Our charter is a set of measurable commitments that has been developed by listening and working together with tenants, to make a difference and create services that are person-centred, inclusive, and work. It also outlines what we’re planning to do by listening to your feedback and how we will report on what we’ve done, to give you confidence that we are doing what we said we were going to do.
The charter was launched in April 2023, 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 you wanted us to focus on so that we can help improve our services, and this shaped our Together with Tenants Charter.
From the issues raised from your feedback, five themes we’re created for us to monitor and make improvements. The below performance shows 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.
Our quarter 3 performance, October 2024 – December 2024, has now been published below.
This year’s performance:
Last year’s performance (April 2023 – March 2024):
We’ve been reflecting on how we’ve worked together to deliver the promises we set out in our first full year of the Together with Tenants Charter. We know we still have lots to do, but we the charter keeps us on track and means we won’t lose sight of what we’re trying to do.
Kate, tenant and Customer Committee member talks about her involvement and her thoughts one year on from when we launched, to read her blog, click here.
If you would like to see how we have delivered on all of our commitments this past year, view the booklet below:
Below is a key of what each of the faces mean:
Our performance is on or above targets
Our performance is heading in the right direction to reach our targets
We still have lots to do, and our teams are working hard to reach targets
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
Through surveys and data, we know that most of the time you are happy with how we treat you fairly and with respect, however, there may be times when you feel like we don’t. We understand that this is because of our repairs service, and we will do everything we can to put this right by working with Wates – the company that now owns Liberty. If you would like to read about this, click here.
TARGET SET: 72%
72.4%
of tenants are satisfied that we listen to your views and act upon them
TARGET SET: 75%
79.8%
of tenants are satisfied that we keep you informed about the things that matter to you
TARGET SET: 86 %
85.4%
of tenants agree that we treat tenants fairly and with respect
TARGET SET: 3 minutes
66 seconds
is the current average speed a call is answered
