Housing report 2023
How we performed
This year saw the introduction of Tenant Satisfaction Measures by the Regulator of Social Housing. These measures are designed to help tenants scrutinise how their landlord is performing so that you can hold us to account. They also provide insight for landlords to help identify areas for improvement.
These indicators include 12 satisfaction questions measured by a tenant survey and 10 indicators that are measured directly from landlord information. They cover a range of key areas including how well landlords are doing at keeping properties in good repair, maintaining building safety, respectful and helpful engagement, effective handling of complaints and responsible neighbourhood management.
In 2023/24 we carried out the survey by telephone and received feedback from over 1,150 tenants. Thank you to everyone who took part your honest and open feedback helps us to understand how we are performing and what you want us to focus on improving.
Key areas you have told us to focus on include:
- reducing the time taken to complete repairs
- improving the quality of repairs
- improving how we handle customer contact
- keeping customers updated when they request a service
- tackling damp and mould in your home
- responding to neighbourhood problems including anti-social behaviour
Find out more about the 22 tenant satisfaction measures, as well as the full results of our most recent tenant satisfaction survey.