Tenant satisfaction measures
What are the Tenant Satisfaction Measures?
The Regulator of Social Housing has created a new set of Tenant Satisfaction Measures (TSMs) for assessing how well social housing landlords are doing at providing good quality homes and services. There are 12 measures against which we will be asking for feedback from our customers. The 12 measures look at six areas: overall satisfaction; keeping properties in good repair; maintaining building safety; respectful and helpful engagement; effective handling of complaints, and responsible neighbourhood management.
Although the 12 TSMs are new, you may have taken part in one of our previous telephone surveys that are completed by an independent company called Explain. They have been asking many similar satisfaction questions about the service you receive from Raven for years. This information is already regularly used to monitor how we are performing and whether we are delivering against our service offer. These surveys do mean that we are already meeting the regulatory requirement in many of these new TSM areas.
Following the publication of The Charter for Social Housing Residents – Social Housing White Paper (2020) by the government, the Regulator of Social Housing have created a new system for assessing how well social housing landlords in England are doing at providing good quality homes and services. Amongst other things, this includes a set of tenant satisfaction measures. Following consultation with landlords and customers, these measures were confirmed in September 2022, which are:
Tenant Satisfaction Measures by area
Overall satisfaction
This is the main measure where we monitor how well Raven is performing overall. We have been collecting feedback on this for years, and year to date for 2022/23 82% of the customers surveyed are satisfied overall with Raven.
Levels of satisfaction against this measure have remained consistently above 80% for many years, and we receive daily positive feedback and compliments from customers. It is an important way to find out from our customers what their overall experience of Raven is since moving into their home.
Actual question asked:
Taking everything into account, how satisfied or dissatisfied are you with the service provided by your landlord?
Keeping properties in good repair
Raven aims to ensure properties are well maintained and we strive to provide a good repairs service to all our customers.
We have been collecting feedback on our repairs service and whether we provide a quality home for many years. Overall satisfaction with our repairs and maintenance service year to date for 2022/23 has improved from 77% of customers surveyed in 2021/22 being satisfied to 82% of those asked this year being satisfied. When asked about their most recent repair 90% of customers surveyed were satisfied with the service provided.
Actual questions asked:
How satisfied or dissatisfied are you with the overall repairs service from your landlord over the last 12 months?
How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it?
How satisfied or dissatisfied are you that your landlord provides a home that is well-maintained?
Maintaining building safety
Collecting customer feedback on building safety will be a new measure for Raven. We don’t currently collect this information in our telephone surveys. Instead, we have been asking customers for feedback on the quality of their home. This new measure will focus more on the condition of our customers’ homes, and whether as a landlord we provide homes that are safe.
Actual question asked:
Thinking about the condition of your property or building you live in, how satisfied or dissatisfied are you that your landlord provides a home that is safe?
Respectful and helpful engagement
This section considers three key areas:
- Is Raven listening to customers’ views and acting upon them. This is an area we have already been working hard to improve on. In our existing telephone survey we have been collecting feedback on how well our customers feel they are heard for the last couple of years, 75% of customers surveyed are satisfied that we are listening to their feedback and acting on it.
- Whether Raven keeps customers informed about things that matter to them.
- If we treat customers fairly and with respect.
In our current survey we haven’t specifically asked these two questions, but we have been asking our customers whether they trust Raven and whether they would recommend us to a friend from their experience.
Actual questions asked:
How satisfied or dissatisfied are you that your landlord listens to your views and acts upon them?
How satisfied or dissatisfied are you that your landlord keeps you informed about things that matter to you?
To what extent do you agree or disagree with the following?
“My landlord treats me fairly and with respect.”
Effective handling of complaints
Raven knows that sometimes things can go wrong, and when they do, we want to know so that we can put it right. Our approach is to put customers first and make sure that customers are being listened to and that we then act upon what we have heard. Raven’s complaints process is recognised by the housing association sector as a good example of how to deal with customer concerns. We are an early adopter to the new Housing Ombudsman Code and often receive positive feedback from customers about how well we have dealt with their complaint.
For this measure we will be collecting feedback from customers who have made a complaint in the last 12 months.
Actual question asked:
How satisfied or dissatisfied are you with your landlord’s approach to complaints handling?
Responsible neighbourhood management
Our dedicated team of neighbourhood wardens and in house cleaning team work closely with community groups and residents on our estates looking for ways we can improve the communities we serve. In our existing survey 85% of our customers are satisfied with Raven’s neighbourhood management.
For those customers that live in a home that is part of a larger building or estate where we look after the communal area we will be collecting feedback from customers about our management of services like cleaning inside the stairwells or maintaining the garden area outside.
Actual questions asked:
How satisfied or dissatisfied are you that your landlord keeps these communal areas clean and well-maintained?
How satisfied or dissatisfied are you that your landlord makes a positive contribution to your neighbourhood?
How satisfied or dissatisfied are you with your landlord’s approach to handling anti-social behaviour?
We will be starting to collect feedback on the above questions from January 23 – March 23, with the new Customer Satisfaction Survey to go live in April 2023.
For more information, please see…