Tenant Satisfaction Measures (TSMs) How are we performing?
In our April customer magazine, we shared the new survey that the Regulator for Social Housing has introduced following extensive consultation with Registered Social Housing providers and customers.
This was part of the new Social Housing Act which received Royal assent, became law on 20th July this year and is aimed at improving the regulation of social housing, strengthening tenants’ rights, and ensuring better quality and safer homes for residents.
These new measures are about Great Places asking customers how they feel about the services we provide. We will use the responses from customers and the information collected across services to understand how we are performing and what we need to focus on improving.
We updated you in April about the pilot survey. We are now pleased to share with customers the feedback and results from our first new Tenant Satisfaction Measure survey undertaken by our partners TLF in June/July this year.
- Taking everything into account, how satisfied or dissatisfied are you with the service provided by Great Places? 72%
- How satisfied or dissatisfied are you with the overall repairs service from Great Places over the last 12 months? 71%
- How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it? 70%
- How satisfied or dissatisfied are you that Great Places provides a home that is well maintained? 75%
- Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that Great Places provides a home that is safe? 83%
- How satisfied or dissatisfied are you that Great Places listens to your views and acts upon them? 65%
- How satisfied or dissatisfied are you that Great Places keeps you informed about things that matter to you? 75%
- To what extent do you agree or disagree with the following ‘my landlord treats me fairly and with respect’? 79%
- How satisfied or dissatisfied are you with Great Places’ approach to complaints handling? 36%
- How satisfied or dissatisfied are you that Great Places keeps communal areas clean, and well maintained? 75%
- How satisfied or dissatisfied are you that Great Places makes a positive contribution to your neighbourhood? 66%
- How satisfied or dissatisfied are you with Great Places’ approach to handling antisocial behaviour? 56%
Highlights include
Overall satisfaction has gone up slightly this quarter from the pilot that we previously carried out in 2022/23 from 69% to 72%.
Listening to customer feedback and making changes to our communal services has seen customer satisfaction increase from 67% to 75%. We will continue to listen to customers’ feedback and make changes where we can to improve your experience.
Customers have told us that in terms of feeling safe in their home we have achieved our highest satisfaction score of 83%. It is important to Great Places that we continue to undertake repairs, safety checks and damp, mould, and condensation inspections so you continue to feel safe in your home.
Areas to focus on
We can see that complaint handling and dealing with anti-social behaviour are our areas that customers are dissatisfied with. Some of the things we have already done in response to your feedback include:
- A new easy how to give feedback form including clear information about how you can make a formal complaint through our various channels. Visit the Tenant Satisfaction Measures page on our website to find out more.
- A new Customer Complaints group who will be working with the Customer Feedback team on how we can improve and we’ll share their feedback with you.
- Reviewing our ASB policy following consultation with customers focusing on what matters most when experiencing anti-social behaviour.
what next?
We will continue to use customers’ feedback to review services and make changes when things do not work in the way that they should. We have shared in this edition services that have improved as a result of customers’ feedback.
If you would like to be more involved, please sign up to our new service Our Voice via https://ourvoice.greatplaces.org.uk/.