Tenant Satisfaction Measures Action Plan

Following the results of our 2024-25 TSM survey and other tenant feedback we are working on improvements around:

What we are doing

We’ve updated the information on our website so it’s clearer and, with the help of the Residents Panel, we have included a visual guide so you know what to expect once you’ve reported a repair.
Our Housing Maintenance team are using handheld devices when visiting homes to flag issues quickly and more efficiently.

We have taken on suggestions from the Housing Ombudsman around our complaints policy and submitted our self-assessment against its Complaint Handling Code
The Residents Panel are reviewing our written communication with residents when we respond to complaints.

We’re asking additional questions alongside our Tenant Satisfaction Measures Survey on how you think we can improve this.
In response to your feedback, we have held drop-in sessions for tenants whose homes are on our planned maintenance and Warm Home energy efficiency programmes.

We publish a schedule of our housing estate inspections on our website.
Following feedback from residents, the council set up a focus group to look at how we maintain the communal areas in our housing.

We’re hosting a daily police information hub at the council offices, giving residents the chance to speak to a police office in person.
Using social media to inform residents what ASB is and what we can act on.
The ASB team is working closely with the Neighbourhood officers to help them support residents reporting minor nuisance cases
To increase feedback on the service from residents, the case-closure surveys have been simplified.
A new ASB case management system has been introduced.

View the results from our surveys so far.

View the results