Tenant Satisfaction Measures
The Tenant Satisfaction Measures (TSMs) came into effect from April 2023 and at the end of last year we had surveyed 1272 customers that live in our general needs and Independence and Wellbeing properties (low-cost rental accommodation). We've shared TSM information in previous magazines and we also have a dedicated web page on our website. Our first-year results, that have formed our end-of-year submission to the Regulator, are now available.
TP01: Taking everything into account, how satisfied or dissatisfied are you with the service provided by Great Places? 72% satisfaction
TP02: How satisfied or dissatisfied are you with the overall repairs service from Great Places over the last 12 months? 71% satisfaction
TP03: How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it? 70% satisfaction
TP04: How satisfied or dissatisfied are you that Great Places provides a home that is well maintained? 75% 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? 65% 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’? 79% satisfaction
TP09: How satisfied or dissatisfied are you with Great Places’ approach to complaints handling? 35% satisfaction
TP10: How satisfied or dissatisfied are you that Great Places keeps communal areas clean, and well maintained? 72% satisfaction
TP11: How satisfied or dissatisfied are you that Great Places makes a positive contribution to your neighbourhood? 66% satisfaction
TP12: How satisfied or dissatisfied are you with Great Places’ approach to handling anti-social behaviour? 61% satisfaction
What are we doing to improve?
Repairs (TP02, 03 and 04)
Satisfaction relating to repairs includes the quality of service our customers receive from us when reporting a responsive repair. Following your feedback, we have been working on improving customer experience including increasing our resource levels to deal with the additional demand, specifically around damp, mould and condensation.
In addition, we have implemented a new process where our operatives are able to arrange a convenient follow-on appointment with customers during their initial visit for any additional repairs needed to complete a job. This should mean the appointment works in the best way for the customer, meaning less rearranged or missed appointments.
We have also undertaken a review of our operatives’ allocated patch areas to ensure that we minimise travel times, creating greater capacity to complete more repairs for our customers.
Safety (TP05)
This continues to be one of our highest satisfaction scores and we will continue to work with customers and colleagues to maintain and improve this. We are currently working with customers in our high-rise homes to create bespoke resident engagement plans.
Communal areas (TP10)
We aim to ensure all our communal areas are kept clean and well maintained, including the grounds.
This year we have transferred a number of previously contracted services back into the in-house team to improve the level of management with regard to the quality of the service provided to customers.
The team has also launched its very own page on the Great Places website where customers can find information about the services and raise any questions about their specific scheme.
Anti-social behaviour (ASB) (TP12)
Current satisfaction for ASB is 61%, which has improved from 56% when we first asked customers.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 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.
Complaints (TP09)
The measure for complaints remains our lowest score and whilst this is comparable with the level of satisfaction with peer organisations, we are reviewing this with our newly formed Customer Committee. Initial findings indicate that only a small number of customers surveyed have had complaints open with our Customer Feedback Team, and other things like ASB and reporting repairs are driving this. We will continue to look into this to see where we can improve. We will be reporting to our Customer Committee in June and will share the review findings with customers once we know more.