Damp, Mould and Condensation Policy
20. Performance reporting
20.1 We will collate and monitor performance information in relation to repairs strategic key performance indicators. This includes the Regulator of Social Housing (RSH) requirements set out in Tenant Satisfaction Measures 2023/24.
20.2 We will publish/share performance information with tenants on our website and Tenant Annual Report 2024.
20.3 Tenant satisfaction testing will be conducted regularly and independently on a random selection of completed repairs.
20.4 Customer insight will be analysed to identify trends to continually improve service delivery.
20.5 We want you to be completely satisfied with the standard of the repairs carried out. However, we accept that sometimes things do go wrong. Please let us know if this happens and give us the opportunity to put it right. This will not prevent you from making a complaint.
20.6 In every case, we will try to sort out your complaint and use the information you give us to improve our service. We have a formal complaints procedure which we will help you to use if you are not satisfied with any of our services.
20. We will aim to investigate and respond to your complaint within 10 working days. If we are unable to respond within that time we will contact you explaining why and provide a further response date.
20.8 If you are unhappy with the investigation of your complaint, you can take you case to the Housing Ombudsman (opens new window).
20.9 The Housing Ombudsman (opens new window) is set up by law to look at complaints about housing organisations that are registered with them, including housing associations and local authorities.
20.10 We will report key performance measures for damp and mould. These will be provided to the Executive Management Team (EMT) and to the HEHC Overview and Scrutiny Committee on a quarterly basis. KPI's include:
- percentage of damp and mould cases closed
- time taken to carry out damp inspections
- time taken to carry out repairs following damp and mould inspections
- percentage of damp cases requiring a follow up which has been completed
20.11 We will gather tenant feedback and information regarding satisfaction with the service based on a sample of jobs each month. We will also engage with tenants through a range of initiatives including focus groups and other tenant involvement groups to identify areas for improvement.