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Together with Tenants Charter

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 4 performance, January 2025 – March, 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.  

Click here to view the Together with Tenants Charter

First year performance (April 2023 – March 2024): 

Second year performance (April 2024 – June 2025):

If you would like to see how we have delivered on all of our commitments in the first year, click here.

Celebrating our second year

We’ve been reflecting on how we’ve worked together to deliver the promises we set out in the second year of the Together with Tenants Charter.  

Kelly, tenant and Customer and People & Culture 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’re currently answering your calls within 66 seconds, which is within target. We’re also proactively calling you if we need to follow up on something. Whether that’s making sure that you have a new appointment if you have missed one or checking in to see if you’re happy with your repair.  

We have also introduced Recite Me to our website, which improves the way information is presented in a way that is easy to understand. This will be helpful for those who are neurodiverse, who may require a different font, colour or text size. To read more about its features, click here. 

Our performance also shows us that some tenants don’t feel that they are treated fairly and with respect. To understand why you may feel this way, we have added this question to the survey you receive after you receive a service from us so we can listen, learn and make positive changes.  

TARGET SET: 72%

Impartial

66.5%

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

TARGET SET: 75%

Happy

75.1%

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

TARGET SET: 86 %

Impartial

85.5%

of tenants agree that we treat tenants fairly and with respect

TARGET SET: 3 minutes

Happy

66 seconds

is the current average speed a call is answered

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

Community Voice are locally based groups made up of tenants, residents, colleagues and guests from key partners such as the Police. They meet every three months in Fitton Hill, Salford and Stockbridge Village. 

In quarter three, they discussed key things that are important to you in your neighbourhoods, held us to account for how we deliver our services, worked with Scrutiny and made important decisions about funding applications to our Community Fund. Click here to see everything that was discussed. 

We also continue to work closely with partners to deal with issues such as fly tipping, grounds maintenance and anti-social behaviour. 

We have also reintroduced the Customer and Tenant Reviewers, who are tenants. They review the work we do and make sure we are delivering a service you are satisfied with. If there are any issues, these are reported to us and we put plans in place to make things right.  

We now have a Communal Areas Policy to help you, and your neighbours feel safe in your homes. This new approach lets us remove items that may cause a fire risk to ensure we keep tenants and homes safe. 

TARGET SET: 69%

Happy

70.5%

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

TARGET SET: 75%

Happy

75.7%

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

You can see that we are below performance for ‘damp repairs completed year to date within target’. We’re not quite hitting our target of 100%. This data is a year-to-date average, and performance issues earlier in the year have brought the average down. However, performance from October 2024 – March 2025 has been at 100%. We’re working on this and focusing on maintaining this performance.  

We’re above target for ‘repairs completed on the first visit’ and your satisfaction with the service you receive. This shows how the improvements to services, by listening and learning and acting upon your feedback has positively impacted the way we do things. The sale of Liberty to Wates has also helped to make sure you’re satisfied with the service you receive.  

TARGET SET: 100%

Sad

95.6%

of damp repairs completed year
to date within target

TARGET SET: 92%

Happy

93.2%

of repairs completed on the first visit

TARGET SET: 74%

Happy

76.1%

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 

Performance has improved following the investment in services as it has meant that we are able to reply to and deal with complaints in a timely manner which is reflected in the improved performance for the Ombudsman’s timescales. 

We are listening and learning from tenant complaints to make positive changes to our repair’s services, this has included improved staff training and better communication. 

TARGET SET: 93%

Happy

100%

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%

Happy

43.8%

of tenants are satisfied with our approach to handling complaints

TARGET SET: 55%

Sad

48.3%

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 we are listening and learning from you, and we understand that areas of dissatisfaction come from: 

  • Feeling unsafe because of outstanding repairs  
  • Damp and mould 
  • Security such as poor locks on doors and windows 
  • Anti-social behaviour 
  • Suitability of your home 

Tenants who completed the survey to tell us why they feel this way have been contacted to make sure we can do all we can to act upon their feedback. 

We have also seen that performance for ‘satisfaction when handling anti-social behaviour (ASB)’ has reduced since last quarter, but we still perform above the sector average in the North West. We understand, from listening and learning, this is because of the speed of service and communication.  

ASB cases are very sensitive and complex, with limits to the information that can be shared which impacts the speed in which we can resolve any issues. To improve this, we are ensuring that our colleagues have training on how to effectively communicate with you and how to have difficult conversations.  

TARGET SET: 100%

Happy

100%

of homes have completed gas safety checks

TARGET SET: 100%

Impartial

99.9%

of homes have had electrical installation tests

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: 100%

Happy

100%

of homes have a valid legionella risk assessment

TARGET SET: 82%

Impartial

79.8%

of tenants are satisfied that their home is safe

TARGET SET: 74%

Impartial

73.4%

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: 74%

Happy

74.6%

of tenants are satisfied that their home is well maintained