myhomeonline

TSM 2022

Although we don't need to start the new tenant satisfaction survey just yet, we decided to have a trial run at the end of 2022.

This trial run will help us make sure that our systems and communication are ready for the first official satisfaction survey, which we'll carry out in Autumn 2023.

All households were invited to take part and 95 households completed the survey.

Survey results

Overall satisfaction with our service

Keeping properties in good repair

Maintaining building safety

  • Satisfaction that your home is safe

    Homes owned and managed by NRHA:

    Satisfied

    Neutral

    Dissatisfied

    89%

    6%

    5%

    Homes managed by NRHA:

    Satisfied

    Neutral

    Dissatisfied

    73%

    10%

    17%

    Safety check compliance:

    Gas safety checks

    Asbestos safety checks

    100%

    98%

Respectful and helpful engagement

  • Satisfaction that we listen to and act upon tenant views

    Homes owned and managed by NRHA:

    Satisfaction that we listen to tenant views

    Satisfied

    Neutral

    Dissatisfied

    Don't know / na

    76%

    15%

    7%

    2%

    Satisfaction that we act upon tenant views

    Satisfied

    Neutral

    Dissatisfied

    Don't know / na

    69%

    11%

    18%

    2%

    Homes managed by NRHA:

    Satisfaction that we listen to tenant views

    Satisfied

    Neutral

    Dissatisfied

    Don't know / na

    58%

    18%

    17%

    7%

    Satisfaction that we act upon tenant views

    Satisfied

    Neutral

    Dissatisfied

    Don't know / na

    52%

    20%

    21%

    7%

  • Satisfaction that we treat tenants fairly and with respect

    Homes owned and managed by NRHA:

    Agree that we treat tenants fairly

    Agree

    Neutral

    Disagree

    Don't know / na

    79%

    16%

    5%

    0%

    Agree that we treat tenants with respect

    Agree

    Neutral

    Disagree

    Don't know / na

    89%

    9%

    0%

    2%

    Homes managed by NRHA:

    Agree that we treat tenants fairly

    Agree

    Neutral

    Disagree

    Don't know / na

    69%

    21%

    10%

    0%

    Agree that we treat tenants with respect

    Agree

    Neutral

    Disagree

    Don't know / na

    75%

    17%

    8%

    0%

  • Satisfaction that we keep tenants informed about things that matter most to them

    Homes owned and managed by NRHA:

    Satisfied

    Neutral

    Dissatisfied

    78%

    15%

    7%

    Homes managed by NRHA:

    Satisfied

    Neutral

    Dissatisfied

    69%

    18%

    13%

Effective handling of complaints

  • Satisfaction with our approach to handling complaints

    Homes owned and managed by NRHA:

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

    Yes

    No

    Don't know

    40%

    55%

    5%

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

    Satisfied

    Neutral

    Dissatisfied

    50%

    18%

    32%

    Homes managed by NRHA:

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

    Yes

    No

    31%

    69%

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

    Satisfied

    Neutral

    Dissatisfied

    55%

    12%

    33%

  • Number of 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

    Complaints responded to within Complaint Handling Code timescales:

    • 100%

Responsible neighbourhood management

  • Satisfaction that we keep communal areas clean and well maintained

    Homes owned and managed by NRHA:

    Satisfied

    Neutral

    Dissatisfied

    76%

    5%

    19%

    Homes managed by NRHA:

    Satisfied

    Neutral

    Dissatisfied

    77%

    6%

    17%

    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?

  • Satisfaction that we make a positive contribution to our neighbourhoods

    Homes owned and managed by NRHA:

    Agree

    Neutral

    Disagree

    Don't know / na

    56%

    32%

    5%

    7%

    Homes managed by NRHA:

    Agree

    Neutral

    Disagree

    Don't know / na

    41%

    38%

    10%

    11%

  • Satisfaction with our approach to handling antisocial behviour

    Homes owned and managed by NRHA:

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

    Satisfied

    Neutral

    Dissatisfied

    17%

    33%

    50%

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

    Satisfied

    Neutral

    Dissatisfied

    Don't know / na

    28%

    10%

    0%

    62%

    Homes managed by NRHA:

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

    Satisfied

    Neutral

    Dissatisfied

    0%

    0%

    100%

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

    Satisfied

    Neutral

    Dissatisfied

    Don't know / na

    19%

    38%

    8%

    35%

    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
  • Number of antisocial behaviour cases

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

    • 56 per 1000 properties

    Actual number of complaints:

    • 28 cases from 502 homes

Customer care team

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