Our 2023-24 Tenant Satisfaction Measures performance

Our 2023-24 Tenant Satisfaction Measures performance

Your feedback is really important to us. Through this, we learn what we need to improve, as well as what we do well.

One way of providing feedback is through the Tenant Satisfaction Measures (TSMs).

These were introduced in April 2023 by The Regulator of Social Housing (RSH). They allow the RSH, as well as residents, to see how housing providers are performing.

We need to undertake surveys to collect these measures annually, and return these figures to the RSH at the end of each financial year.

In September 2024, the RSH will publish the first full year of results of these from all housing providers. Once we have these, we will provide an update on our performance, and how this compares to others.

What are TSMs?

There are 22 prescribed questions, split into two different sections, that measure your satisfaction with the services we provide you:

  • Tenant Perception (TP) – These are questions our residents answer.
  • Management Information (MI) – These are questions we answer.
How we collect your feedback

A company called The Leadership Factor (TLF) undertook these on our behalf. The surveys are done monthly either via telephone or email – depending on  your preferred method of contact.

The requirements of the TSMs means we split out residents into two categories.

  • People who rent their homes, or what the RSH call low cost rented accommodation (LCRA)
  • Shared owners or what the RSH call low cost home ownership (LCHO). Because of the types of services shared owners receive, not all questions are relevant to this tenure group.
How many people provided their feedback

In 2023/24, 665 people were surveyed. 606 of these were residents who rent their homes and 59 were shared owners. These residents are representative of our wider resident base.

TLF are also undertaking these surveys for us in 2024/25. If you are contacted, we would really welcome your time in completing these.

Although the figures are important, we also listen to the feedback you supply. If you highlight an area of concern or dissatisfaction when you complete the survey, a member of our team will contact you to discuss this further and see what we can do to fix it.

The results

The results are set out below. Don’t forget, we also publish the results every month, and we’ll continue to do this throughout this year and in our twice yearly magazine, Havebury News. Click here to view them.

80.2% of those who rent their home are satisfied with the overall service, and 66.1% of shared owners are satisfied. We don’t know yet how this compares with other landlords but when the information is published, we will update you.

 

  • Keeping properties in good repair

    These questions are only asked to residents 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 – 79.9%
    • 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 – 74.1%
    • Proportion of respondents who report that they are satisfied that their home is well maintained – 80.6%

    These are the management information questions that we answer:

    • Proportion of homes for which all required gas safety checks have been carried out – 100%
    • 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 – 0.0%
    • Proportion of non emergency responsive repairs completed within the landlord’s target timescale – 74.2%
    • Proportion of emergency responsive repairs completed within the landlord’s target timescale – 86.9%

    We know how important a good repairs service is to you. We made a number of changes in 2023/24. 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. 

    From February 2024, we started delivering fencing, glazing and grounds maintenance services in-house. You have told us previously you prefer us to deliver services rather than contractors, and we will continue to review each service as and when contracts are up for renewal.

    Some repairs did take longer to complete than we would have liked. We ensured we kept you updated with timeframes for these, and that these were booked in at the earliest opportunity. However, from April 2024, we have added in additional four technicians, which means we will be able to undertake around an additional 300 repairs per month. In 2023-24, our in-house Repairs team carried out 20,512 repairs. 

    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.

  • Maintaining building safety

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

    • People who rent their homes – 85.3%
    • Shared owners – 81.5%

    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 – 98.0%

    Resident 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 return, we ask that you continue to work with us to book in the most convenient appointment slot to ensure you are home for these key safety checks.

  • Respectful and helpful engagement

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

    • Residents who rent their homes – 71.3%
    • Shared owners – 50.9%

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

    • Residents who rent their homes – 78.2%
    • Shared owners – 59.6%

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

    • Residents who rent their homes – 84.9%
    • Shared owners – 71.4%

    These are key measures to us and through these, we can build trust that you know we will do what we say we will do.

    There’s a variety of ways you can provide feedback to us. This can be through TSMs, a transactional survey, or through complaints and compliments – essentially, any way you want to do this. There’s also a number of ways you can get involved through our engagement activities – click here to find out more about these.

    In 2023/24, we made a number of changes as a result of feedback to us. These include:

    • From February 2024, we started delivering fencing, glazing and grounds maintenance services in-house. Click here to read more about this.
    • Changes to our customer service standards. Click here to read more about these.
    • Changed the way our housing officers work, all now work within a defined area, so you know who your housing officer is. Click here to read more about these.
    • Increased the number of community events we hold. Click here to find out more about these.
  • Effective handling of complaints

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

    • Residents who rent their homes – 47.7%
    • Shared owners – 26.7%

    These are the management information questions that we answer:

    • Number of stage one complaints received per 1,000 homes – 0.7%
    • Number of stage two complaints received per 1,000 homes – 0.1%
    • 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. Through these, we learn where we need to make improvements. If you want to make a complaint, or learn more about our processes, please click here.

    We have aligned 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. As part of this, lessons learned from complaints are shared with the relevant team so they can make any changes needed to improve services. Some examples of these are:

    • Making sure that you have a dedicated person to speak to about your anti-social behaviour (ASB) case.
    • We delivered customer service training to all of our teams. This set out what our expectations of good customer service should be, along with expectations on how to deliver consistent services to our residents, taking into account their individual needs and responses.
    • We have changed how we manage defects on new build homes. This includes the creation of a new role of customer care manager within our Development team, who now leads on defects (snags).
  • Responsible neighbourhood management

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

    • Residents who rent their homes – 56.1%
    • Shared owners – 40.0%

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

    • Residents who rent their homes – 64.3%
    • Shared owners – 50.0%

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

    • Residents who rent their homes – 63.2%
    • Shared owners – 48.4%

    This is the management information question that we answer:

    • Anti-social behaviour cases relative to the size of the landlord – 6.8

    We’ve made a number of changes in this area, these include: 

    • From February 2024, we started delivering fencing, glazing and grounds maintenance services in-house. We know this was previously the quality of this was a source of frustration, and we’re pleased to see from your feedback already, how this has improved.
    • We’ve made changes to our Neighbourhood and Estate team. Now, anti-social behaviour (ASB) cases are generally managed by your housing officer, whereas previously management of these was not assigned to an individual, and we know this also caused frustration. We’ve also added in a tenancy enforcement team leader, who reviews cases with housing officers, as well as taking the lead on more complex ASB, or criminal cases.
    • 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 work with other agencies in delivering services, and we support community projects through our Community Investment Grant. You can read more about this here, including how to apply.

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