The Regulator of Social Housing (RSH) has set a number of Tenant Satisfaction Measures (TSMs), which we must report on each year.
These are a set of measures that help:
- Enable tenants to understand and assess how well their landlord is performing.
- Provide us with invaluable insights and feedback, so we can take action and improve our services.
- RSH to monitor and evaluate our performance.
Tenant perception survey
How the survey was conducted
The survey was conducted by independent research company Service Insights Ltd over August and September 2023. You can view a copy of the 2023 tenant perception survey.
2,178 households received the survey, either by email (1,050 households) or by post (1,128 households). The survey in 2023 was the first of its kind so we decided to choose a census methodology, meaning all eligible homes were included in the survey to provide a good benchmark ahead of future surveys.
In total 590 responses were received, providing a representative sample, based on tenure, housing type, age and gender, so no additional weighting was required. There were no exclusions.
More information about representativeness of the response.
Results
Results from the survey are split into those from:
- Low Cost Rental Accommodation (LCRA) respondents: people who fully rent their home from us.
- Low Cost Home Ownership (LCHO) respondents: people who own a share of their home but still pay an element of rent.
- All respondents: a combined result from LCRA and LCHO respondents.
The score relates to the percentage of respondents who stated they were either ‘satisfied’ or ‘very satisfied’.
| TSM | Percentage of LCRA respondents satisfied | Percentage of LCHO respondents satisfied | Percentage of all respondents satisfied |
|---|---|---|---|
| Overall satisfaction | 60.7% | 58.5% | 60% |
| Satisfaction with repairs | 69.6% | Not asked | 69.6% |
| Satisfaction with the time taken to complete the most recent repair | 65.1% | Not asked | 65.1% |
| Satisfaction that your home is well maintained | 66.5% | Not asked | 66.5% |
| Satisfaction that your home is safe | 72.2% | 76.2% | 73.5% |
| Satisfaction that we listen to your views and act upon them | 51% | 42.9% | 48.4% |
| Satisfaction that we keep you informed about things that matter to you | 61.4% | 63% | 62.2% |
| Agreement that we treat you fairly and with respect | 67.2% | 62.1% | 65.6% |
| Satisfaction with our approach to handling complaints | 28.8% | 30.4% | 29.3% |
| Satisfaction that we keep communal areas clean and well maintained | 61.6% | 62.6% | 62.1% |
| Satisfaction that we make a positive contribution to neighbourhoods | 54.2% | 57.3% | 55.3% |
| Satisfaction with our approach to handling anti-social behaviour | 42.8% | 42.1% | 42.7% |
Indicators monitored by us
The table below shows performance for the 14 indicators monitored by us through our internal management systems, as of March 2024.
These cover a range of safety compliance areas, such as whether or not homes have had their annual Gas Safety Check. It also looks at repairs, performance, complaints, and concerns about anti-social behaviour. Overall, we are performing well against these 14 indicators.
| TSM | Result |
|---|---|
| Percentage of homes that do not meet the Decent Homes Standard | 3.98% |
| Percentage of non-emergency repairs completed within target timescale | 89.7% |
| Percentage of emergency repairs completed within target timescale | 98.2% |
| Percentage of homes that have had all the necessary gas safety checks | 100% |
| Percentage of homes in buildings that have had all the necessary fire safety checks | 100% |
| Percentage of homes in buildings that have had all the necessary asbestos safety checks | 100% |
| Percentage of homes that have had all the necessary water saftey checks | 100% |
| Percentage of homes in buildings where the communal passenger lifts have had all the necessary safety checks | 100% |
| Number of complaints relative to the size of the landlord (per 1,000 homes) - Stage 1 | 30.3 |
| Number of complaints relative to the size of the landlord (per 1,000 homes) - Stage 2 | 5.6 |
| Percentage of complaints responded to within Complaints Handling Code timescales - Stage 1 | 79.6% |
| Percentage of complaints responded to within Complaints Handling Code timescales - Stage 2 | 66.7% |
| Number of anti-social behaviour cases opened per 1,000 homes | 10.15 |
| Number of anti-social behaviour cases involving hate crime opened per 1,000 homes | 0 |
What do these results mean?
We acknowledge that some of the results are disappointing. However, the survey highlights several issues that align with feedback we have received from tenants over the past few months. This indicates a clear need for us to address these concerns.
We always welcome and value your feedback, which helps us to improve.
What are we doing about the results?
We are using these results to drive improvements to services. We are focusing on key areas in which tenants said they would like to see improvements.
Before making any changes or improvements, we will work with tenants to make sure these are right for them.
Below is a summary of some of the key areas we are focusing on:
- We are changing the way we work, so we can respond to complaints more quickly.
- We are improving the training and guidance, so colleagues are equipped to handle complaints in the right way.
- We are making improvements to the information sent to tenants and providing easier ways for them to feedback to us.
- We will learn from feedback, make improvements, and ensure we communicate these changes to tenants.
- We have set up a new tenant group to focus on making improvements to the repair service.
- We are using a new IT system so we can record and monitor information about your home easily.
- We will provide clear information to tenants about reporting repairs and issues such as damp and mould as well as the planned improvement programme for bathrooms and kitchens. We will also make sure that we provide regular updates to tenants about issues reported and ongoing work.
- We will continue to carry out regular safety checks in all homes including fire assessments, gas and electrical checks.
- We are introducing a Tenant’s Charter which outlines our commitment to delivering excellent services.
- We are focusing on improving customer service to make sure all tenants are treated with dignity and respect.
- We will work alongside tenants to agree on what services they would like, and the time taken to deliver them.
- We will ask tenants for feedback on repairs, anti-social behaviour (ASB), complaints, and lettings so services can be improved.
- We will develop a strategy that helps our commitment to be inclusive. This includes providing accessible services for everyone and being an organisation that recognises and welcomes diversity.
- We will create more opportunities for tenants to share views, so we can address concerns early, and make improvements quickly.
- We will consult tenants on all key policies, providing more opportunities for them to shape policies and influence the delivery of services.
- Working alongside tenants, we are creating a clear profile of the services you can expect in your neighborhood.
- We will improve the way we record and monitor cases of anti-social behaviour (ASB).
- We will engage with tenants, so they know about local events and how to get involved.
- We will develop and implement policies, in consultation with tenants, to address and collaborate with partners on anti-social behaviour (ASB), hate crime, and domestic abuse.
- We will support colleagues, so they have the skills and knowledge to support tenants affected by ASB, hate crime, or domestic abuse.
Help us improve our services
If you are interested in helping us to improve our services for you and your neighbours, please contact Lara Winters, Resident Involvement Officer at lara.winters@jrht.org.uk or 07976 971394.