Meeting the government's standards
This report sets out how we are working to meet the Consumer Standards set by the Government’s Regulator of Social Housing. It covers the financial year 2023-24 and sets out some of our plans for the future.
The standards we are reporting on are:
- tenant involvement and empowerment
- home
- Neighbourhood and community
- tenancy
In the report we provide ‘Performance measures’ and ‘Satisfaction measures’. Performance measures are hard data on aspects of our service, for example ‘Number of called answered in under 10 seconds’. Satisfaction measures are the results of surveys that have been carried out with residents.
A new set of consumer standards were launched in April 2024, so the 2024/25 report will change to cover the new standards.
Two types of survey
Some service areas will report two different satisfaction scores for 2023-24. This is because we undertake both ‘perception’ and ‘transactional’ surveys.
Transactional surveys
- These are carried out while a piece of work is fresh in the resident’s mind. For example it might be a question that’s asked at the time a repair is completed.
Perception surveys
- These involve contacting a random sample of tenants, to capture their general views on our performance, separately from any interactions or specific services delivered.
The two types of surveys often provide very different outcomes even when the same questions are asked. Transactional surveys usually provide higher satisfaction scores as they’re done when a service has just been completed.
The Tenant Satisfaction Measures (TSMs) reported to the regulator from 2023-24 onwards are taken from a perception survey.
Who carries out our surveys?
All our surveys are carried out independently by Kwest Research Ltd. We use a third-party provider for their expertise, to improve impartiality, and to ensure that residents can feel comfortable expressing their views – positive or negative.