…

Tenant Satisfaction Measures Survey Summer 2023

Last summer, Trident Group asked its customers to take part in the bi-annual customer survey. The survey covered a wide range of areas including those which will be assessed in line with the new Tenant Satisfaction Measures.

In April 2023, the Regulator of Social Housing introduced the Tenant Satisfaction Measures, there are 22 tenant satisfaction measures, 12 of the 22 are measured by carrying out customer surveys that will tell us how satisfied you are with the services we provide across 5 themes which are; .

  1. Keeping properties in good repair
  2. Maintaining building safety
  3. Respectful and helpful engagement
  4. Effective handling of complaints
  5. Responsible neighbourhood management

The remaining 10 TSMs are management information reported by Trident Group covering:

  • Homes that do not meet the Decent Homes Standard
  • Repairs completed within target timescale
  • Gas safety checks
  • Fire safety checks
  • Asbestos safety checks
  • Water safety checks
  • Lift safety checks
  • Complaints relative to the size of the landlord
  • Complaints responded to within Complaint Handling Code timescales
  • Anti-social behaviour cases relative to the size of the landlord

Our first survey to assess the Tenant Satisfaction Measures was launched over the summer of 2023 (between 10 May and 30 August 2023) with 898 residents taking part in the survey (or 27% of our total customer base), which was representative of our customer base and geographic location. Customers could answer the survey over the phone, by filling in a paper form, and electronically. These surveys were co-ordinated by NA Global Research Limited and they collected and validated the results on our behalf, allowing respondents the opportunity to speak openly.  

Response Methods

Prize Winners

To thank those who took the time to answer our surveys, we chose at random some of the respondents to win a prize draw. The winners included:

 

I have never won anything in my life, I am over the moon, and I am going to treat myself to something nice. 

Angela Dyer

 

Mrs Yip in our Chinese Sheltered Scheme who was delighted to receive her voucher.

Our other successful winners said:

When we got the phone call, we didn’t believe it! We love living in our Trident property. We love decorating it,  and are going to use the money to decorate!

Mr and Mrs Mohammed

I’m going to use the money to buy himself something. I’ve been feeling unwell and winning the money has made me feel better.

Mr Davis

Survey results

Customer feedback is extremely important to us. It lets us know what we are doing well, along with where and how we can improve. This was our first survey linked to the new Tenant Satisfaction Measures.  However, we understand that there are wider issues that residents feel passionately about so we also asked additional questions that will help us improve our offer across the board.

We have work to do to improve the levels of satisfaction of our customers and as an organisation we are listening and acting on your views.

You can see the full survey results below. We wanted to get the views of all residents to improve the service you receive but have only reported to the Regulator of Social Housing our Low Cost Rental Accommodation following their guidance.

Tenant Satisfaction Perception Results for all residents

Not included in Tenant Satisfaction Measures

We have separated out the experience of our Shared Owners for transparency.

As required by the Regulator of Social Housing we reported only the Tenant Satisfaction Measures of those residents who live in our general needs and supported rented accommodation (or Low Cost Rental Accommodation) to the Regulator of Social Housing. You can read these full measures in the table below.

 

Building Safety 

BS01 

Proportion of homes for which all required gas safety checks have been carried out. 

99.9% 

BS02 

Proportion of homes for which all required fire risk assessments have been carried out. 

100% 

BS03 

Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. 

100% 

BS04 

Proportion of homes for which all required legionella risk assessments have been carried out. 

100% 

BS05 

Proportion of homes for which all required communal passenger lift safety checks have been carried out. 

100% 

Complaints Handling 

CHO1 

Number of stage one complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes. 

39.8 

CH02 

Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. 

 

62.2% 

CH01 

Number of stage two complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes. 

2.6 

CH02 

Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. 

50% 

Anti-Social Behaviour 

NM01 (Part 1) 

Number of anti-social behaviour cases opened per 1,000 homes. 

10.1 

NM01 (Part 2) 

Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes. 

