Havering TSM 2024-2025 Report by Havering Council

chris.elliott@housemark.co.uk housemark.co.uk

2024/25 Report

Tenant Satisfaction Measures (TSMs) were introduced in 2023/24 as a regulatory requirement for all landlords in England. There are 22 TSMs – of which 12 are sourced from a tenant perception survey.

This report provides results for period 2024/25.

The results in this report are based on 825 responses* (*based on TP01 overall satisfaction responses) – collected by online survey.

Based on a total of 8,778 properties and the 825 responses received this year the overall margin of error for the survey is +/-3.25% (compliance requiring minimum of 562 responses with margin of error +/-4.0%).

As well as the mandatory questions, respondents were also given the opportunity to say in their own words:

• Why they gave the score they did on TP01 (overall satisfaction).

• In terms of service improvement priorities, what are the top three services that you feel need improvement and why you chose these as your priorities?

• What would encourage you to get involved with Housing to help shape the services we provide?

• How can we personalise our service to better meet your individual needs?

• We publish a ‘You Said, We Did’ article updating you on some of the service improvements / changes we have made as a result of your feedback. Please tell us what information you would like to see in this publication / article in the future?

• You have told us ‘what’ information you want to see in our publications. Please tell us ‘how’ you would like to see this information?

• How would you like to complete the satisfaction surveys you receive from Housing services?

• If you could change one thing about the service Housing provides, what would it be and why?

TSM Results

Executive Summary

Key Findings:

• Overall Satisfaction: Overall satisfaction is at 44.5%, a significant decrease of 19.3% from the previous year.

• TSM Scores: All scores have declined compared to the previous year. The largest decrease was in treating tenants fairly and with respect (down 27.7%).

• Top Satisfaction Areas: Tenants are most satisfied with the overall repairs experience (55.1%) and the speed of repairs (54.3%).

• Lowest Satisfaction Areas: The lowest satisfaction scores were for complaint handling (16.9%) and anti-social behaviour (ASB) handling (30.2%).

Benchmarking:

• When benchmarked against national and peer group medians, all scores are lower than the national average.

Key Drivers of Satisfaction

• Listening to views and acting upon them, keeping the home well-maintained, and overall handling of repairs have the strongest impact on overall satisfaction.

Areas for Improvement

• Complaint Handling: Improve the approach to handling complaints to increase tenant satisfaction.

• ASB Handling: Monitor and improve the handling of anti-social behaviour.

• Repairs Experience: Focus on the overall repairs experience, including the general maintenance of homes.

• Engagement: Enhance engagement by listening to tenant views, acting on feedback, and keeping tenants informed.

Next Steps

• Action Plan: Develop and implement an action plan based on the survey results.

• Communication: Improve internal and external communication of results and actions taken.

• Continuous Improvement: Regularly review and update strategies to ensure ongoing improvement in tenant satisfaction.

Sample Data

TSM Scores

TP01 (Overall Satisfaction)

TP01 (Overall Satisfaction) by age

Under 25 (8)

25-34 (71)

35-44 (154)

45-54 (174)

55-64 (184)

65-74 (153)

75-84 (67)

Over 85 (14)

TP01 (Overall Satisfaction) by management area

BETRA (15)

DELTA (14)

GENERA (702)

HOSTEL (19)

PETRA (8)

SHELTD (67)

TP01 (Overall Satisfaction) by ward

Overall

Beam Park (27)

Cranham (18)

Elm Park (59)

Gooshays (165)

Hacton (19)

Harold Wood (15)

Havering Park (78)

Havering-atte-Bower (2)

Heaton (152)

Hylands and Harrow Lodge (27)

Marshalls & Rise Park (15)

Mawneys (49)

Rainham and Wennington (16)

Rush Green and Crowlands (25)

South Hornchurch (47)

Squirrels Heath (16)

St. Alban's (28)

St. Andrew's (44)

St. Edward's (21)

Upminster (2)

TP01 (Overall Satisfaction) by home type

Bedsit/ studio (3)

Bungalow (33)

Flat (445)

Flat Above Shop (4)

House (294)

Maisonette (43)

Maisonette Above Shop (3)

TP01 – Overall Satisfaction comment themes in here (very satisfied)

When analysing comments from respondents scoring ‘very satisfied’ with their overall satisfaction, key themes include:

Customer Service: The comments frequently highlight the quality of service provided, with many tenants expressing satisfaction with the assistance they receive. Words like "excellent“ and "reliable" are commonly used to describe the service. Tenants appreciate the prompt and efficient responses to their needs, indicating a generally positive perception of the service quality.

