TSMs collected from tenant perception surveys

Summary of Approach

The satisfaction survey took place in November and December 2024. Residents were given four weeks to return the survey. Late responses have been included in results.

The survey was carried out internally, with no external contractors involved.

The survey was sent to 626 people. There were 306 responses (49%).

The survey was hand-delivered to all residents living in Derventio’s accommodation at the time. We aim to make the survey easy to read, and staff offered help to residents if they wished (e.g. if people find forms, literacy or written English difficult). Completed surveys were returned via freepost envelope, handed to staff or could be handed in at our head office. People also had the option to complete the survey online through a QR code link. We used this method to give as many choices as possible to residents.

Residents who entered the survey were given the chance to enter a prize draw to win a £20 shopping voucher. This was on a separate paper, to keep survey responses anonymous. Five names were drawn at random as winners (one from each location of Derventio’s housing).

Results

TP01
Overall satisfaction: 87%

TP02
Satisfaction with repairs: 84%

TP03
Satisfaction with time taken to complete most recent repair: 81%

TP04
Satisfaction that the home is well maintained: 87%

TP05
Satisfaction that the home is safe: 88%

TP06
Satisfaction that the landlord listens to tenant views and acts upon them: 88%

TP07
Satisfaction that the landlord keeps tenants informed about things that matter to them: 87%

TP08
Agreement that the landlord treats tenants fairly and with respect: 93%

TP09
Satisfaction with the landlord’s approach to handling complaints: 73%

TP10
Satisfaction that the landlord keeps communal areas clean and well maintained: 83%

TP11
Satisfaction that the landlord makes a positive contribution to neighbourhoods: 76%

TP12
Satisfaction with the landlord’s approach to handling anti-social behaviour: 79%

TSMs generated from management information

CH01
Complaints relative to the size of the landlord: Stage One 68.57 per 1000 units. Stage Two 2.86

CH02
Complaints responded to within Complaint Handling Code timescales: 100%

NM01
Anti-social behaviour cases relative to the size of the landlord: ASB 27.14. Hate incidents 1.43

RP01
Homes that do not meet the Decent Homes Standard: 0%

RP02
Repairs completed within target timescale: 88.24%

BS01
Gas safety checks: 100%

BS02
Fire safety checks: 100%

BS03
Asbestos safety checks: 100%

BS04
Water safety checks: 100%

BS05
Lift safety checks: 100%