Our performance

Resident satisfaction

In 2022/23 76.4% of residents said they are satisfied with the service they received from us, up on 73.9% in 2021/22.

We want to ensure our residents feel happy, safe and listened to – and one of the ways we gauge this is by testing resident satisfaction. The methods we use to do this will change in the coming years following the introduction of statutory tenant satisfaction measures, which all housing providers will need to test. We will do this via quarterly telephone surveys which will provide ongoing context to our performance and show where we need to improve.

Resident involvement

In 2022/23 we:

• Held 47 group activities, consultations or focus groups
• Welcomed 112 individuals to them
• Hosted 70 local activities via our housing teams
• Engaged around 1,159 residents

Our residents are at the heart of all that we do. We want you to be involved in shaping our services and telling us where we need to change. The resident involvement team exists to facilitate and strengthen the link between our residents and the wider business, ensuring that residents’ voices are heard and improving service delivery.

Complaints

• 9,185 complaints received in 2022/23, compared to 7,265 in 2021/22
• 61% of the complaints we receive from you relate to repairs
• 58 complaints were determined by the ombudsman with 28 findings of maladministration.

We deeply value our customers and your satisfaction is our top priority. The ombudsman findings in 2022/23 show that we have more to do to improve satisfaction. To support that, we are working internally and with the ombudsman to learn from the complaints. As part of that we are initiating a transformative process centred around enhancing service delivery and complaints management. In 2023/24 we will conduct a thorough review of our complaints process and implement a centralised management framework to ensure a seamless and customer centric experience.

Repairs

• In 2022/23 we carried out 139,225 responsive repairs
  74% of these were carried out in the expected timeframe

• 97% of major planned works were delivered

In response to the Housing Ombudsman’s report “Spotlight on: damp and mould – it’s not lifestyle” we have been working with a group of residents who have experienced these issues to review and improve the way we repair them. This group has played a vital role in developing our new damp and mould policy and in the creation of a new leaflet for residents on managing condensation and mould in their home. It outlines the reasons why condensation may occur, how to manage this at home and what we can do to help.