TENANT SATISFACTION MEASURE
How well we’re performing on service delivery
Peta Caine tells us her first impressions, and what she’s looking forward to achieving
FROM OUR LONGEST TENANT ...to some of our newest!
Dear Residents,
Welcome to your summer edition of @Home, your magazine from the City of London Housing Division.
In this issue you will find results of our Tenant Satisfaction Measures survey, and our report on Complaints. We hear from one of our longest residing tenants, Dolly Wren, and from some of our newest tenants who have moved into the new flats on Isleden House.
Thank you to everyone who took part in the consultation to develop the draft housing strategy, which sets out the City of London Corporation’s vision for the successful delivery of housing services and future supply of new housing over the next 5 years.
We had 80 responses to the online questionnaire and were also pleased that residents were able to take part in the webinar sessions. The sessions provided an opportunity to highlight key housing issues and to give views on the proposed priorities and actions with
the final set of priorities agreed as below:
• Improve the quality of housing services
• Improve housing quality
• Engage and listen to residents
• Improve building safety
• Increase the supply of housing
Over the summer, the Assistant Director for Housing will be working with her senior management team to develop an action plan, with timescales, to deliver each of the priorities within the strategy, with the final strategy being approved for delivery in September.
The strategy provides a roadmap for our areas of focus over the next 5 years and we will be reporting on how we are delivering against each of the priorities annually.
I hope you enjoy this issue of @Home, if you have feedback, email home@cityoflondon.gov.uk.
An interview Peta Caine, new Housing Assistant Director Peta tells us her first impressions and what she’s looking forward to achieving
Tenant Satisfaction Measures
12 customer perception measures, and 10 performance measures
Resident Focus Project
What’s been done, what we’re working on and what to look out for
Looking at how many complaints have been received last year
Do I need contents insurance?
Hear from the City Insurance Team
Growing Green: Estate gardens
Check our the greenery on your estates
From our longest residing tenant Dolly Wren... We hear about Dolly’s life on Isleden House and her brushes with royalty
...To our newest Isleden tenants
Following the completion of three new flats, we hear from their new tenants
Do you know someone who is being radicalised? Support from Prevent on intervening early
Can you complete it?
In April 2023 the Regulator of Social Housing introduced a new set of Tenant Satisfaction Measures (TSMs). These measures track how well social landlords are doing at providing quality homes and services, with all social housing providers in England required to report on their performance.
66.7% Overall satisfaction
64.3%
Satisfied their home is well maintained
67.0% Satisfied with the repairs service
71.7% Satisfied their home is safe
71.6% Satisfied they are treated fairly and with respect
66.2% Satisfied with time taken to complete repairs
53.2% Satisfied their views are listened to and acted on
38.3% Satisfied with complaints handling
69.6% Satisfied their landlord makes a positive contribution to their neighbourhood
74.0% Satisfied they are kept informed
73.5%
Satisfied their communal areas are kept clean and well maintained
66.8% Satisfied with handling of antisocial behaviour
There are 22 Tenant Satisfaction Measures to report on, split into two parts:
12 customer perception measures: These show tenant satisfaction with the services we provide.
10 performance measures: These measures are based on our internal performance information.
99.5%
Homes have gas safety checks completed
100% Fire risk assessments completed
92.8% Asbestos management surveys completed
56.9 Stage One complaints received (per 1000 homes)
100% Legionella risk assessments completed
15 Stage Two complaints received (per 1000 homes)
8.4%
Homes do not meet the Decent Homes Standard 71.9% Non-emergency repairs completed within target timescale
78.8% Emergency repairs completed within target timescale
100% Lift safety checks complete
21.2 Anti-social behaviour cases (per 1000 homes)
1 involving hate crime
76.4% Stage One complaints responded to within timescales
72.4% Stage Two complaints responded to within timescales
4. Which Scottish tennis player withdrew from Wimbledon to prioritise the Olympics?
6. Olympic gold medals are made of gold and __?
8. Every Olympics ends with what kind of ceremony?
9. Which colour is missing from the Olympic rings; red, blue, yellow and green
10. The Athletics will be held in the Paris ‘Stade de __?’
1. Where were the 2000 Olympics held?
2. Which Olympic sport involves wave riding?
3. Which Olympic sport requires paddles?
5. In the ancient Greek Olympics they were awarded an olive __?
7. How many rings are in the Olympics symbol?
Celebrate strawberry season with these moreish crumble buns. This super simple recipe only calls for 7 ingredients, but makes an impressive sweet treat that will brighten up any summer table! You could even switch out the strawberries for another fruit of your choice.
