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How are we performing

Home > Together With Tenants Performance

Together with tenants, we’re focusing on what matters and working towards delivering the promises we set out in our Together with Tenants Charter. Our September 2023 performance has now been published below.

The charter was launched in April, and was developed with tenants over six-months, where we listened to you and gathered your feedback. A group of 14 tenant volunteers identified key issues that are important to you, that can help improve our services, and this shaped our Together with Tenants Charter.

From this you can see that we’re on track in some areas, it also shows we haven’t got it quite right in others and that we still have lots to do, and our teams are working hard to reach our ambitious targets. We’re at the start of this journey, and we’re confident that, with time and working with you, over the next year we can reach the goals set.

We know how important it is to you that we get it right, and that you’re satisfied with our services. We will keep you updated every three-four months on how we’re doing. It’s important to us that we provide you with a safe, well-maintained home that you are happy in and that. positively impacts your life. We are making sure we do all we can and owning it, so that we can deliver on the promises set out in this charter.

Click one below to see how we’re performing against the targets set against the charter themes:

Communication & Visibility

Communication & Visibility

Influence & Accountability

Influence & Accountability

Environment & Neighbourhood

Environment & Neighbourhood

Repairs & Asset Management

Repairs & Asset Management

Safety

Safety

We’re doing all we can to get better and reach the targets set, to make sure you are satisfied, feel respected and trust us to do all we can to deliver on our promises set out in the Together with Tenants Charter.

If you haven’t already, you can read the Together with Tenants Charter by clicking here.

KEY STATUS:

We’re not on track with this performance measure, we are looking at how we can improve

Alert

We have flagged that this performance measure needs monitoring more closely

Warning

This measure output is currently good

Ok

This is not a percentage and is just a number

Data only

We have improved since we last reported on this

Improving

We are currently under performing here, and we’re doing what we can to get back on track

Not improving

There has been no change since we last reported on this

No Change

This is a new measurement

New

We’re working on getting the data for this, we will keep you posted

Unknown

Communication & Visibility

You told us that:

  • We needed to get better at communicating with you
  • You wanted to be kept informed on things that matter to you
  • You wanted to know more about what we are doing to respond to your feedback and how we are improving services as a result
  • You told us that you want ForHousing to be more visible in your community and for you to have the opportunity to talk to us in a way that suits your needs, including face to face

We’re not quite on target, but we’re doing all we can to get back on track so that you can trust us to deliver on our promises. We want you to be satisfied, and we will be measuring this through our Tenant Satisfaction surveys. We will analyse the survey feedback and listen to your opinions and feelings to make positive changes to help us get where we need to be.

To do better, we will also be launching our Customer Connect Hub, that will replace our Service Centre with a new and improved system and service, providing you with a quicker and easier way to get in touch. We aim to answer calls within 30 seconds on average with each contact made to have a first-time resolution to your query. Making communication with us easier and more effective.

We also listened, learned, and improved the way we communicate with you by introducing a tenant newsletter to help us keep you updated on the things that matter to you.

We know we still have lots to do to reach the ambitious targets set and that we are at the start of this journey and with time, we will do all we can to deliver on the promises we set.

TARGET SET: 72%

We have flagged that this performance measure needs monitoring more closely

We have improved since we last reported on this

66.5%

of tenants are satisfied that we listen to tenant views and act upon them

TARGET SET: 75%

This measure output is currently good

We have improved since we last reported on this

76.3%

of tenants are satisfied that we keeps tenants informed about the things that matter to them

TARGET SET: 86%

We have flagged that this performance measure needs monitoring more closely

We are currently under performing here, and we’re doing what we can to get back on track

81.7%

of tenants agree that we treat tenants fairly and with respect

TARGET SET: 3:00 minutes

This measure output is currently good

We have improved since we last reported on this

02:24

minutes and seconds is the current average speed of answering tenants enquiries

Influence & Accountability

You told us that:

  • You want to know what we are doing to improve services and what we are spending money on
  • You would like us to listen to you and that you would like to work with us to improve the experience of tenants and improve services
  • You said you’d like to work alongside us by having honest conversations and developing services that reflect both the needs of tenants and the organisation

While our response times to complaints have improved, we are seeing an increased number of complaints and low satisfaction with our complaints service.

To do better, we will have a strategic review of the service, increase our resources in the team and will launch our new oversight and feedback tenant panel in September. The panel will help us to listen to your opinions and feelings to make positive changes based on your feedback, so you can hold us to account.

We know that this is important to you, that you feel respected and heard and it is key that we get this right. We are doing all we can and owning it – making sure we try our best to meet the targets set, so that you are satisfied with our services.

