Each year we share our Tenant Satisfaction Measure (TSM) results with you. The TSMs are a set of measures that tell you how well we’re doing at providing quality homes and services.
Over the last year we’ve surveyed 2,336 residents in our rented homes to find out what they think about our services. We’re pleased to say that overall satisfaction is up from 63% last year, to 67% this year. We’ve also seen increased satisfaction in 11 out of the 12 measures. Here’s what you told us:
How are we delivering on our service promise?
Acting on your feedback
We use feedback from the TSMs to listen, learn, and improve services for residents:
You said: 80% of residents feel safe in their home
We did: We continue to invest in fire, building and resident safety. This year, resident feedback helped shape the latest version of our Building Safety Resident Engagement Strategy, strengthening residents' voice in building safety decisions.
You said: 80% of residents feel well informed
We did: Working with our Resident Communications Group, we use resident feedback to make our communications clearer and more accessible. We continue to work closely with the Group to shape our approach to communications.
You said: How we maintain homes is improving.
We did: We're using your feedback to strengthen our repairs service by:
- Expanding our in-house repairs team, fleet of vans and access to supplies
- Using better diagnostics, including video support, to get repairs right first time
- Reducing the number of outstanding jobs and repeat visits.
We've more to do as we know repairs are your top priority.
You said: Our complaints handling service isn’t meeting your expectations
We did: We're using your feedback about complaints to improve training, strengthen processes and make service improvements. Most complaints are now acknowledged and responded to within target timescales.
You said: ASB handling is important you, and you want faster action and clearer communication
We did: In response to your feedback, we're providing clear guidance and training for colleagues, resolving issues faster and helping neighbours work together to find solutions where appropriate.
Thank you to all the residents who have given their feedback in the past 12 months and helped us to shape service improvements.
