Tenant Satisfaction Measures

Service Insights, a market research firm, carried out the survey for us in March 2024.  Using a mixture of 820 phone calls and 354 online surveys we managed to get the views of 1,174 of you and we would like to say a big thank you to everyone who took part.  With over 30% of you taking part it has given us a great insight into what all of you think of the service we provide and where we can improve, whether you are young, older, or live in a flat or a house.  A full copy of the breakdown of all the groups represented is in the full report if you click on the link below.

Tenant Satisfaction Measures (TSMs) were introduced in 2023/24 by The Regulator of Social Housing for all landlords in England. The purpose is to ensure landlords focus on the customer experience; check performance against the new consumer standards and to provide transparency to our residents on how we are performing.

For us, it is an opportunity to gather meaningful feedback from you on how we are doing and to use that feedback to shape the services we deliver.

We commissioned Housemark to carry out our Tenant Satisfaction Measures (TSMs) survey in line with the requirements provided by the Regulator of Social Housing and the Market Research Society Code of Conduct and as a landlord with more than 1,000 homes we submitted our results to The Regulator as required in June this year.

Twelve of the Tenant Satisfaction Measures come from a tenant survey where we asked a random sample of tenants to take part. The main findings are below, where you can see a full copy of the results.

We will also keep you updated as we make progress on the improvements, we are putting in place. 

We will be working with our Tenants Voice Group to develop those plans and if you want to get involved in helping us shape our services you can find the details here.

Measure	TSM scores
TP01: Proportion of respondents who report that they are satisfied with the overall service from South Derbyshire District Council housing services	65.2%
TP02: Proportion of respondents who report that they are satisfied with the overall repairs service from South Derbyshire District Council housing services over the last 12 months	67.4%
TP03: Proportion of respondents who report that they are satisfied with the time taken to complete their most recent repair after they reported it	63.1%
TP04: Proportion of respondents who report that they are satisfied that South Derbyshire District Council housing services provides a home that is well maintained	65.7%
TP05: Proportion of respondents who, when thinking about the condition of their property or the building they live in, report that they are satisfied that South Derbyshire District Council housing services provides a home that is safe	74.8%
TP06: Proportion of respondents who report that they are satisfied with South Derbyshire District Council housing services listening to their views and acting upon them	57.7%
TP07: Proportion of respondents who report that they are satisfied with South Derbyshire District Council housing services keeping them informed about things that matter to them	62.4%
TP08: Proportion of respondents who report that they agree with the statement: “South Derbyshire District Council housing services treats me fairly and with respect"	75.7%
TP09: Proportion of respondents who report that they are satisfied with South Derbyshire District Council housing services approach to complaints handling	23.5%
TP10: Proportion of respondents who report that they are satisfied South Derbyshire District Council housing services keeps communal areas clean and well maintained	60.1%
TP11: Proportion of respondents who report that they are satisfied South Derbyshire District Council housing services make a positive contribution to their neighborhood	58.5%
TP12: Proportion of respondents who report that they are satisfied with South Derbyshire District Council housing services approach to handling anti-social behavior	55.2%

We also wanted to see how we compared with similar councils across the Midlands and the graph below shows that comparison.  With all questions we have got similar results to our neighbours, which shows the challenges that we are all facing.  There is room for improvement in all areas and we shall be working with the Tenants Voice Group on that, however there are two key areas where we scored particularly low and need to focus on, handling complaints and listening to your views. These are the first areas we will be addressing.

The benchmark has now been set and we can use these figures to compare with next year when the survey is carried out again to make sure we are making the progress we need to make.

 

 

 

 

 

 

 

TP09 Your satisfaction with our approach to Complaints

The Housing Ombudsman published a new Complaint Handling Code on 8 February 2024 and from April 2024 we must abide by that code.  We have reviewed the Council’s Complaints Policy against the new Code and have changed how we manage complaints as a result, and we are currently making sure we are managing them better and meet regularly to review what the complaints are about to make sure we learn any lessons and continue to improve our service.

TP06 Listening to your views and acting upon them

We have restarted The Tenants Voice Group from 6 June 2024 and two new members have since joined the group. We still need more members so please get involved if you can.  Since then, two further meetings have taken place and a plan of action is being developed with the group for them to look at what we are doing, suggest improvements and get involved in shaping how we do things better going forward.  We will also develop in consultation with the group how we keep you updated through the year on how we are doing with newsletters and updates on the website.

Council Performance

As well as the survey we also had to submit how we performed on building safety checks, anti-social behavior cases, repairs delivery and how quickly we resolved complaints as of the end of March 2024 and our results are shown below.

For some of the areas we could not initially provide the information accurately, so we submitted a nil response, and this was part of our referral to The Regulator.  Since then, we have done a lot of work to be able show how we are doing in those areas and the table below shows what we submitted and what we would submit now if we did it again.  We are working with The Regulator to make sure we are making the progress we should make in this area. 

Some of the things we have already done are:

• Appointed Wates Property Services to help us deliver an improved repairs and planned works to our homes and we are already seeing an improvement.
• We have asked Pennington Choices to do a full stock condition survey of all our homes so we can make any improvements to them that we need to do.
• We have also asked them to do a health check for us on how we manage compliance checks and improvements to make sure we are doing everything the best possible way to keep tenants safe.  In addition, we are now tracking our compliance on a weekly basis.        

Measure – Building Safety Checks	March 2024	September 2024
BS01: Proportion of home for which all required gas safety checks have been carried out.	99.9%	100%
BS02: Proportion of home for which all required fire risk assessments have been carried out.	0	100%
BS03: Proportion of home for which all required asbestos management surveys or re-inspections have been carried out.	0	100%
BS04: Proportion of home for which all required legionella risk assessments have been carried out.	0	100%
BS05: Proportion of home for which all required communal passenger lifts safety checks been carried out.	0	100%

Note: BS02, the Council has 100% Fire Risk Assessments for all blocks but do have some outstanding actions that we are working through with our contractors. We are currently procuring a new contractor to carry out the next set of fire risk assessments. 

Measure – Anti-social behaviour
NM01 (1): Number of anti-social behavior cases, opened per 1,000 homes.	32.7
NM01 (2): Number of anti-social behavior cases that involve hate incidents opened per 1,000 homes	1

Measure – Decent Homes Standard and Repairs Service
RP01: Proportion of home that do not meet the Decent Homes Standard.	Nil Return
RP02: Proportion of non-emergency responsive repairs completed within landlord’s target timescale.	74.3
RP03: Proportion of emergency responsive repairs completed within landlord’s target timescale.	63.6
Measure - Complaints	LCRA
CH01: Number of stage one complaints received per 1,000 homes.	22.2
CH02: Number of stage two complaints received per 1,000 homes.	1.1
CH03: Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.	100
CH04: Proportion of stage Two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.	100

You can access the full report here. ^{(pdf, 1.5mb)}

Should you require further information or have any queries please contact the Council using our Consumer Standards inbox.

Consumer Standards ConsumerStandards@southderbyshire.gov.uk.