Tenant Satisfaction Measures and Complaint Handling performance published

We are pleased to let all our tenants and partner organisations know that we have now published two important documents.

Tenant Satisfaction Measure results 

The Regulator of Social Housing sets housing providers with standards to achieve. From 1 April 2024, a new set of consumer standards were released for the sector. 

Under the consumer standards, we are required to complete the new Tenant Satisfaction Measures surveys, before publishing the results. These surveys ask tenants how they feel about the services we provide for them. 

Thank you to all tenants that have taken part so far. We will be contacting all other tenants throughout the next 12 months to ask you how you feel about the services we deliver. 

Housing Ombudsman Complaint Handling Code self-assessment

The consumer standards also require us to comply with the Housing Ombudsman Complaint Handling Code. This Code sets out how the Ombudsman expects registered providers to handle complaints when they receive them. 

Each year we complete a self-assessment to check in on how we are doing against the Code. This helps us to see how the service is being delivered and again, how tenants feel about our services. 

The self-assessment shows we are compliant with the Code. 

Alongside our self-assessment, we have also published our Annual Complaints Handling and Service Improvement report. This tells you about any complaints we have received and the learning we have taken to improve services to tenants and partners. 

Help us to improve further

We are committed to providing good services to all tenants and partners. Sharing this information with you is important to us. We also want to know more about how tenants and partners feel about our services and what we could do better. 

You can send us your feedback using the online form here

We will be sharing our performance information across key services every 3 months so you can all see how we are getting on.

Delivering for our tenants and partners

Our approach to service delivery is driven by our values to be a Caring, Honest, Accountable and Trustworthy organisation, working with our partners. The delivery of our services will reflect the individual needs of each of our tenants.

It is here, that you can see how we are getting on by reading our performance reports or looking at our dashboards. We also have a link to our Tenant Satisfaction Measure results that we undertake as a registered provider for the Regulator of Social Housing. 

Our strategic objectives

Our strategic objectives set out what we want to achieve as an organisation. Our performance reporting measures how well we are doing against those and how much progress is being made. 

This is where we measure our repairs performance, including how long repairs are taking and how satisfied tenants are with the service. 

All our statutory health and safety reporting is included within this. Statutory health and safety covers gas, fire, legionella, asbestos, electricity, damp and mould.

Tenant feedback is important to us. We are always seeking to improve our services by listening to tenants. Where possible, we also involve them in the decision making process. 

Tenant satisfaction surveys are carried out regularly. 

Our housing management service is designed to provide support to tenants to enable them to sustain their tenancies. 

This is intensive housing management tailored to meet the tenant’s needs, working alongside our Support Provider Partners who deliver the day-to-day care and support requirements.

We are regulated to ensure that we are a financially sustainable organisation, that can provide ongoing services and homes to tenants. 

Monitoring the value for money we provide is important for tenants to see where their rent is spent, but also for other strategic partners we work with in delivering our homes. 

How do we measure performance?

We work with our managing agent to monitor a suite of key performance indicators that tell us how well our services are working for tenants and partners.

These are important areas for tenants and partners like repairs, housing management, health and safety and ensuring we provide services that are value for money. 

We will share our performance results once every 3 months.

As a registered provider with the Regulator of Social Housing, we complete Tenant Satisfaction Measure surveys with tenants at least once every two years. 

These surveys ask tenants how they feel about our services. 

We are required to publish the results following each collection.

We are always keen to hear feedback from our tenants and partners. We want to know what they all think of our services and if we are doing a good job. 

We survey all tenants and partners throughout the year to see what they think.

This includes an Annual Complaints and Service Improvement Report submitted to the Housing Ombudsman.

Read the statement from our Board on our compliance with the Code.