Tenant satisfaction measures
Tenant satisfaction measures
From April 2023 – a new housing regulation requires all social landlords like settle to collect data for the Tenant Satisfaction Measures.
The aim of the Tenant Satisfaction Measures is to provide clear, visible and comparable information around landlord performance.
We are working with an independent company, Acuity Research and Practice to carry out surveys with residents on our behalf. A member of the Acuity team may contact you, usually through a phone call and will ask a series of set questions which from April 2023 we will report the results to the regulator in April 2024.
Below are the latest results from April 2023 to the end of October 2023.
Our current scores
If yes, how satisfied or dissatisfied are you with the overall repairs service from your landlord over the last 12 months?
If yes, how satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it
If yes, how satisfied or dissatisfied are you with your landlord’s approach to complaints handling?
Effort and trust
In addition to the 12 measures, it’s important for us to understand how much you trust us as your landlord and how easy it is to have your issues resolved.
The most recent score for the amount of effort a customer has to make to get an issue resolved is just under 3 out of 10. The lower the score the better. When it comes to customers’ trust in us as a landlord, we scored 7 out of 10. The higher the score the better.
We’re working hard to improve overall customer satisfaction by addressing the lowest scoring measures that cause the most concern to residents. This includes the timescales to complete repairs and outstanding repairs as an area in need of more improvement. We will also work to increase satisfaction around communication on repair updates and other services we provide, particularly when we aren’t able to complete a repair on the first visit to your home.
We also saw lower satisfaction scores for how we respond to complaints and escalations. We know we need to make sure follow-up actions identified as part of a complaint are completed in a timely way. Looking at ways we can improve communal spaces, we are in the process of procuring a new cleaning contract to drive improvement and working on a neighbourhood maintenance improvement plan. All of these areas form part of our continuous improvement activity between now and the end of the year.
More information on what we’re doing to improve our services can be found in our latest news story – Tenant Satisfaction Measures – what we’re hearing from you
In December 2021 the Regulator for Social Housing (the Regulator) launched a consultation on proposed Tenant Satisfaction Measures. The aim of these measures, which were first included in the Social Housing White Paper, is to provide residents and the Regulator with clear and comparable information about landlords’ performance. This will help residents hold their landlords to account and will also be used by the Regulator in their role assessing how well social housing landlords in England are doing at providing good quality homes and services.
Under the current proposals, we will need to share our performance against the measures with our residents once a year and, as a housing association with over 1000 homes, we will also need to provide the Regulator with this information.
We welcome the intentions of the Tenant Satisfaction Measures, and always aim to provide good services to residents. So, whilst the results of the Regulator’s consultation are due to be published in late summer 2022, with landlords like settle expected to report on the measures from April 2023, we are started to survey residents based on the draft measures In August 2022.
What do the tenant satisfaction measures cover?
There are 22 measures in total which fall under five main themes:
- Keeping properties in good repair
- Maintaining building safety
- Effective complaints-handling
- Respectful and helpful tenant engagement
- Responsible neighbourhood management
Under current proposals, 10 of the 22 measures will be directly measured using data landlords like settle have – for example, how many of our homes meet the Decent Homes standard set by government or how many complaints we respond to within the Housing Ombudsman’s Code timescales
The remaining 12 will be measured by surveying our residents.
We carried out a pilot of these Tenant Satisfaction Measures surveys to residents on the anniversary of their settle tenancy. You can see these scores in the links below.