Tenant Satisfaction Measures Action Plan

Based on the feedback from our Tenant Satisfaction Measures survey we have developed an action plan to address and improve tenants’ perception and satisfaction with our housing services.

The action plan is based around the five themes of the survey, you can read a summary of this below.

Safe and well maintained homes

1. Maintenance programmes:

we will analyse the survey findings and use this to plan our future work
we will communicate our works programmes and our investment in homes including decoration, planned works and major works

2. Cleaning of Communal areas

we will review the cleaning arrangements for communal areas
we will publish cleaning schedules on the website and communicate them to tenants

3. Grounds Maintenance of communal areas

we will review our grounds maintenance arrangements for communal areas
we will publish the grounds maintenance schedules on the website and communicate them to tenants

4. Inspections of blocks and housing land

we will roll out a revised Estates Inspection Programme

Repairs Service

5. Review repairs service processes

we will analyse the survey findings about repairs and identify areas for improvement
we will review our repairs performance and how we communicate this with tenants

Communication

6. Communication with tenants

we will communicate directly with tenants to tell them about our programmes of works or projects in their areas
we will engage with tenants about the revised tenants handbook and Tenancy Audits

Neighbourhoods

7.Handling of ASB cases

we will make sure we are clear about what Anti-Social Behaviour is and what we can act on
we will promote what we are doing to improve neighbourhoods