TARGET SET: 93%

We’re not on track with this performance measure, we are looking at how we can improve

We have improved since we last reported on this

91.4%

proportion of stage one complaints responded to within the Housing Ombudsman’s complaint handling code timescales

TARGET SET: 93%

This measure output is currently good

There has been no change since we last reported on this

100%

proportion of stage two complaints responded to within the Housing Ombudsman’s complaint handling code timescales

TARGET SET: 42%

We have flagged that this performance measure needs monitoring more closely

We have improved since we last reported on this

33.3%

of tenants are satisfied with our approach to handing complaints

TARGET SET: 55%

We have flagged that this performance measure needs monitoring more closely

We have improved since we last reported on this

44.4%

of tenants are satisfied with our complaints service

Environment & Neighbourhood

You told us that:

  • How your neighbourhood looks and feels is important to you and that you want to live in a clean and tidy neighbourhood
  • You also told us that your local community is important to you and that you want more information about how you can get involved

Your satisfaction remains high within communal areas, but we haven’t met our target for the perception that we make a positive contribution to neighbourhoods.

Our Community Development Team work together with you, and your communities, to create and deliver projects that positively impact the lives of social housing tenants. They listen and respond to community-based needs, putting tenants at the heart.

This year, they have worked with partners to:

  • Organise a community fun day that tackles environmental issues
  • Deliver Play Streets, that offers free activities and meals for children in the school holidays
  • Support with The Food Club in Stockbridge Village
  • Open Cruyff Court in Little Hulton, a free to access community sports court
  • Offer free, inclusive cycling sessions for young people with Access Sport

We can always do better, and the team are working to make even more contributions to local neighbourhoods, and communities. If you have any suggestions, you can get in touch with the team by clicking here.

TARGET SET: 69%

This measure output is currently good

We are currently under performing here, and we’re doing what we can to get back on track

76.7%

of tenants are satisfied that we keep communal areas clean and well maintained

TARGET SET: 79%

We have flagged that this performance measure needs monitoring more closely

We have improved since we last reported on this

71.5%

of tenants are satisfied that we make a positive contribution to neighbourhoods

Repairs & Asset Management

You told us that:

  • You would like us to listen to your feedback and improve our repairs and maintenance service
  • You don’t want to have to chase us for feedback about a repair and that when you report a repair, you want it to be done quickly and to a good standard. You said that if there are any changes that you want to be kept informed
  • The timings of replacement bathrooms and kitchens and where you can go if you need any adaptations to your home

We listened, learned and improved our timescales following your feedback by removing the 100 days repairs priority and replaced with a 30 day timescale for all non-urgent repairs. Where a replacement part is required, these will be completed within 80 days and we will keep you fully informed at regular intervals from 2 weeks following the job being raised.

We’re not on track for completing damp repairs due to the backlog of works in this area, and tenant satisfaction with our repairs services is also below target. We’re doing all we can to get back on track so that you can trust us to deliver on our promises. We know that we haven’t got this right just yet, and we’re doing everything we can by bringing in more resources to support the demand and make sure you’re happy and feel safe in your home and with our services.

TARGET SET: 90%

We’re not on track with this performance measure, we are looking at how we can improve

We are currently under performing here, and we’re doing what we can to get back on track

44.9%

of damp repairs completed year to date within target

TARGET SET: 92%

This measure output is currently good

We have improved since we last reported on this

95.6%

of repairs completed on the first visit

TARGET SET: 74%

We have flagged that this performance measure needs monitoring more closely

We have improved since we last reported on this

71.4%

of tenants are satisfied with repairs

Safety

You told us that:

  • When you are reporting Anti-Social Behaviour you want to understand more fully the process for this and the potential limitations
  • You told us that you want to feel safe in your home

We’ve been unable to access some homes for gas servicing and electrical testing and needed to take legal action to gain access, which has had an impact on our targets. Otherwise, we’re keeping up to date with safety checks and we’re on target for those homes we can access to make sure you feel safe and are confident that your home is well maintained.

Satisfaction with our approach to anti-social behaviour is also below the target we set, but above local and national averages. We are working closely with involved tenants to listen to your opinions and feelings to make positive changes based on feedback, putting you at the heart of our decision making.

TARGET SET: 100%

This measure output is currently good

There has been no change since we last reported on this

100%

of the proportion of homes with completed gas safety checks

TARGET SET: 100%

We’re not on track with this performance measure, we are looking at how we can improve

We are currently under performing here, and we’re doing what we can to get back on track

99.8%

of properties with electrical installations

TARGET SET: 100%

This measure output is currently good

There has been no change since we last reported on this

100%

of properties that have had asbestos management surveys carried out

TARGET SET: 100%

This measure output is currently good

There has been no change since we last reported on this

100%

of properties with a valid fire risk assessments

TARGET SET: 100%

This measure output is currently good

There has been no change since we last reported on this

100%

of properties with a valid legionella risk assessment

TARGET SET: 100%

This measure output is currently good

We have improved since we last reported on this

100%

of lift inspections carried out within statutory timescales

TARGET SET: 80%

We have flagged that this performance measure needs monitoring more closely

We have improved since we last reported on this

77.4%

of tenants are satisfied that their home is safe

TARGET SET: 74%

We have flagged that this performance measure needs monitoring more closely

We are currently under performing here, and we’re doing what we can to get back on track

67.9%

of tenants are satisfied with our approach to handling anti-social behaviour