4. Tenant Satisfaction Measures PDF 224 KB
· Q2 2025/26 Management Information Measures
Additional documents:
4 Tenant Satisfaction Measures PDF 308 KB
· Outturn 2024/25:
o Full report - Perception Measures 2024/25
o Full report - Management Information Measures
· Tenant Friendly Version for Approval
· Q1 2025/26 Management Information Measures
Additional documents:
Minutes:
The Housing Strategy and Development Officer presented the report to the Board.
Following the Board’s April 2025 meeting, the final Tenant Satisfaction Measure (TSM) figures had gone through internal data checks and had been provided to the Regulator before the deadline 30th June 2025.
Included in the report was a Table that detailed tenant perception satisfaction surveys for 2024/25 in comparison with 2023/24.
For 2023/24, 50% of tenants had been surveyed. For 2024/25, 100% had been surveyed to allow the evidence collected to be more representative.
The rate of complaints had decreased from 2023/24, while the rate of Anti-Social Behaviour cases had increased. 4 out of 5 safety measures had met internal targets, with Gas Safety checks fractionally below target.
Response times for Stage 1 Complaints had improved and had met the internal target. The response times for Stage 2 Complaints were also considered satisfactory (only one complaint was out of timescale by 1 day).
The volume of repairs was comparable with 2023/24 and performance had improved for non-emergency repairs (both repairs targets were met).
2025/26’s survey was likely to commence September / October 2025.
A discussion was held on the technicalities of Complaints received. It was agreed to add some wording prior to the complaints section to define the difference between a complaint and a service request, to guide tenants answering the question that they should only answer in relation to formal complaints.
Printed versions of the posters would be provided in the Council’s Contact Centres as well as digitally for the information screens.
RESOLVED that: 1) the performance for 2024/25 documented in the attached reports is reviewed and acknowledged (Appendices 1 and 2);
2) Tenants acknowledge and approve the Tenant version of the TSM Data attached at Appendix 3;
3) the performance for the Management Information Measures Q1 2025/26 is reviewed and acknowledged (Appendix 4).