learned from complaints are shared with the relevant ream, so they can make any changes needed to improve services. Some examples of where your feedback has helped improve our services include:

• Making sure that you have a dedicated person to speak to about your anti-social behaviour (ASB) case.
• Delivering customer service training to all our teams. This was carried out at the beginning of the year and set out what our expectations of good customer service should be, along with expectations on how to deliver consistent services to all residents, taking into account your individual needs and responses.
• We’ve also changes how we manage defects on new build homes. Moving into a new home should be exciting, and we want it to go smoothly for you. We created a new role of customer care manage within our Development team, who now works with our external developers to resolve all defects and snags.

Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained.

Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood.

Proportion of respondents who report that they are satisfied with their landlord’s approach to handling ASB.

Throughout 2023-24, we made a number of changes to our neighbourhood and estates services to try and improve satisfaction across our communities. These include:

• From February 2024, we started delivering grounds maintenance services in-house. We know the quality of the service provided by our previous contractor wasn’t in line with our desired standards, and we’re pleased to see from your feedback already, how this has improved.
• We have seen satisfaction with ‘Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained.’ Increase during 2024/25, which we think is a direct result of this change.
• We undertake community and estate inspections, which you can get involved in here, and you can use myHavebury to report any concerns such as fly tips to us here. 
• We contacted all residents with a communal area asking them what they felt about our current service and what they’d like to see from a future service. 197 of you provided feedback and this is currently being used to shape our new communal cleaning contract.

Here are some of the compliments we’ve received since we made these improvements:

“To the Neighbourhood and Estates team – I would like to say a very big thank you to all of you for the help and support you have given me. You really don’t know how much I appreciate it.”

“Hannah has been amazing and helped me so much with my neighbourhood and estates issue, she is great”.

“Thank you to Scarlett for taking my issues seriously and addressing them promptly. There has been an improvement for a few days now”.