Tenant satisfaction action plan
Almost 700 of you took the time to complete our annual tenant satisfaction survey last summer, and we are truly grateful for all of the feedback received. The results were published in the October tenant bulletin, which is also available on our website.
Working with the Strategic Tenant Advisory Panel, we’ve developed an action plan to address key areas for improvement. This year’s action plan is set out below:
| You told us.... | We will.... |
|---|---|
| Some repairs take too long to be dealt with. Satisfaction with repairs: 75.8% |
Publish target response times for day-to-day repairs and expected life spans of building components covered by planned works (e.g. kitchens, windows etc.) |
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We need to invest in improving your homes. Satisfaction that the home is well maintained: 75.6% |
Continue to develop planned works programmes based on stock condition data. We have also appointed a dedicated Stock Improvement Surveyor to gather this information. |
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Younger tenants feel they have less involvement with the housing service. Satisfaction that tenant views are listened to and acted upon: 61.8% |
Deliver campaigns to try and encourage younger tenants to get involved in the housing service, by offering tenant engagement activities that are more targeted and of interest to them. |
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Complaints about anti-social behaviour are not always dealt with. Some complaints take too long to be dealt with. Satisfaction with complaint handling: 36.4% Satisfaction with anti-social behaviour case handling: 54% |
Publish details of what is and what isn’t treated as a complaint (including that anti-social behaviour, and service requests are not logged as formal complaints), our target response times for complaints, and our complaints performance. |
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Complaints about anti-social behaviour are not always dealt with. Satisfaction with complaint handling: 36.4% |
Lobby the Regulator of Social Housing to allow us to include some explanatory text in future surveys to clarify what is meant by “complaint”. |
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We do not always learn from the complaints we receive. Satisfaction with complaint handling: 36.4% Satisfaction that tenant views are listened to and acted upon: 61.8% |
Publish details of lessons learned from complaints and how these have been used to improve services. You can read more on our Complaints page. |
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Grounds maintenance (grass cutting etc) could be better in some areas, and you don’t know how often this work is supposed to be done. Satisfaction that communal areas are clean and well maintained: 74.3% |
Publish our grounds maintenance standards. We also launched our group of tenant Neighbourhood Champions in December 2025 and we already have more than 20 tenants signed up. Find out more on our Ways to get involved page. |
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It is difficult to give an opinion on how we deal with anti-social behaviour as many of you have never experienced it. Satisfaction with anti-social behaviour case handling: 54% |
Publish the types of anti-social behaviour we deal with, including case studies and outcomes. We have also appointed a dedicated Neighbourhood Relations Officer, who deals with anti-social behaviour for general needs tenants. |