How are we doing?
The Tenant Satisfaction Measures (TSMs) came into effect from April 2023 and in the last edition of My Great Place magazine we shared our first-year results, that formed our end-of-year submission to the Regulator. We are now pleased to share our Quarter 1 results for 2024/25. We surveyed 305 customers that live in our general needs and Independence and Wellbeing properties (low-cost rental accommodation) and the results are below.
TP01: Taking everything into account, how satisfied or dissatisfied are you with the service provided by Great Places? 74% satisfaction
TP02: How satisfied or dissatisfied are you with the overall repairs service from Great Places over the last 12 months? 74% satisfaction
TP03: How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it? 75% satisfaction
TP04: How satisfied or dissatisfied are you that Great Places provides a home that is well maintained? 80% satisfaction
TP05: 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? 82% satisfaction
TP06: How satisfied or dissatisfied are you that Great Places listens to our views and acts upon them? 68% satisfaction
TP07: How satisfied or dissatisfied are you that Great Places keeps you informed about things that matter to you? 74% satisfaction
TP08: To what extent do you agree or disagree with the following ‘my landlord treats me fairly and with respect’? 84% satisfaction
TP09: How satisfied or dissatisfied are you with Great Places’ approach to complaints handling? 41% satisfaction
TP10: How satisfied or dissatisfied are you that Great Places keeps communal areas clean, and well maintained? 69% satisfaction
TP11: How satisfied or dissatisfied are you that Great Places makes a positive contribution to your neighbourhood? 67% satisfaction
TP12: How satisfied or dissatisfied are you with Great Places’ approach to handling anti-social behaviour? 68% satisfaction
It is encouraging that most of our scores have improved since the last round of surveys, however we know that we still have improvements to make. A key highlight is that TP12 (satisfaction with anti-social behaviour) has improved by 8.5% on our year-end score from 2023/24. Over the last 12 months we have worked hard to introduce a new Anti-social Behaviour Policy and made a number of changes to the service offered as a result of customer feedback. This includes changing our processes in our Customer Hub, resulting in improved right-first-time triage. We will continue to make improvements including changes to our systems to make it easier for us to report back to customers on performance. We are continuing to look at what the wider TSM data is telling us and putting plans in place to address some of the lower-scoring areas.