Skip to content
LinkedIn
Our documents
Toggle font size selector
  • Change font size to small
  • Change font size to medium
  • Change font size to large
Repairs
Repairs
Dec 10
MyAccount+
Appointments
Appointments
Pay rent
Pay rent
How to use our website

Together with Tenants Charter performance

Home > How we are performing > Together With Tenants

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 quarter 1 performance, from April 2024 – June 2024, has now been published below. 

 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.

To view previous quarter targets, click on a link below: 

Click here to view the Together with Tenants Charter

One year on

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 on or above targets

Our performance is heading in the right direction to reach our 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

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 

We know we haven’t got it quite right when measuring how we are doing with treating you fairly and with respect, and we are working with colleagues to put things in place so that you can be confident that you are being listened to and that we’re acting upon your needs.

We are currently undertaking a ‘Getting to know you’ project where we collect information about your household. We are asking you questions relating to how we can best communicate with you. For example, if you have sight differences and need a letter in large print, or if you have mobility issues that visitors to your home need to be aware of as it may take you longer to get to the door.

By asking you these questions we can help make sure the service you receive is fair and equal, and you are satisfied that we are treating your needs with respect.

TARGET SET: 75.2%

Happy

75.2%

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

TARGET SET: 75%

Happy

78.8%

of tenants are satisfied that we keep you informed about the things that matter to you

TARGET SET: 85.5%

Happy

86%

of tenants agree that we treat tenants fairly and with respect

TARGET SET: 1 minute, 30 seconds

Happy

35

seconds is the current average speed of answering tenants enquiries

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

We continue to work alongside tenants in our high rises through our building safety forum and have quarterly meetings to discuss the things that matter to tenants through our Safe Homes Officers.

We work closely with other agencies and partners such as local authorities and the police to make sure that we are working together to tackle neighbourhood issues, we also get involved in local projects, such as supporting the build of the community pavilion in Peel Park. We continue to offer funding to community groups so that they can apply for funding to help deliver projects that make a difference in your neighbourhoods.

TARGET SET: 69%

Happy

73.2%

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

TARGET SET: 75%

Happy

77.3%

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 know we have some work to do to improve our performance, to make sure you are happy with the service you receive.

To help with this, we have recently launched a Repairs and Maintenance Service Excellence Group that is made up of tenants. They will be looking at information relating to performance, customer satisfaction, complaints and other areas of how our repairs contract is being managed. The Excellence Group will be an opportunity for tenants, just like you, to bring real-life experiences to help make improvements to the repairs and maintenance service.

We know by listening and learning from you, we can improve your satisfaction with the service you receive. We have taken steps to improve our performance on damp and mould with the performance of 98.7% the highest performance since we began measuring this target.

Overall, in repairs we know there is still work to be done and dissatisfaction with the service is caused by:

  • Repair work not being completed
  • Coordination of multi-trade repairs, where more than one trades person is required
  • Issues with communication such as missed appointments, the contractor attending when you are not expecting it and cancelations of jobs

We continue to put things in place so we can further improve our performance by:

  • Starting a new follow-on work appointment process
  • Calling you before multi-trade jobs
  • Getting in touch with you to make sure the job is complete
  • Starting a new video process to look at the jobs that need doing at your home before we attend

TARGET SET: 100%

Sad

98.7%

of damp repairs completed year
to date within target

TARGET SET: 92%

Happy

98%

of repairs completed on the first visit

TARGET SET: 74%

Happy

81.3%

of tenants satisfied with repairs

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 

We know we still have work to do to make sure you are satisfied with our complaints service and the way we handle complaints, as we’re below target. We carried out an internal review of our complaints service and our new service launched at the end of June 2024.  We will continue to listen and learn from tenant feedback through complaints and through surveys whenever a service has been delivered.

TARGET SET: 98.9%

Sad

93%

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

TARGET SET: 93%

Happy

100%

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

TARGET SET: 42%

Impartial

41.4%

of tenants are satisfied with our approach to handling complaints

TARGET SET: 55%

Sad

33.8%

of tenants are satisfied with
our complaints service

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

Our performance shows we still haven’t got it quite right and some of you are not satisfied that your home is safe and well maintained. We have some work to do, and the performance shows we are improving but we are not quite on target.

We are slightly out of target on electrical installations as we were unable to access some homes for electrical testing. To improve this, we have reviewed the notice that we give to you to start the work, as well as the letters you receive. We continue to work closely with our colleagues in the Neighbourhoods Team to get access to homes where we need to, so we can make sure you receive the safety checks your home needs.

TARGET SET: 100%

Happy

100%

of homes have completed gas safety checks

TARGET SET: 100%

Sad

99.8%

of homes have had electrical installations

TARGET SET: 100%

Happy

100%

of homes have had asbestos management surveys carried out

TARGET SET: 100%

Happy

100%

of homes have had a valid fire risk assessment

TARGET SET: 10%

Happy

100%

of homes have a valid legionella risk assessment, our target is 10%

TARGET SET: 100%

Happy

80.8%

of tenants are satisfied that their home is safe

TARGET SET: 74%

Happy

76.4%

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

TARGET SET: 74%

Happy

100%

of lift inspections carried out within statutory timescales

TARGET SET: 82%

Impartial

73.9%

of tenants are satisfied that their home is well maintained