Tenant Satisfaction Measures
The Tenant Satisfaction Measures (TSMs) came into effect from April 2023 and at the end of last year we had surveyed 1,218 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 page on our website. Our second-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? 71% 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? 71% satisfaction
TP04: How satisfied or dissatisfied are you that Great Places provides a home that is well maintained? 78% 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? 66% satisfaction
TP07: How satisfied or dissatisfied are you that Great Places keeps you informed about things that matter to you? 76% satisfaction
TP08: To what extent do you agree or disagree with the following ‘my landlord treats me fairly and with respect’? 81% 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? 73% satisfaction
TP11: How satisfied or dissatisfied are you that Great Places makes a positive contribution to your neighbourhood? 69% satisfaction
TP12: How satisfied or dissatisfied are you with Great Places’ approach to handling anti-social behaviour? 71% satisfaction
What are we doing to improve?
There is lots we are doing to improve services and customer satisfaction. We are investing in our colleagues through training and skills development, as well as making clear and more efficient processes with system improvements to support this. Our Customer Committee continue to work with us and hold us to account in ensuring our improvements deliver results for customers – you can read more here.
Repairs (TP02, 03 and 04)
Satisfaction relating to repairs includes the quality of service our customers receive from us when reporting a responsive repair. We know this is hugely important to customers, which is why we’ve been carrying out a review of our Repairs Service over the last six months.
We have listened to your feedback on what is most important when it comes to your repairs and from this, have highlighted several areas for improvement. These include enhancements to our MyPlace customer portal, a thorough approach to no access appointments and improved repair diagnosis through our Customer Hub.
Safety (TP05)
The safety of customers is a key priority, and this continues to be our highest scoring result. Our Building and Fire Safety Team continues to work on a range of safety enhancements to ensure we’re up to speed with regulation. As part of this, we’ve been consulting with customers and ensuring they have right safety information to hand. Click here to read more.
Anti-social behaviour (ASB) (TP12)
A key highlight is satisfaction for anti-social behaviour handling, which has improved by 9.7% from last year. We introduced a new Anti-social Behaviour Policy and made several improvements to the service including triaging through our Hub.
Complaints (TP09)
Although complaints handling remains our lowest score, we have improved this figure by 6.7% since last year. We’re continuing to focus on improving this through our Complaints Review, which you can read more about here. As part of this work, we have made changes to our systems around our internal complaints process to ensure we’re dealing with issues in a timely and effective manner. We’ll be continuing to roll out improvements from this review and ensuring we’re meeting Housing Ombudsman standards.