The Regulator of Social Housing has created a new system to see how well social housing landlords in England are doing at providing good quality homes and services. This includes a set of Tenant Satisfaction Measures (TSMs) that we report on.
These measures include a set of questions to help us, our Board, you (our customers), and the Regulator understand how we are performing.
We’ve published our first annual TSM report. It shows how we are performing based on the standards set by The Regulator of Social Housing. We’ll also explain what we’re doing with this feedback and where we’re going to focus based on what you have told us.
Your feedback is really important to us. It helps us to improve, shape and develop our services to better meet your needs.
The TSMs focus on five key themes:
- Keeping properties in good repair
- Maintaining building safety
- Effective complaints handling
- Respectful and helpful tenant engagement and;
- Responsible neighbourhood management.
How does this affect you?
It’s really important for us to get your honest feedback, so we’ve asked a research agency called TLF Research to design and carry out the surveys. They’ll make sure that we have feedback from across our customer base and the areas we work in. You’ll receive the survey by telephone, email, or post so you have the opportunity to take part. The survey will take place four times a year and you will be contacted to participate in one of them. You can read a copy of our 2023-24 TSM questionnaire here:
TSM questionnaire
What are we doing?
Every quarter, we take a close look at our TSM results to spot opportunities for making things even better. We then work together to come up with actions as part of our ongoing TSM Action Plan.
Our customers’ feedback has been used to create our current action plan which focuses on:
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- We’ve introduced a new computer system to make it easier for us to log your repairs
- we’re working on a new system where you can log your own repair
- we’ll add helpful information on our website to help you with everyday problems.
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- We’re increasing the teams on site to make sure communal areas are kept clean and well-maintained
- we’ll complete 300 improvement works to communal areas over the next year – this forms part of our long-term plan.
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- We’re working on a new system that will help us improve how we record and manage your complaints
- our team has recently received additional training to improve the handling of complaints
- we’ve introduced a new role to our team, to make sure we’re learning from the complaints we receive
- our customer scrutiny panel Quality Improvement Panel (QuIP) will review how we handle complaints and any areas where we can improve.
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- We’ll continue to improve the energy efficiency of all our homes, investing £5.2m in energy improvements over the next two years
- we’re working closely with Citizens Advice Knowsley to provide you with energy-saving support and advice.
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- Fire safety information has been updated in our customer handbook.
- we’ll post building-specific safety information to all customers in flats and include fire safety information in each edition of Livving magazine.
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- We have dedicated teams on hand to support you with mental and physical health, financial wellbeing and training and employment opportunities
- we’ll do more to make you aware of the support we can provide and how to access it.
