Tenant Satisfaction Measures Action Plan
Following the results of our 2024-25 TSM survey and other tenant feedback we are working on improvements around:
- repairs
- complaints
- listening to tenant views and acting on them
- communal Areas
- handling of ASB
What we are doing
Repairs
- We have updated the repairs information on our website so it is clearer and, with the help of the Residents Panel, we have included a visual guide so you know what to expect once you’ve reported a repair.
- Our Housing Maintenance team are using handheld devices when visiting homes to flag issues quickly and more efficiently.
Complaints
- We have taken on suggestions from the Housing Ombudsman around our complaints policy and submitted our self-assessment against its Complaint Handling Code
- The Residents Panel are reviewing our written communication with residents when we respond to complaints.
Listening and acting on tenant views
- We are asking additional questions alongside our Tenant Satisfaction Measures Survey on how you think we can improve this.
- In response to your feedback, we have held drop-in sessions for tenants whose homes are on our planned maintenance and Warm Home energy efficiency programmes.
Communal areas
- We publish a schedule of our housing estate inspections on our website.
- Following feedback from residents, the council set up a focus group to look at how we maintain the communal areas in our housing.
Handling of ASB
- We are hosting a daily police information hub at the council offices, giving residents the chance to speak to a police office in person.
- Using social media to inform residents what ASB is and what we can act on.
- The ASB team is working closely with the Neighbourhood officers to help them support residents reporting minor nuisance cases
- To increase feedback on the service from residents, the case-closure surveys have been simplified.
- A new ASB case management system has been introduced.