0 

Decent Homes Standards and Repairs 

RP01 

Proportion of homes that do not meet the Decent Homes Standard. 

0% 

RP02 (pt1) 

Proportion of non-emergency responsive repairs completed within the landlord’s target timescale. 

96.1% 

RP02 (pt2) 

Proportion of emergency responsive repairs completed within the landlord’s target timescale. 

97.7% 

Tenant Perception Measures 

TP01 

Proportion of respondents who report that they are satisfied with the overall service from their landlord. 

59.4% 

TP02 

Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service. 

65.3%  

TP03 

Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair. 

62.4% 

TP04 

Proportion of respondents who report that they are satisfied that their home is well maintained. 

60.3% 

TP05 

Proportion of respondents who report that they are satisfied that their home is safe. 

71.7% 

TP06 

Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. 

49.3% 

TP07 

Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. 

62.0% 

TP08 

Proportion of respondents who report that they agree their landlord treats them fairly and with respect. 

66.4% 

TP09 

Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling. 

25.7% 

TP10 

Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. 

63.7% 

TP11 

Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. 

52.2% 

TP12 

Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour. 

49.9% 

 

Trident acknowledges the necessity to meet all requirements within the TSM Tenant Survey Guidance and the TSM Technical Guidance and confirm we have done so. NA Global Limited carried out the survey for the Tenant Perceptions in line with the guidance provided by Regulator of Social Housing. The survey design meets the specified requirements within Annex 4 of the Tenant Satisfaction Measures: Technical Requirements as published in April 2023.  Trident Group completed our first TSM Census Survey between 10th May and 30th August 2023.  All our residents were invited to take part, with 798 people living in a Low Cost Rental Accommodation responding. We did not apply any sampling or weighting to the survey, the respondents were proportionate to the relevant tenant population allowing for no sampling or weighting to be required.

Each respondent was entered into a Prize Draw for High-Street Vouchers: 1st – £200 voucher, 2nd – £100 voucher, 4 runners up received a £50 voucher each. 

Following this survey, Trident are committed to following an action plan to improve the service that customers receive. The key actions that this will include are:

  • Improving the experience of our home owners. Trident have already employed a dedicated Home Ownership officer. We will be engaging with them more using panels and targeted surveys to investigate further their feedback. We will also increase communication and clarify what are Trident Group’s and what are the home owners’ responsibilities.
  • To improve repairs provision, there will be internal changes to help improve efficiency and quality checks on repairs completed. The survey also brought up issues with communication around repairs which will improve through our new text messaging service which will be coming into place later this year.
  • To improve customer experience and complaint handling, Trident Group will be recruiting a Customer Experience Manager and a Complaints Administrator. This will help with the timeliness and consistency in answering complaints as well as the experience customers have in contacting us.
  • To improve the neighbourhood and the place where our residents live, we will be engaging brand new litter picking services as well as bulky waste provision. We will also update our policies and procedures to ensure we can speed up removal of abandoned vehicles.
  • To ensure that we continue to provide good value for money, Trident will be reviewing all contracts following our procurement policy and panel.
  • To boost communication, as well as reviewing our website content and processes to ensure timely response, we will be creating a communications panel to review our documents and channels.
  • We will also be improving our customer service offer by offering additional training to staff across the business as well as setting up a “Mystery Shopper” programme to audit our services.

Trident Group are committed to continuing to improve the service our customers receive and we will be building on this over the next 12 months. We will be reporting quarterly on key areas that affect customers on our website and social media so that we can be open and accountable.

These measures are reported to the Regulator of Social Housing annually. In 2024 TLF Research will be undertaking the TSM surveys on our behalf. Customers are selected randomly by TLF Research to take part in a short survey throughout the year with the results being collated. You may receive a phone call or email from TLF Research. Your feedback is invaluable, so we would encourage you to take part if you are able to.

Related content

Tenant Satisfaction Measures
Tenant Satisfaction Measures
Resident and Customer Engagement
Resident and Customer Engagement