We have completed the first year of Tenants Satisfaction Measures (TSMs) that all housing providers need to collect. You can see our full year results for 2023-24 on our webpage.
We want to be open and give you timely information about how we are doing, so here is the feedback from the Your Call survey so far this financial year…
Your Call (TSM results) from October to December 2024
A total of 261 tenants took part in the Your Call phone surveys between October and December 2024, with 249 completed and 12 partially completed, meeting the required accuracy margin of +/- 6%. These tenants were randomly selected by the independent research specialist Acuity.
Some questions were only asked if relevant to the resident’s recent experiences for example, if they have received that service in the previous 12 months. Here are the numbers who took part in those questions:
Overall
Overall
71% overall satisfaction
Repairs and maintenance
Repairs and maintenance
73% Satisfaction with repairs
70% Satisfaction with time taken to complete most recent repairs
70% Satisfaction that home is well maintained
Complaints
Complaints
22% Satisfaction with the landlord's approach to handling complaints
Safety
Safety
78% Satisfaction that the home is safe
Engagement
Engagement
58% Satisfaction that the landlord listens to views and acts upon them
75% Satisfaction that the landlord keeps tenants informed about things that matter to them
77% Agreement that the landlord treats tenants fairly and with respect
Neighbourhoods
Neighbourhoods
58% Satisfaction that the landlord keeps communal areas clean and well maintained
60% Satisfaction that the landlord makes a positive contribution to neighbourhoods
56% Satisfaction with the landlord's approach to handling anti-social behaviour
We are reviewing the results and the feedback to see what we can do to improve our performance.
For example we looked into the feedback about our complaint handling performance.
Many residents gave Acuity permission to match their details with their feedback. We could see that many of the residents who were dissatisfied with our complaints handling hadn’t made a formal complaint. Many residents had made an informal complaint to our repairs team or a housing officer, and are saying that they are dissatisfied with how that is handled.
This ties in closely to how residents judge our ability to listen and act – satisfaction on this measure is mostly judged on how we handle day to day enquiries – especially in repairs and maintenance.
We are developing a number of medium – long term changes to improve how we manage enquiries and repairs and maintenance.
We will communicate our response to the annual results, in our autumn magazine.
This page has been reviewed by residents on our Communications Crew and the text has been developed based on their suggestions.
Email: info@cornwallhousing.org.uk
Telephone: 0300 1234 161
