Wendy: “Customer care and satisfaction is at the heart of what we do. We already gather feedback from customers in lots of other ways to ensure we are the very best we can be, but this is about setting good standards for the whole housing sector, across England. By highlighting who does what really well within the sector, we can turn to each other for guidance and to share best practice.”
Peter: “The interesting thing about this system is it doesn’t just measure our performance; it also measures perception. We currently ask customers how satisfied you are with a particular service you have received like having a repair, but the tenant perception survey is about how you feel about us, whether you’ve received a service or not.”
Wendy: “This gives us another way to understand what’s on the mind of our customers and then act on it. We’ll learn lessons from customers who are happy, as well as those who are not and we’ll use all that insight to make changes. We’re striving to constantly improve and to give our customers the best possible service.”
Peter: “The Government brought this system in nationally on 1 April, but we started gathering customer feedback a year early to get ahead with making improvements. We already have over 2,000 responses to create a starting point to work from. We’ll now carry out a monthly survey, which will be compared annually.”
The lowdown: what are Tenant Satisfaction Measures?
The Government has introduced a new way to check if social landlords in England are doing their job right, called Tenant Satisfaction Measures. There are 22 different things that get checked to make sure that everyone lives in a safe, comfortable place with a landlord who cares about them. 10 of them are measured by the landlord themselves, like how quickly they fix things and how easy it is to get in touch with them.
The other 12 are measured through a survey with customers, to see how satisfied they are with their home, their landlord and the area they live. The aim is to make the performance of social housing landlords visible and easy to access for customers. By seeing how your landlord is doing, you can hold us to account properly.
What we know already
Here’s what you told us when we asked you for your satisfaction levels in 2022/23 on the following:
What we’re doing well
We treat you fairly and with respect: 89.5%
Your rent provides value for money: 87.4%
You’re kept informed about things that matter to you: 87.2%
Are satisfied with the overall repairs service over the last 12 months: 84.8%
Are satisfied with service provided by Karbon Homes: 80.7%
Things we’re working to improve
Time taken to complete your most recent repair after you reported it: 77.4%
Keeping communal areas clean and well maintained: 77.2%
Making a positive contribution to your neighbourhood: 76.8%
Listening to your views and acting upon them: 76.6%
Approach to handling anti-social behaviour: 67%
Approach to complaints handing: 65.4%
You said, we did
And here are a couple of examples of improvements we’ve made following your feedback.
Repairs. You told us it can be frustrating when you’re waiting to find out when your repair will be made. We built a new function into the MyKarbon portal to allow you to see the status of any outstanding repairs and servicing in your account. The feature shows appointments booked and updates on your logged repairs, as well a button to request a new repair.
Damp, mould and condensation. A small number of you told us about concerns with damp, mould and condensation in your surveys. We put in place a robust system to spot any problems reported in survey data and pass all relevant information to our property services team to action.
Your chance to tell us how we're doing
Independent research specialists Acuity are helping us to gather impartial feedback from customers via telephone surveys. If you get a call from the team, please consider spending time answering their questions. The survey should take about 12 minutes and will play an important part in helping us understand what’s important to you. Calls from Acuity will come from the number 01273 093 939.
Wendy: “Customer care and satisfaction is at the heart of what we do. We already gather feedback from customers in lots of other ways to ensure we are the very best we can be, but this is about setting good standards for the whole housing sector, across England. By highlighting who does what really well within the sector, we can turn to each other for guidance and to share best practice.”
Peter: “The interesting thing about this system is it doesn’t just measure our performance; it also measures perception. We currently ask customers how satisfied you are with a particular service you have received like having a repair, but the tenant perception survey is about how you feel about us, whether you’ve received a service or not.”
Wendy: “This gives us another way to understand what’s on the mind of our customers and then act on it. We’ll learn lessons from customers who are happy, as well as those who are not and we’ll use all that insight to make changes. We’re striving to constantly improve and to give our customers the best possible service.”
Peter: “The Government brought this system in nationally on 1 April, but we started gathering customer feedback a year early to get ahead with making improvements. We already have over 2,000 responses to create a starting point to work from. We’ll now carry out a monthly survey, which will be compared annually.”
The lowdown: what are Tenant Satisfaction Measures?
The Government has introduced a new way to check if social landlords in England are doing their job right, called Tenant Satisfaction Measures. There are 22 different things that get checked to make sure that everyone lives in a safe, comfortable place with a landlord who cares about them. 10 of them are measured by the landlord themselves, like how quickly they fix things and how easy it is to get in touch with them.
The other 12 are measured through a survey with customers, to see how satisfied they are with their home, their landlord and the area they live. The aim is to make the performance of social housing landlords visible and easy to access for customers. By seeing how your landlord is doing, you can hold us to account properly.
What we know already
Here’s what you told us when we asked you for your satisfaction levels in 2022/23 on the following:
What we’re doing well
We treat you fairly and with respect: 89.5%
Your rent provides value for money: 87.4%
You’re kept informed about things that matter to you: 87.2%
Are satisfied with the overall repairs service over the last 12 months: 84.8%
Are satisfied with service provided by Karbon Homes: 80.7%
Things we’re working to improve
Time taken to complete your most recent repair after you reported it: 77.4%
Keeping communal areas clean and well maintained: 77.2%
Making a positive contribution to your neighbourhood: 76.8%
Listening to your views and acting upon them: 76.6%
Approach to handling anti-social behaviour: 67%
Approach to complaints handing: 65.4%
You said, we did
And here are a couple of examples of improvements we’ve made following your feedback.
Repairs. You told us it can be frustrating when you’re waiting to find out when your repair will be made. We built a new function into the MyKarbon portal to allow you to see the status of any outstanding repairs and servicing in your account. The feature shows appointments booked and updates on your logged repairs, as well a button to request a new repair.
Damp, mould and condensation. A small number of you told us about concerns with damp, mould and condensation in your surveys. We put in place a robust system to spot any problems reported in survey data and pass all relevant information to our property services team to action.
Your chance to tell us how we're doing
Independent research specialists Acuity are helping us to gather impartial feedback from customers via telephone surveys. If you get a call from the team, please consider spending time answering their questions. The survey should take about 12 minutes and will play an important part in helping us understand what’s important to you. Calls from Acuity will come from the number 01273 093 939.
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