Tenant Satisfaction Measures Action Plan

Following the results of our 2024-25 TSM survey and other tenant feedback we are working on improvements around:

What we will do

Continue to monitor our repairs performance and think about bringing in extra support for works if needed.
Expand use of text messages to tell tenants about appointments and how to cancel/reschedule them if necessary
Provide more ways for tenants to report a repair. E.g. online
Increase use of tablets/mobile phones by surveyors to help with reporting repair jobs.
Put into action the recommendations to improve customer experience following tenant feedback

Compare how we deal with complaints against the Housing Ombudsman’s Complaint Handling Code
Look at how effectively we deal with complaints
Introduce a monthly check of a sample of complaint responses to make sure they have been handled properly
Explain how we use complaints as an opportunity to learn
Hold regular reviews for complaints and Housing Ombudsman cases
Provide additional training for staff where necessary
Get the Residents Panel to look at our complaints process from the tenant’s point of view
Publish an annual complaints report

Work with tenants and leaseholders to agree on estate service standards, setting out what residents can expect for the cleaning and grounds maintenance of communal areas.
Establish a comprehensive schedule of window and block cleaning in communal areas across all our blocks.
Make sure contractors keep better records of their work using before and after photos.

Raise awareness of the actions we take to deal with ASB
Use activities like ASB Awareness week to highlight what ASB is and what we can do about it.

Use the 2025-26 TSM survey to ask tenant how we can improve our communication with them
Update the information on our website and publicise our resident involvement opportunities.
Show how tenant feedback has helped to shape an improve our services.

View the results