Together with Tenants Charter performance

Together with tenants, we’re focusing on what matters and working towards delivering the promises we set out in our Together with Tenants Charter.  

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 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 first full year of this journey, and we’re confident that, with time and working with you, that 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 continue to 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. 

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 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 

This past year we have listened and… 

  • Launched a quarterly newsletter to keep you updated on the things we know matter to you
  • Started to communicate with you in a way that suits you whether that’s in your first language or large print, with key letters such as your rent statements and rent setting letters  
  • Investing in a new contact system to improve the quality of our service when you call our Customer Connect Hub   
  • Provided an improved face to face service. We re-opened a reception service for you at Regent Street and in Stockbridge Village. Appointments can also still be made at a place and time to suit you by contacting our friendly team at the Customer Connect Hub 

We know we still haven’t got it quite right with… 

  • Listening to your views and acting upon them  
  • Treating you fairly and with respect  

We understand that both are linked to your experience with our repairs services including how quickly we get the repair done, the work being completed, damp and mould and also issues around timely communications. In the next year, to make further improvements we plan to: 

  • Call you proactively to keep you up to date on the progress of your repairs 
  • Improve our digital app so that tenants can book and appoint repairs directly via our My Account+ App 

TARGET SET: 72%

Impartial

69.5%

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

TARGET SET: 75%

Happy

76.4%

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

TARGET SET: 86%

Impartial

82.6%

of tenants agree that we treat tenants fairly and with respect

TARGET SET: 30 seconds

Happy

27

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 

This past year we have listened and… 

  • Invested £93,396 through our community fund, local improvement grant and running costs grant and supported 146 projects. We also supported local partnerships in Salford, Oldham and Knowsley 
  • Supported Play Streets holiday activities for children investing £35,000 also offering a free meal 
  • Donated £11, 068 towards engaging young people in Little Hulton to support activity on the bike park and staffing costs for youth club sessions totalling £11, 068 
  • We have also supported Youth Clubs with both monetary investment and support from our Community Development Team 
  • Supported local environmental partnerships to tackle issues with flytipping, litter and to make green areas better for communities  

We know we still haven’t got it quite right with… 

  • Your satisfaction that we make a positive contribution to your neighbourhood  

TARGET SET: 69%

Happy

72.2%

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

TARGET SET: 79%

Sad

73.8%

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 

This past year we have listened and… 

  • Proactively encouraged you to report damp and mould, this meant an increase in repairs which was completed mid-way through the year 
  • Improved our delivery of damp and mould repairs, and by year end are meeting our service standard targets of inspections in ten days and completion of works in 40 days 
  • Introduced a yearly check to look for early stages of damp or mould so that we can put things right before any problems develop, keeping you safe and well 
  • Strengthened your customer service expectations through an updated contract with our property services contractor which includes more customer focused performance requirements 
  • Introduced new processes so that the operative looking after your repair can book follow up works on the job 
  • Listened to feedback and agreed to improve standards for new tenants moving into a ForHousing home (This enhanced voids standard will start from July 2024) 
  • Improved information available to tenants – providing reassuring building safety information about your home through our Safe Homes Portal, available on our website here.

We know we still haven’t got it quite right with… 

  • Your satisfaction with the repairs you receive  
  • Your satisfaction that your home is well maintained   

We know we still have lots to do to improve our performance, to make sure you are happy with the service you receive. This next year we plan to: 

  • Launch the repairs and maintenance service excellence group for tenants so we can listen and learn from you, and act upon your feedback to make positive changes to our services 
  • Have a planned approach to target homes and tackle damp and mould with the use of an Artificial Intelligence tool 
  • Improve our digital app so that tenants can book and appoint repairs directly via My Account+ 
  • Promote repair service expectations, progress, learning and successes 

TARGET SET: 90%

Sad

57.5%

of damp repairs completed year
to date within target

TARGET SET: 92%

Happy

96.2%

of repairs completed on the first visit

TARGET SET: 74%

Impartial

70.4%

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 

This past year we have listened and… 

  • Become more accountable to you through our Tenant Scrutiny function and reporting on our performance every quarter in our Together with Tenants Charter 
  • Invested £450,000 to improve our complaints service 
  • Made it simpler and easier to complain 
  • We’re also learning from complaints and making changes to processes with this feedback 

We know we still have lots do and performance may remain low until we have fully embedded the new and improved ways of doing things to our complaints service.    

We are also using feedback and insight to enhance our complaints service and investing resources into improvements to your experience when you need to complain or give us feedback. 

TARGET SET: 93%

Happy

95.6%

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

TARGET SET: 93%

Happy

99%

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

TARGET SET: 42%

Sad

33.8%

of tenants are satisfied with our approach to handling complaints

TARGET SET: 55%

Sad

44.4%

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

We’re listening and… 

  • We are introducing a planned approach to target homes and tackle damp and mould with the use of an Artificial Intelligence tool 
  • Introduced a safe homes portal, where you can check the safety information about your home  
  • Created a team of damp and mould surveyors and brought in additional subcontractors to help us complete any inspections and associated works within our service standard timescales  

We know we still haven’t got it quite right with… 

  • Your satisfaction that your home is safe  

Your safety is our number one priority. On some occasions, you can see we’re below target for some safety checks. This is because we were unable to access a select few homes and we’re working with those tenants to make sure we’re able to visit and take the steps need to make sure their homes are safe. 

TARGET SET: 100%

Impartial

99.99%

of homes have completed gas 
safety checks

TARGET SET: 100%

Impartial

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

78.5%

of tenants are satisfied that their home is safe

TARGET SET: 80%

Happy

74.3%

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

Impartial

73.6%

of tenants are satisfied that their home is well maintained