"Ididn’tfindanyproblemswiththeservicebefore"

"Callsansweredingoodtimeandservicedelivered"

Repairs: The theme of repairs is also prominent, with tenants discussing their experiences with maintenance and repair services. While some mention minor issues, the overall sentiment is positive, as repairs are typically handled quickly and satisfactorily. The ability to report repairs easily and have them resolved promptly contributes to the tenants' overall satisfaction with the housing services.

"I’vehadacoupleofminorissueswiththeplumbing,butthesewereresolvedquicklyandsatisfactorily."

“Repairsarealwaysactedonquickly"

Speed of Resolution: Speed and efficiency of dealing with issues are recurring themes in the comments. Tenants often mention how quickly their issues are addressed, whether it's repairs, inquiries, or other services. The promptness of the responses seems to be a significant factor in tenant satisfaction, with many noting that their problems are resolved swiftly and effectively.

"Neverhadaproblemifanythingneededrepaired,theycameanddidthework"

"Whenassistanceisneededitarrivesquickly.”

TP01 – Overall Satisfaction comment themes in here (very and fairly dissatisfied)

When analysing comments from respondents scoring ‘fairly’ and ‘very’ dissatisfied’ with their overall satisfaction, key themes include:

Repairs: Many comments mention issues related to repairs, including delays, incomplete work, and the quality of repairs. Tenants frequently express frustration with the time it takes to get repairs done and the lack of follow-up.

“Ihavealotofdifficultyinreportingneededrepairs."

“Withrepairsthereisalwayshalfajobdoneandnoonecares."

Communication: Communication is another prominent theme, with tenants highlighting problems such as lack of updates, inconsistent information, and difficulty in reaching the council. There are mentions of feeling unheard and ignored, as well as issues with automated services.

"Nobodycommunicateswithme,andwhentheydoI’mtolddifferentthingsbydifferentpeople."

"Thereneedstobebetter/morecommunicationinregardstorequestedrepairs."

Service Quality: The overall quality of service provided by the council is a significant theme. Comments range from satisfaction with the service to severe dissatisfaction, with some tenants feeling neglected and unsupported. Issues such as slow response times, poor maintenance, and inadequate support for vulnerable tenants are commonly mentioned.

“Igetareallypoorservicefromhousingofficer."

"Services are almost non-existent."

TP01 – Overall Satisfaction comment themes in here (very and fairly dissatisfied)

When analysing comments from respondents scoring ‘fairly’ and ‘very’ satisfied’ with their overall satisfaction, key themes include:

Mould and Damp: Several comments mention problems with mould and damp in the properties. Tenants express concerns about the health implications and the lack of effective solutions provided by the council. This theme highlights ongoing issues with property maintenance and the impact on tenants' living conditions.

"Overall support for tenants with mould and damp, communication with the housing."

"Damp in some of the rooms. Also no heating in main bedroom. Need new radiator. All they do is fix my problem. It lasts roughly a day then it goes back to normal."

"Mould gets worse and council just wash the walls down what I do."

Response Time: The speed at which the council responds to issues is a recurring theme. Tenants often mention long waiting times for repairs, updates, and communication. Delays in addressing problems contribute to overall dissatisfaction with the service.

"Response is slow and they rarely call back when they say they will."

"Time to respond could be shorter."

"Because not housing officer not responding call and rude."

