Priorities for improvement
The Tenant Satisfaction Measures (TSMs) help us understand what we are doing well and where we need to improve.
Based on what residents have told us and our service performance, these are the areas where we have made progress and where we are focusing our efforts next.
Where we have improved
Getting repairs done on time
Last year, one of our priorities was to get more repairs done on time. We've made good progress with this and our tenants are waiting less time for non-emergency repairs.
We are continuing to improve how repairs are planned and managed, especially when several trades are needed to complete the job. For example, a bathroom repair may need plumbing work followed by retiling. We are working to make these repairs smoother and reduce delays.
Help us improve our services
We want residents to help shape our housing services. We have introduced a new Resident Engagement Policy and a Leaseholder Forum to give residents more opportunities to have their say.
- If you're a tenant, you can help improve your housing estate and community.
- If you're a leaseholder, you can join our Leaseholder Engagement Panel.
Responding to anti-social behaviour
We have made it easier to report anti-social behaviour by phone, email or online.
We are also introducing a new Anti-Social Behaviour Policy and improving how we respond to reports. We are training staff and improving our processes to ensure residents receive consistent and effective support.
Where we want to do better
Complaints
We did not respond to complaints as quickly as we should have last year. To improve this, we have increased staffing and introduced changes to our processes to help us respond more promptly.
We are also improving the quality of our responses through regular quality checks and additional support for staff.
Decent homes
The number of homes that do not currently meet the Decent Homes Standard has increased this year. This is because our programme of stock condition surveys has given us a better understanding of the condition of our homes.
Any safety issues identified are addressed immediately. For other non-urgent issues, we are developing plans and carrying out work to bring homes up to the required standard.
Caretaking
We are making better use of information from TSM surveys and other service data to improve our caretaking service.
This will help us identify areas that need the most attention, tackle recurring issues more effectively and work with other council services to resolve more complex problems.