Our Performance

Summary:

1. Overall satisfaction dropped slightly from 99% to 98%
2. Satisfaction with the following areas improved:
   1. Satisfaction with repairs – 94% to 95%
   2. Satisfaction that the home is safe – 95% to 100%
   3. Agreement that the landlord treats tenants fairly and with respect – 98% to 100%
   4. Satisfaction with the landlords approach to complaints 88% to 89%
3. Satisfaction with the remaining areas stayed the same.

Overall satisfaction

What we have done:

• We have delivered the commitments we made in our Business Plan, focusing on the areas that customers told us mattered the most to them.
• We have involved customers more proactively in our work. Particularly around repairs improvements, our complaint handling review and helping us re-shape our customer facing policies and procedures.

What we still need to do:

• We will develop more ways to further engage with our customers, to listen, respond, inform and actively involve them in the way we shape and deliver our services.
• We will improve the quality of data we hold about our customers to enable us to make further improvements to enhance our customer experience. This includes gaining a better understanding of the diverse needs or vulnerabilities of customers and households enabling us to respond to these more effectively in the way we deliver our services.
• We will strengthen our community model as  part of our commitment to ensure we have a visible presence in the areas within which we operate , a responsive local offer to our customers and work together with our partners to positively contribute to our communities.
• We will strengthen our customer service to improve experience through further customer care training to customer facing colleagues

Repairs and maintenance

What we have done:

• We committed to make the improvements needed and in the last 12 months we reduced the average time it took us to respond to a repair from X days to X days. During this time, we also worked with our operatives and contractors to improve the rate at which we could resolve a repair first time, which is now 92.82%

What we still need to do:

• We will continue to improve our repairs and maintenance service as we know how important this is to our customers.
• We will use our stock condition surveys to create a programme of investment in our existing homes.
• We will continue to deliver the capital investment programme in our homes and scale up the amount of investment each year.
• We will make our homes warmer, more energy efficient and affordable and keep them up to a minimum rating of EPC C.
• We will create service standards to ensure customers are clear on the services we deliver and the standard they can expect.
• We will focus on supporting our customers wellbeing and advise on how to prevent and manage damp and mould issues in their homes.
• Through our community investment fund and our collaboration with partners we will invest in our communities, improving the neighbourhood environment for our customers.
• We will work on safety campaigns, for example a fire safety campaign with customers in shared buildings and a campaign to ensure a safe approach to clear communal areas.
• We will continue to ask customers what they think of our services and share these with both our colleagues and customers to ensure we can continue to positively respond to our customer feedback and shape our services

Customer engagement

What we have done:

• We undertake transactional satisfaction surveys so that we can gain valuable feedback after we have delivered a service, for example carried out a repair or responded to a complaint. This has enabled us to monitor satisfaction to ensure the improvements we are delivering are making a real difference to our customers. The surveys also provide valuable feedback so we can act on any changes needed.
• We will publish information about how we are delivering against our key performance indicators.

What we still need to do:

• Gain more detailed feedback from customers regarding the communal areas to make key changes in the way we deliver our service.
• We will continue to empower and support our colleagues to be able to respond effectively to our customers.
• We will increase communication with our customers to ensure we are keeping them informed of the key work we are undertaking such as our strategy commitments and how we are progressing.
• We will increase our local presence and through partnership working increase our positive contribution to our communities

Complaints handling

What we have done:

• We have reviewed our Complaints Policy and Procedure and Streamlined our processes to resolve complaints more effectively for our customers
• Colleagues have received appropriate training on this Policy and associated Procedures
• Complaints handling data is systematically recorded and reported from our housing system

What we still need to do:

• We are committed to learning from complaints and have established ways of doing this, these include sharing outcomes and actions with colleagues and capturing quarterly learning updates and service improvements
• All surveys and feedback documentation will be updated with a link that confirms how a complaint can be made.
• We will continue to make improvements both to our complaints handling processes and the root cause issues which contribute to our complaints
• We will continue to ask customers what they think of our services and share these with both our colleagues and customers to ensure we can continue to positively respond to our customer feedback and shape our services.

Anti-social behaviour

What we have done:

• We have updated our Anti-Social Behaviour (ASB) Policy and Procedure and streamlined processes to resolve antisocial behaviour issues more effectively for our customers
• Colleagues have received appropriate training on this Policy and associated Procedures
• ASB  handling data is systematically recorded and reported from our housing system

What we still need to do:

• We are committed to learning from reports of antisocial behaviour and will established ways of doing this, these include sharing outcomes and actions with colleagues and capturing quarterly learning updates and service improvements.
• We will continue to support customers to manage their tenancy successfully.
• We will continue to make improvements both to our handling processes and the root cause issues which contribute to antisocial behaviour reports
• We will continue to ask customers what they think of our services and share these with both our colleagues and customers to ensure we can continue to positively respond to our customer feedback and shape our services.