Tenant Satisfaction Measures (TSM) Survey 2024

Based on the feedback from the 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

Complaints

8. Handling of Tenant’s complaints and Enquiries

• we will provide refresher customer service training for housing staff
• we will publish our housing complaints data performance and lessons learned