Together with Tenants Charter performance

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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 3 performance, from October – December 2023, 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 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:

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

We know how important it is for us to keep you informed on the things that matter to you, and for you to get in touch with us when you need to. We continue to send the tenant newsletter every three months to keep you updated on all the things you care about. It has also been six months since we launched the Customer Connect Hub, formerly known as the Service Centre, the team you speak to if you need to get in touch with us. Following this, the performance continues to be strong, and your calls are being answered even faster than the target we set.

Tenant satisfaction

TARGET SET: 72%

70.4%

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

TARGET SET: 75%

76%

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

TARGET SET: 86%

83.1%

of tenants agree that we treat tenants fairly and with respect

TARGET SET: 3:00 Minutes

01:16

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

Repairs & asset management

We still have some work to do here to get back on track. Where you are satisfied with our repairs services, it’s because you have had quick responses to your queries and our colleague have been helpful. However, some of you aren’t satisfied with your repair wait times, the communication you’ve had from us and the quality of your repair.

To help make improvements so that you are satisfied with the services we offer, we have a new process for when we visit your home to create any follow-on repairs appointments during the visit at the first point of contact. A ‘work in progress’ card has also been developed to help you understand what follow on repairs are needed.

Our damp repairs target is low, and we think this may because our reporting system isn’t quite right. We’re looking into the ways we can fix this.

We have also recently completed a scrutiny exercise, where tenants, just like you, review services to make improvements, you can click here to find out what positive changes have been made to damp and mould processes.

Influence & accountability

Our satisfaction with complaints still remains low, but we’re positive that, over time, we can get back on track so that you are satisfied with the services we offer. To help with this, we have created a central team which will be fully in place by April. They will respond to all queries, to sharpen up the way we do things. We have also changed the way we communicate with you about your complaint from the beginning to end, with one point of contact.

Safety

Your safety is our number one priority. You can see we are just under target for gas safety checks and electrical installations, this may be because we were unable to access a home and on another occasion the certificate expired during a different repair which delayed us completing the check.

We’re below target for homes with a valid Legionella Risk Assessment, and we have a plan in place to make sure we can visit homes and commercial properties.

Together with Tenants Charter performance

Communication & Visibility

Environment & Neighbourhood

Repairs & asset management

Influence & accountability

Safety