Resident satisfaction

Tenant Satisfaction Measures – a new way to provide feedback

From 1st April 2023, all social housing tenants are being provided with a new way to give valuable feedback on the services provided by their landlords.

The Regulator of Social Housing has created the new system, called ‘Tenant Satisfaction Measures’ (TSMs), for assessing how well social housing landlords in England are doing at providing good quality homes and services.

The Regulator of Social Housing conducted a series of consultations between December 2021 to March 2022 to develop the TSMs, and we’re pleased to report that members of our Resident Scrutiny Panel were involved in these consultations.

Starting from the beginning of April 2023, like every social landlord in England, we began sending out TSM surveys to people that rent homes from us, usually on the anniversary of their tenancy.

The main aims of the TSMs are to:

• Let residents see how well their landlord is doing

• Give the Regulator of Social Housing an idea of which landlords might need to improve things.

The survey has 12 questions for residents to answer, and starting from Autumn 2024, the results will be published annually, to show residents how their landlord compares to others.

Adam Gould, CCHA’s Head of Customer Service and Engagement, said:

Colleagues in the Customer Experience Team started piloting the TSMs with a small number of residents from January 2023 and are happy that the system is working as it should in readiness for the launch on 1st April 2023.

The TSMs have been developed as a result of the 2020 Social Housing White Paper: Charter for Social Housing Residents, which you can find out more about by following the link

You can also find out more about the new TSMs and why they have been introduced here: Introduction of tenant satisfaction measures – GOV.UK (w ww.gov.uk)

Alongside the TSMs, we’ll continue to carry on sending you our service satisfaction surveys. These are sent to residents each time a service is received from us. The only exception to this is grounds maintenance and communal cleaning, where we will invite all residents who receive this service to provide satisfaction feedback once a year, due to the number of visits carried out.

Adam continued:

Satisfaction survey feedback

It’s really important to us that we monitor the feedback we receive on the services we deliver, as it helps inform how we can make improvements. The table below provides an overview of the resident satisfaction feedback we received during the 2022/23 (1st April 2022 to 31st March 2023), from our service satisfaction surveys.

As you will see from the table above, the overall satisfaction with CCHA services is in line with the targets set, with all service areas meeting or exceeding the targets we’ve set, with the exception of communal cleaning. As this is slightly below target, we’re quality monitoring it closely, to identify where improvements can be made.

Resident satisfaction data is shared with our Resident Scrutiny Panel. If feedback for a service area is falling short of expectations, they may choose this area as the topic for their next scrutiny exercise. This was the case when they chose to scrutinise the CCHA Aids and Adaptations service, which was below target during 2021/22. Thanks to the findings and recommendations from this exercise, the satisfaction is now above target.

During 2022/23, we had a target to achieve 90% or above for overall satisfaction with CCHA’s services. The graph below gives an overview of resident satisfaction throughout the year, during 2022/23. On average, resident satisfaction was above the target set, which is extremely encouraging.