We use an independent market research company, Acuity, to carry out three monthly transactional surveys on our behalf.  The surveys ask tenants for their views on:

  • their recent repair
  • their move to one of our homes
  • their experiences of reporting an anti-social behaviour complaint

To find out more about how this research is conducted, visit our about our tenant satisfaction surveys webpage.

Please find our results below. If you have any questions, please contact our tenant engagement team

Anti-social behaviour (ASB) survey

Our anti-social behaviour survey helps us to understand how happy our tenants are with the way we handle their anti-social behaviour (ASB) complaints. 

The survey contains 10 questions, including two questions where a tenant can give views on how we could make improvements. Around 10 tenants are randomly selected each month by Acuity to complete the survey. The tenants selected will have had a anti-social behaviour complaint closed the month before.

Question January 2024 December 2023 November 2023
Satisfaction with ease of reporting an anti-social behaviour complaint 75% 67% 100%
Satisfaction that we acknowledged your anti-social behaviour complaint promptly  50% 67% 100%
Satisfaction that our case officer explained the process clearly  100% 100% -
Satisfaction with the frequency of the communication throughout the case 50% 33% 0%
Satisfaction with help, advice, knowledge and professionalism of case officer 75% 33% 100%
Satisfaction that case was dealt with within a reasonable time  50% 67% 0%
Satisfaction that we were easy to deal with  75% 33% 0%
Satisfaction with the way complaint was handled by us  - 0% -
Satisfaction with the final outcome  50% 0% 0%

 

You said, we will

Our staff use the results and feedback to look at areas where we can improve our service for tenants.  Some of things we are currently doing are: 

You said We will
We don't always acknowledge when you make an anti-social behaviour complaint Carry out case reviews to ensure every anti-social behaviour complaint is acknowledged
You don't keep me updated on my complaint Ensure we speak with you to agree how often you would like us to make contact with you

 

New lettings survey

Our new lettings survey helps us to understand how happy our tenants are with their move into our of our properties.

The survey contains 11 questions, with two questions where tenants can give views on how we can make improvements . Around 10 tenants are randomly selected each month by Acuity to complete the survey. The tenants selected will have moved into their home between two and six weeks before the survey is completed.

Question January 2024 December 2023 November 2023
Satisfaction with the advice and information we provide before move 90% 90% 90%
Satisfaction with helpfulness of staff dealing with new tenancy 100% 100% 90%
Satisfaction that we kept you informed throughout the process  100% 90% 100%
Satisfaction that we were easy to deal with 90% 90% 90%
Satisfaction with the overall lettings process 90% 90% 90%
Satisfaction with the condition of your new home 80% 33% 81%
Were there an outstanding repairs at move in (Yes/No) 50% 78% 18%
Were you made aware of when this would be completed (Yes/No) 20% 29% 50%
Satisfaction that your responsibilities were explained clearly 90% 80% 90%
Satisfaction with overall experience of moving 90% 90% 90%

 

You said, we will

Our staff use the results and feedback to look at areas where we can improve our services for tenants. Some of the things we are currently doing are:

You said We will
The condition of your home when we move in could be improved. Review our Lettable Standard and make this available on our website so tenants can see what to expect from their new home. 
That we need to be better at keeping you informed throughout your move. We will review our service delivery and continue to use our weekly meetings to improve the way we communicate with our tenants about when their home will be ready for move in. 

 

Repairs survey

Our repairs survey helps us to understand how happy our tenants are with the repairs we carry out in their home. 

The survey contains 11 questions, which includes two questions where tenants can leave comments and views. Around 50 tenants are randomly selected each month by Acuity to complete the survey. The tenants selected will have had a repair completed the month before. 

Question January 2024 December 2023 November 2023
Satisfaction with ease of reporting the repair 83% 85% 92%
Did our Operative keep the appointment made (Yes/No) 76% 95% 89%
Satisfaction with Operatives attitude and treatment of your home  94% 97% 94%
Satisfaction with repair being done 'right first time' 78% 87% 84%
Satisfaction with overall quality of work  90% 92% 90%
Satisfaction with being kept informed throughout 72% 82% 86%
Satisfaction with us being easy to deal with  76% 79% 82%
Satisfaction with overall repairs service  80% 82% 92%

 

You said, we will

Our staff use the results and feedback to look at areas where we can improve our service for tenants. Some of the things we are currently doing are: 

You said We will
It isn't always easy to report a repair with us. Look at all the ways in which tenants can report a repair, what works well and not so well, and how we can make improvements.
My repair isn't completed right first time and the quality of work can be improved. Carry out post inspections on some of our repairs to look at quality of work we carry out and we are completing the repair right first time.
I'm not always kept informed of when my repair will be completed. We are investigating other tools that we can use to keep tenants up-to-date on their repair such as text messaging and phone calls.