The Regulator of Social Housing (RSH) has set a number of Tenant Satisfaction Measures (TSMs).

These are a set of measures that help:

• Enable tenants to understand and assess how well their landlord is performing.
• Provide us with helpful insight and feedback, so we take action and improve our services.
• The Regulator of Social Housing to monitor and evaluate our performance

The results of the TSMs are here.

For more details of our approach to the TSMs for 2023/2024 and the survey questions used please see the two downloadable documents that follow.

We have used this information to help us put in place plans to improve our services, you can find details of these in the Housing Annual Report 2023/24.

The Annual Report details the Action Plan. This includes the feedback from the TSM surveys and other trends. Below is a summary of the actions.

Repairs

What we are doing and what we have planned:

• Improving the way, we undertake repairs to homes.
• New contracts for specialist work such as roofing.
• Continuing with Fencing contract to clear previously reported fencing repairs.
• New online ‘Booking Hub’ for tenants to book appointments online.

Safety of Homes

What we are doing and what we have planned:

• Major improvement work in low and mid-rise flat blocks.
• Building safety compliance with 100% on safety measures in May 2024. This includes Gas, Fire, Water, Lift and Asbestos.
• Investing in our homes to meet the Decent Home standard.
• Improving the way, we identify and resolve damp, mould and condensation that will meet the Governments new requirements.

Complaints

What we are doing and what we have planned:

• New named lead Councillor for Complaints.
• Regular clinic with senior Councillors and managers to make sure targets and standards are met.
• Introducing a new IT system to help us manage complaints more effectively.
• Updated our Complaints Policy to meet new higher standards.

Tenant Engagement

What we are doing and what we have planned:

• Involving our tenants more in our decisions by consulting with them on the way we deal with Allocations, Repairs, Voids, Aids and Adaptations, and how we manage tenancies.
• Working with TPAS (national tenant engagement experts), our staff and our tenants to help us re-engineer how we engage with tenants. This will help refresh and embed our tenant’s voice in the services we deliver.
• Increasing the opportunities for tenants to provide us with feedback and allow them to be involved in holding us to account and to inform the decisions we take.
• New opportunities for tenants to scrutinise how we develop and deliver.
• Communication Plan based on the feedback of tenants.

Tenant Satisfaction Surveys - Ongoing

We will be regularly carrying out surveys to help us understand what you think about us and our housing services.

Your feedback will help us make improvements to our services and will also be used to calculate our annual Tenant Satisfaction Measure scores. These will be published annually, as required by the Regulator of Social Housing.

We have partnered with an independent research company, Service Insights Ltd working with Housemark, to run the survey.

To enable the survey to take place, we need to securely share some tenant information to enable Service Insights Ltd to contact you, solely for the purposes of this survey. After the survey exercise is completed, all data will be anonymised and shared with Stevenage Borough Council. All data held by Service Insight Ltd will be securely deleted.

From August 2023, Service Insights Ltd will begin contacting a proportion of our tenants to capture their views and experiences with us. This may be via telephone on 0800 1931174, or email info@serviceinsights.co.uk. Please let us know if you require the survey in an accessible format.

You are able to check the validity of Service Insights Ltd, as a research supplier, by calling the Market Research Society’s Freephone verification service on 0800 975 9596 or by checking their listing on the Market Research Society’s website.

The survey will take no more than 10 minutes to complete, and your responses will be kept completely confidential unless you give permission to identify yourself at the end of the survey. Your responses will be used for research purposes only, in line with our privacy notice.

Please note: We will never ask for your personal bank details during the survey.

Not everyone will be invited to complete the survey. If you’d like to hear about future engagement opportunities, please use the  details below to contact us, as we’d love to hear your views.

We really appreciate your support in taking part in these surveys. If you have any questions, feel free to contact us.

This survey is optional. If you are contacted and not interested in completing the survey, simply let Service Insights Ltd know and you will not be contacted again.

If you’d like to opt out of future survey exercises, please let us know by email, using the details below. You can contact us to opt back in at any time.