Tenant Satisfaction Measures - survey 2022

Homes owned and managed by NRHA:

Homes managed by NRHA:

Homes owned and managed by NRHA:

Homes managed by NRHA:

Repairs completed within target time:

• 56%

Homes owned and managed by NRHA:

Homes managed by NRHA:

Homes owned and managed by NRHA:

Homes managed by NRHA:

Homes owned and managed by NRHA:

Homes managed by NRHA:

Safety check compliance:

Homes owned and managed by NRHA:

Satisfaction that we listen to tenant views

Satisfaction that we act upon tenant views

Homes managed by NRHA:

Satisfaction that we listen to tenant views

Satisfaction that we act upon tenant views

Homes owned and managed by NRHA:

Agree that we treat tenants fairly

Agree that we treat tenants with respect

Homes managed by NRHA:

Agree that we treat tenants fairly

Agree that we treat tenants with respect

Homes owned and managed by NRHA:

Homes managed by NRHA:

Homes owned and managed by NRHA:

Customers who have reported a complaint in the last 12 months:

Of those who did report a complaint, their satisfaction with our approach to handling complaints:

Homes managed by NRHA:

Customers who have reported a complaint in the last 12 months:

Of those who did report a complaint, their satisfaction with our approach to handling complaints:

Complaints relative to the size of the landlord, per 1000 properties:

• 54 per 1000 properties

Actual number of complaints:

• 27 cases from 502 homes

Complaints responded to within Complaint Handling Code timescales:

• 100%

Homes owned and managed by NRHA:

Homes managed by NRHA:

This was only asked to customers who answered 'yes' to the pre-qualifying question: Do you live in a building with communal areas, either inside or outside, that we are responsible for maintaining?

Homes owned and managed by NRHA:

Homes managed by NRHA:

Homes owned and managed by NRHA:

Satisfaction with our approach - from customers who HAVE reported an ASB issue in the last 12 months

Satisfaction with our approach - from customers who have NOT reported an ASB issue in the last 12 months

Homes managed by NRHA:

Satisfaction with our approach - from customers who HAVE reported an ASB issue in the last 12 months

Satisfaction with our approach - from customers who have NOT reported an ASB issue in the last 12 months

These results for those who HAVE reported an ASB issue are based on a small number of responses:

• for homes owned and managed by NRHA: 6 responses
• for homes managed by NRHA: 3 responses

Complaints relative to the size of the landlord, per 1000 properties:

• 56 per 1000 properties

Actual number of complaints:

• 28 cases from 502 homes

Homes owned and managed by NRHA:

Homes managed by NRHA:

We've set up a project team to look at the results.

• They will meet each month to monitor progress.
• There's a representative from each department on the team.
• They have prioritised the areas we are going to focus on.

Between 1st July and 30th September 2023, we'll be focusing on improving the number of repairs completed within target, including:

• how we manage the contractor’s performance (reactive and planned)
• improving how we monitor and challenge the quality of repairs
• how contractors communicate with residents.

Between 1st October and 31st December 2023, we'll be focusing on improving the planned maintenance process, including:

• improving the information provided prior to work starting
• inspecting the works more during the process
• providing details to residents about when their components (i.e. bathroom) are due to be replaced.

Between 1st January 2024 and 31st March 2024, we'll be focusing on communal areas, including:

• what’s included in the schedule of works
• tree work – who’s responsible and what work is carried out
• quality of gardening works.

We've set up a project team to look at the results.

• They will meet each month to monitor progress.
• There's a representative from each department on the team.
• They have prioritised the areas we are going to focus on.

To improve our communications and information about what shared ownership is and how it works, we will:

• review the sales pack and information provided to customers to ensure shared owners have clearer information on the lease and the product they are buying.

To improve engagement between us and our shared owner customers we will:

• look at setting up a shared ownership/leasehold customer focus group for consultation and feedback on improving and shaping our services
• look at targeted scheme surgeries for shared owners
• increase settling in visits after customers have moved in
• explore offering shared owners who have self-repairing leases any potential benefit from our rented property planned maintenance programmes for example kitchen replacements, window replacements or heating systems and future servicing.

To increase the number of shared owners who complete the September 2023 satisfaction survey, we will:

• review how we communicate about the survey with shared owners
• look at introducing telephone surveys or housing officer support to complete the survey.