TP01-TP12 Spread of Scores

TP02 / TP03 - Repairs

TP02 Satisfaction with overall repairs service

73.3% (576) of

TP03 Satisfaction with time taken to complete repairs TP01 Overall

TP09 – Complaint Handling

TP01 Score for those who have not made a complaint

TP09 Satisfaction with approach to complaint handling

33.4% (248) of tenants have indicated they have made a complaint in the last 12 months

TP01 Score for those who have made a complaint

TP01 Score for those who very dissatisfied with approach to complaint handling

TP01 Score for those who very satisfied with approach to complaint handling

TP10 – Communal Areas

54.9% (407) of

Key Driver Analysis / Benchmarking

Key Driver Analysis

Customer satisfaction offers an excellent insight into tenant’s perspectives and their experiences with services. Key driver analysis takes this one step further by exploring the relationship between specific aspects and overall satisfaction.

Correlation analysis looks to identify a relationship between individual TSM questions (TP2 – TP12) with the overall satisfaction question (TP01).

The correlation determines a value between 0 and +1. The larger the number, the strong the impact on overall satisfaction. Typically, factors that have a correlation factor of 0.5 has a relatively large impact on overall satisfaction. Factors of 0.7 and above are regarded as having a very strong impact on overall satisfaction.

Key Driver Analysis

Correlation with overall perception

Benchmarking TP01-TP06

Benchmarking TP07-TP12

Additional Questions

In terms of service improvement priorities, what are the top three services that you feel need improvement?

Why choose these options?

Damp and Mould Issues: Many comments highlight severe damp and mould problems in properties, which are causing health issues and damage to homes.

Poor Quality of Repairs: There are numerous complaints about the quality of repair work being poor, rushed, or incomplete, leading to ongoing issues.

Lack of Communication: A significant number of comments mention the lack of communication from housing services, including not being informed about repair appointments and not receiving responses to requests.

Security Concerns: Issues with security doors being left open or damaged, and concerns about safety due to drug use and anti-social behavior in the area.

Maintenance and Cleanliness: Comments frequently mention the poor maintenance of communal areas, including rubbish dumping, overgrown gardens, and unclean pavements.

What would encourage you to get involved with Housing to help shape the services we provide?

Communication: Many comments emphasise the importance of better and consistent communication between tenants and housing officers. Improved communication can help tenants feel heard and understood, fostering a sense of involvement and trust.

Safety and Cleanliness: Ensuring the safety and cleanliness of the neighbourhood is a significant motivator. Tenants want clean, safe streets and well-maintained properties, which can enhance their living conditions and encourage participation.

Listening and Acting on Feedback: Tenants are encouraged when they feel their opinions and concerns are taken seriously and acted upon. Acknowledging and addressing tenant feedback can build confidence and willingness to engage.

Transparency: Providing transparency around service charges, maintenance schedules, and housing policies can help tenants feel more informed and involved. Clear and open communication about how decisions are made, and resources are allocated is crucial.

Community Involvement: Opportunities for tenants to participate in community projects, meetings, and decisionmaking processes can foster a sense of belonging and empowerment. Engaging tenants in meaningful ways can encourage them to contribute to the betterment of their community.

How can we personalise our service to better meet your individual needs?

Communication

• Ensure tenants receive updates through their preferred method, whether it's email, phone, or text. This helps keep them infor med about relevant services and support.

• After a complaint or request is made, follow up promptly to let tenants know the status and any actions taken. This builds trust and shows that their concerns are being addressed.

• Use clear, precise language in all communications. Avoid jargon and ensure that tenants understand the information being provided.

Accessibility

• Simplify the process for tenants to request repairs. This could include an easy-to-navigate online portal or a dedicated phone line.

• Aim to respond to repair requests quickly and efficiently. This reduces frustration and ensures that issues are resolved promptly.

• Offer appointment times outside of regular working hours, such as evenings and weekends, to accommodate tenants' schedules.

Support for Vulnerable Tenants

• Provide tailored support for disabled and elderly tenants. This could include modifications to their living spaces or additional assistance with daily tasks.

• Train staff to be empathetic and understanding of the unique challenges faced by vulnerable tenants. This helps create a supportive and respectful environment.

• Schedule regular check-ins with vulnerable tenants to ensure their needs are being met and to address any new concerns that may arise.

How can we personalise our service to better meet your individual needs?

Maintenance and Repairs

• Ensure that repair requests are handled promptly and effectively. This includes timely responses and high-quality workmanship.

