How are we performing
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:
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.
We’re not on track with this performance measure, we are looking at how we can improve
We have flagged that this performance measure needs monitoring more closely
This measure output is currently good
This is not a percentage and is just a number
We have improved since we last reported on this
We are currently under performing here, and we’re doing what we can to get back on track
There has been no change since we last reported on this
This is a new measurement
We’re working on getting the data for this, we will keep you posted
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%
of tenants are satisfied that we listen to tenant views and act upon them
TARGET SET: 75%
of tenants are satisfied that we keeps tenants informed about the things that matter to them
TARGET SET: 86%
of tenants agree that we treat tenants fairly and with respect
TARGET SET: 3:00 minutes
minutes and seconds is the current average speed of answering tenants enquiries