Earlier this year, we published the results of our Tenant Satisfaction Measures (TSMs). TSMs are nationally set measures used by all social housing landlords to understand how satisfied residents are with the services they receive. They cover things that matter most to residents, including repairs, safety, neighbourhood management, complaints and opportunities to have a say.
The results help us understand what's working well and where we need to improve.
Following the publication of the results in July, we met with residents to discuss the findings and hear directly what they wanted to happen next. Residents were clear that they didn't just want to see survey results, they wanted to see a clear improvement plan that explained what we would do in response to the feedback received.
Since then, we've worked with residents to develop an action plan focused on the areas residents told us matter most. We recently met with residents again to review the draft plan and gather further feedback.
Residents told us that whilst they supported the actions being proposed, the document felt too formal, overly focused on strategy and policy, and wasn't easy to read. They asked us to use plain English, make it clearer how residents have influenced the plan and focus on what the improvements will mean in practice.
We've listened.
The information below sets out some of the key improvements we'll be making over the coming months based on what residents told us through the TSM surveys, engagement activities and resident meetings.
Have Your Say and Help Shape Our Services
Resident Engagement
You told us:
- You want more opportunities to influence decisions that affect your home and neighbourhood.
- You want to know how your feedback is making a difference.
- You want to be involved earlier when services are being reviewed or redesigned.
We'll do:
- Launch our new Resident Engagement Strategy, developed with residents.
- Create more opportunities for residents to get involved, whether that's through surveys, meetings, scrutiny activities or local events.
- Share more regular "You Said, We Did" updates, so residents can see how feedback is shaping services.
- Involve residents in reviewing services and helping us monitor progress against this improvement plan.
What this means for residents:
More opportunities to influence decisions, shape services and hold us to account.
Complaints and Learning from Feedback
You told us:
- Complaints should be handled fairly and consistently.
- You want clearer communication and timely responses.
- You want to know that lessons are learned when things go wrong.
We'll do:
- Introduce our new Complaint Handling Policy, co-designed with residents.
- Ensure complaints continue to be managed in line with the Housing Ombudsman's Complaint Handling Code.
- Use complaint feedback to identify themes and improve services.
- Regularly share examples of changes we've made as a result of complaints and resident feedback.
What this means for residents:
A clearer, fairer complaints process and greater transparency about how feedback leads to improvements.
Tackling Anti-Social Behaviour (ASB) and Improving Community Safety
You told us:
- You want better communication and updates when reporting ASB.
- You want to understand what action is being taken and why.
- You want us to work more closely with residents to tackle local issues.
- You want us to take a stronger approach to persistent ASB.
We'll do:
- Improve communication with residents throughout ASB cases.
- Ensure action plans and risk assessments are used consistently when needed.
- Work more closely with partner organisations, including the police and local agencies.
- Continue working directly with residents to identify what's working, what isn't and how we can improve our approach to tackling ASB.
- Use resident feedback to help shape future improvements to the service.
What this means for residents:
You should receive clearer communication, better support and have greater confidence that concerns are being taken seriously and acted upon.
Cleaner and Greener Neighbourhoods
You told us:
- Litter, fly-tipping and untidy communal areas affect pride in neighbourhoods.
- Environmental issues are not always dealt with quickly enough.
- You want to see cleaner and better-maintained communities.
We'll do:
- Carry out more targeted estate inspections where issues are identified.
- Respond more quickly to environmental concerns where possible.
- Continue neighbourhood walkabouts with residents.
- Work with residents to identify local priorities and areas for improvement.
What this means for residents:
Cleaner, safer and more attractive neighbourhoods that residents can feel proud of.
Grounds Maintenance
You told us:
- Grounds maintenance is not always delivered consistently.
- Some green spaces could be better maintained.
- You want greater assurance that standards are being monitored.
We'll do:
- Improve how we monitor grounds maintenance services.
- Carry out regular quality checks.
- Review resident feedback to help identify areas requiring improvement.
- Share information about grounds maintenance schedules and standards.
What this means for residents:
Better-maintained green spaces and greater confidence that services are being monitored and improved where needed.
Building Safety
You told us:
- Building safety is extremely important.
- You want clear and accessible safety information.
- You would like more opportunities to understand how building safety is managed.
We'll do:
- Continue monthly inspections in all high-rise buildings.
- Increase opportunities for residents to engage with Building Safety Officers.
- Share safety information through a range of channels, not just online.
- Involve residents in conversations about building safety and continuous improvement.
What this means for residents:
Greater reassurance that your building is safe and that you have access to the information and support you need.
Repairs
You told us:
- Repairs need to be completed right first time whenever possible.
- Communication around appointments and delays could be improved.
- Residents want a greater say in shaping future repairs services.
We'll do:
- Continue preparing for the planned return of repairs services in-house.
- Launch our Your Repairs, Your Say programme to involve residents in shaping future service standards.
- Use resident feedback to help design and improve the repairs service.
- Review performance and resident feedback to identify opportunities for improvement.
What this means for residents:
A repairs service that is shaped by residents, focuses on quality and delivers a better experience when things go wrong.
Rent and Money Advice
You told us:
- Support should be available as early as possible when residents are experiencing financial difficulties.
- Communications should be clear, supportive and easy to understand.
- Residents need to know what support is available and how to access it.
We'll do:
- Contact residents earlier where support may be needed.
- Improve signposting to money advice and support services.
- Review our communications to make them clearer and more accessible.
- Promote available support through a range of channels.
What this means for residents:
Earlier access to advice and support, helping residents sustain their tenancy and maximise household income.
Keeping Residents Involved
This is not the end of the conversation.
Residents told us they wanted to see a clear improvement plan following the publication of our Tenant Satisfaction Measure (TSM) results, and they wanted to be involved in shaping it. They've helped us develop these priorities and recently challenged us to make the plan easier to understand by using plain English and focusing on what improvements will mean in practice.
We'll continue working alongside residents to review progress, challenge performance and help shape future improvements. Regular updates will be shared so residents can see what progress is being made and how their feedback continues to influence our services.
What this means for residents:
Your feedback won't just be collected, it will help shape decisions, influence services and drive improvements across Housing Services.
