The 2024/25 Tenant Satisfaction Survey

The Tenant Satisfaction Survey is an important part of our Tenant Satisfaction Measures, or TSMs for short, which help social housing tenants understand how their landlord is performing over the past 12 months.

The Regulator for Social Housing requires all social landlords to carry out annual TSMs .

We are asking our tenants for their view on how we have done over the last 12 months.

We will then use the answers we receive to identify where we need to make improvements.

We will also publish the results, so that everyone can see how our tenants think we are doing.

Hopefully, the end result will be that everyone will then see improvements in the services we provide. See below for how we responded to last year’s results.

We’ve brought in survey specialists We Love Surveys to help us do the survey.

The survey is few set questions, plus the opportunity to tell us more. It will only take a couple of minutes to complete.

It does not ask for personal details or private information. Tenants can respond anonymously. We analyse all the responses we receive together, not individually. We want tenants to be, and feel able to be, completely honest in their answers.

We're now prompting tenants to respond to the survey across all our housing services.

Every tenant we have a mobile number for will soon receive a text to complete the survey. A reminder text will also be sent.

The survey is also available by speaking to us (including to request a paper copy) or it can be completed online below.

Any of our tenants who haven't already taken the survey, for example in response to our text messages, can take the survey here.

• 67.9% of repairs completed on time
• 84.8% of emergency repairs completed on time
• 11.3% of homes did not meet the Decent Homes Standard
• 54% satisfied with our overall repairs service
• 50% satisfied with the time to complete the most recent repair
• 46% satisfied that we provide a well-maintained home

These measures helped confirm that we were still recovering from a difficult recent period for repairs, where we faced some historical backlogs.

In response, we recruited new and more staff at every level, management, supervisors, and operatives, to increase our capacity and handle all the reactive repairs being requested by our tenants.

We invested in new, modern, systems to manage repairs appointments, including being able to more easily email or text tenants to make arrangements.

We carried out over 1,000 building surveys so we can target our improvement investments appropriately.

We launched a huge Capital Investment Programme to provide new kitchens, bathrooms, windows, door entry systems, electrical upgrades, boiler replacements, and more. We also created a programme to replace wooden balconies with improved metal balconies.

We increased our advice on preventing damp and mould in the home, particularly during the winter, and we have reviewed how we deal with mould problems so we are able to react in the right timescales to issues that are raised.

And we worked with NHS occupational therapists to provide recommended adjustments that allow some of our tenants to live independently in their home with improved quality of life.

• 100% gas safety checks completed
• 100% water safety checks completed
• 99.66% fire safety checks completed
• 77.5% lift safety checks completed
• 68.79% asbestos safety completed
• 48% satisfied that their home is safe

One of our key responsibilities is to provide homes that are safe. These measures told us that in key areas, we were achieving 100% of what we could achieve.

Our in-house gas team had serviced 100% of council owned gas appliances in time (we also identify boilers that are old and inefficient and replace them), and we achieved 100% of fire safety checks for flats with communal areas as well.

We also identified that we can struggle to make access to all our properties, so we increased our messaging encouraging all our tenants to please let us in to do this work. That included that 90% of our properties had had an Electrical Inspection Condition Report within the last five years (not actually measured here). We hope to achieve 100%, but our contractors cannot always make access, so this is something we continue to work on improving.

• 1.91 ASB cases per 1000 homes
• 0 cases that involved hate
• 40% satisfied with our approach to ASB
• 39% satisfied that we make a positive contribution to the neighbourhood
• 42% satisfied with the maintenance of communal areas

We hope that our new, clearer, tenancy agreement, developed in consultation with our tenants, is helping to improve our neighbourhoods. By making everyone's rights and responsibilities clear and introducing a single, definitive set of advice for everyone, we have better tools than ever to work with our tenants to support positive outcomes.

• 51% satisfied that we treat you with respect
• 44% satisfied that we keep you informed
• 34% satisfied that we listen and act on your views

These measures told us that we had to do more so that our tenants felt informed, respected, and listened to.

We invested in more and new staff, backed by modern systems that make all the information about each case more accessible, for better conversations whether you’re speaking to us or going online. As a result, phone waiting times are already far lower, and far fewer people abandon calls while waiting to speak to us.

We also started developing a new diagnostic tool to help correctly identify problems during reporting, so that we can arrange the right repair first time more often (in addition to a handy hints resource we have now put online).

In addition to improving day-to-day interactions with us, we also started improving how and what we communicate to tenants about what we are doing overall, so that tenants receive more information.

We have also added supplementary questions into this year's survey, to provide a further opportunity for you to share with us your experience, good or bad, so that we can continue to use your feedback to improve the services we deliver for you.

• 58% of stage one complaints responded to
• 57% of stage two complaints responded to
• 22% satisfied that we handle complaints well

These measures helped us identify that in too many cases, we were not responding to complaints in as timely a manner as we needed to be.

To improve this, we created new complaints procedures and processes, and introduced new clearer monitoring so we can make sure we are responding to complaints effectively.

We also identified that we receive a number of complaints linked to noise. As a result, we are producing a policy to specifically cover noise, in conjunction with our new Tenancy Agreement.