For the buns:
• 70g room temperature butter
• 300g plain flour
• 2 eggs
• 75g sugar
• 7g dried fast action yeast
• 100ml milk, lukewarm
For the topping:
• 70g plain flour
• 60g sugar
• 50g chilled butter
• 250g strawberries, halved
• Icing sugar (for dusting)
1. Heat the oven to 180C/fan 160C/gas 4.
2. Melt the 70g butter and let it cool.
3. Sift 300g flour into a bowl, add the eggs, 75g sugar and the yeast and mix everything with a spoon.
4. Slowly add the lukewarm milk and cooled butter. Mix until all ingredients are well combined into a very soft, sticky dough.
5. Cover the bowl with a clean cloth and put in a warm place to rise for 40–60 mins until doubled in volume.
6. To make the crumble, combine the 70g flour with the 60g sugar and 50g chilled butter. Rub the butter into the flour until you have a breadcrumb-like texture. Let it chill.
7. When the dough has risen, divide it into six portions, squashing it down slightly and then shape each into a ball on a floured worksurface – the dough may still be sticky, so dust it with flour and work quickly. Flatten the balls gently with your hand so that they look like buns. Put on a baking tray lined with baking parchment.
8. Divide the strawberries between the buns, putting them in the centre of each and sprinkle with crumble.
9. Bake the buns for 25 mins until puffed and cooked.
10. Cool and then dust with icing sugar.
If you would like to see your favourite recipe featured in a future edition, please email home@cityoflondon.gov.uk
020 7332 1343 | benefits@cityoflondon.gov.uk
• Almshouses: 020 7274 1337 | almshouses@cityoflondon.gov.uk
• Avondale Square: 020 7237 3753 | AvondaleSquareEstate@cityoflondon.gov.uk
• Holloway: 020 7607 3207 Hollowayestateteam@cityoflondon.gov.uk
• Golden Lane: 020 7253 2556 | GoldenLane@cityoflondon.gov.uk
• Harman Close: 020 7237 1696 | Harman.Close@cityoflondon.gov.uk
• Isleden House: 0207 226 2892 | Isleden.House@cityoflondon.gov.uk
• Middlesex Street, Dron House, Spitalfields and Windsor House: 020 7247 4839 | Middlesex.Estate@cityoflondon.gov.uk
• Southwark, Horace Jones and William Blake: 020 7620 3702 | Southwark@cityoflondon.gov.uk
• Sydenham Hill: 020 7620 3702 | Sydenham.Hill@cityoflondon.gov.uk
• York Way: 020 7607 3119 | Yorkway.EstateTeam@cityoflondon.gov.uk
You can report issues relating to cleaning and grounds maintenance on your estate by email: estateservices@cityoflondon.gov.uk
If you would like to speak to someone instead, please call your local estate office
020 7332 1647 / 3208 | homeownership@cityoflondon.gov.uk
020 7332 1237 / 3452 | hadvice@cityoflondon.gov.uk
0800 035 0003 | propertyservices@cityoflondon.gov.uk
020 7332 3937 – (ask for housing rents) DCCS-rentsteam@cityoflondon.gov.uk
To contact us about rent arrears, please call your local estate office or email us at incomerecoverofficer@cityoflondon.gov.uk
Repairs – between 5:00pm and 8:00am, emergencies only, call 0800 035 0003
For urgent estate matters outside normal office hours, other than repairs, please call 020 7256 6583