• Conduct regular inspections of properties to proactively identify and address issues before they become major problems.

• Make sure that repairs are completed to a high standard and that tenants are satisfied with the work done.

Tenant Involvement

• Hold regular meetings with tenants to discuss their concerns and gather feedback. This helps ensure that their voices are heard and their needs are understood.

• Involve tenants in decision-making processes related to their living environment. This could include consultations on planned improvements or changes to services.

• Use surveys to gather detailed feedback from tenants about their individual needs and preferences. This information can be used to tailor services more effectively.

Please tell us what information you would like to see in this publication?

Updates on Local Events and Initiatives:

• Information about local events, public consultations, community meetings, and festivals.

• Introduction of new initiatives or programs, such as sustainability projects, community safety measures, or educational workshops.

Improved Communication and Transparency:

• Provide details on how residents can share feedback, participate in council meetings, or get involved in shaping local policies.

• Provide regular updates on repairs, changes, and improvements in the community.

• Deliver clear communication about funding cuts and how they impact services.

Community Engagement and Volunteer Opportunities:

• Encourage residents to become estate contacts and volunteer in the community.

• Provide opportunities for residents to get involved in local advisory boards, neighbourhood clean-up efforts, and support for community events.

Accountability and Action on Issues:

• Addressing anti-social behaviour and resident problems.

• Ensure accountability for repairs and social behaviour.

• Highlight measures to improve safety and security, such as installing cameras and better estate management.

Maintenance and Cleanliness:

• Highlight efforts to keep the area clean, including better rubbish clearing and clamping down on fly-tipping.

• Highlight and promote regular maintenance of communal areas, including cleaning and repairs.

How tenants would like to see this information in publications

Havering website (89) At The Heart (69) Facebook (38) X (Twitter) (18) You Tube (18)

How would you like to complete the satisfaction surveys you

If you could change one thing about the service Housing provides, what would it be and why?

Comments from respondents consider the following main themes:

Improve the repairs experience:

• Ensure repairs are done correctly the first time, using skilled contractors.

• Reduce waiting times for repairs, especially for urgent issues.

• Implement follow-up checks to ensure repairs meet standards.

Improve Housing Quality:

• Regularly maintain housing to prevent issues like damp and mould.

• Update facilities such as kitchens, bathrooms, and windows to modern standards.

• Address overcrowding by helping tenants move to more suitable housing.

Improve Communication:

• Regularly update tenants on the progress of their enquires.

• Provide clear and concise information about services, procedures, and timelines.

• Use various communication channels to ensure all tenants can access information.

Better Staff Training:

• Provide customer service training to staff to improve their interactions with tenants.

• Encourage staff to be more empathetic and supportive, especially when dealing with vulnerable tenants.

• Ensure that staff respond to tenants' concerns quickly and effectively.

Conclusions / Next Steps

Feedback

“Thesmallestofactionsisbetterthanthegreatest of intentions”

Any kind of ongoing research is cyclical in nature.

But it’s what you do (or not as the case may be) in between the research that can make a profound difference to your scores.

1. Research is the easy part – that’s why most organisations undertake customer feedback. The next steps are where the challenge exists:

2. Only half of organisations feedback results internally.

3. A third of organisations create an action plan.

4. A quarter actually ‘do stuff’ – implement the action plan.

5. 1 in 10 organisations effectively feedback results externally.

5. Feeding results back externally (‘you said…we did’)

4. Implementing the plan –‘doing stuff’

3. Creating an action plan

2. Feeding back results internally

1. Research

Improvement

All research is insightful, but for our purpose we also want the research to be actionable.

In order to deliver change, the survey should help provide focus by identifying a small number of areas to take action:

• Relative low impact / low satisfaction (e.g. ASB handling / Complaint handling).

• High impact / low satisfaction (e.g. Listening to views and acting up on them / Home well maintained).

• High impact / high satisfaction (e.g. overall repairs experience)

• Relative low satisfaction scores (e.g. complaint handling, ASB handling, listening to views and acting upon them)

Low satisfaction / High Impact (Enhancers)

Low satisfaction / Low impact (Givens)

Relative low satisfaction scores

Focus for Improvement

Summary / Next Steps