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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 3 performance, October 2024 – December 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.

Click here to view the Together with Tenants Charter

This year’s performance – April 2024 – September 2024:

Last year’s performance (April 2023 – March 2024): 

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

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%

Happy

72.4%

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

TARGET SET: 75%

Happy

79.8%

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

TARGET SET: 86 %

Impartial

85.4%

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

In quarter three, we supported 35 community groups with grants totalling £24,656.19 to positively contribute to the neighbourhoods you live in. 

We’ve also been working closely with other agencies and partners to tackle neighbourhood issues such as fly tipping, working to report issues to local authorities, supporting community groups to access funding and getting involved in local projects such as Clifton Clean and Green. 

TARGET SET: 69%

Happy

71.2%

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

TARGET SET: 75%

Happy

76.7%

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

From the below performance, you can see that we’re on or above target. This shows how most of the time we do get things right and you are satisfied with our services.  

But we know that when we do get things wrong, this can have a big impact. In these situations, we will do everything we can to put things right. Listening to you and making future improvements to services, by working with Wates – the company that has bought and taken ownership of Liberty Group. If you would like to read about this, click here.  

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 

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.

We still have some work to do to make sure you are satisfied with the complaints service you receive. We will do everything we can get this right, listening to you and making improvements based on the feedback we receive.

TARGET SET: 93%

Happy

98.9%

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 have been unable to gain access to 29 homes, and we continue to explore every option to make sure that tests are successfully completed. This may involve taking legal action to gain access so we can make sure homes are safe. We’re doing everything we can and working with our Homes Committee (ForHousing Board) to put this right.

TARGET SET: 100%

Happy

100%

of homes have completed gas safety checks

TARGET SET: 100%

Sad

99.8%

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

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: 75%

Impartial

73.9%

of tenants are satisfied that their home is well maintained