Improvements to Our Services
At Broadland Housing Association, we are committed to ensuring that you have a safe, comfortable, and well-maintained home.
This section will explain what Tenant Satisfaction Measures (TSMs) are, how they work, and how they help you hold us accountable for providing quality homes and services.
Introduction from Michael
Welcome to this special edition of Door to Door. There have been a number of changes in regulation at Broadland to inform you about.
We have decided to send this Door to Door magazine to all tenants. We have an obligation under the new Consumer Standards to ensure everyone is aware of our services and how we have been making improvements.
Last October, we gave tenants the opportunity to take part in the Tenant Perception Survey. The Regulator for Social Housing has made this a requirement for all housing providers to survey their tenants with a standard set of questions. The Regulator will be reviewing the results to ensure we are providing a good standard of services to our tenants. Going forward, this will be a yearly survey.
I want to encourage every tenant to take part in this year’s survey. The survey will be sent out at the end of October 2024.
In this issue, we have published the results of our Tenant Perception Survey - This can also be found on our website. We have outlined the actions we have taken, or will be taking, to make improvements to our services.
I want to take this opportunity to thank everyone for your feedback. This might have been at Community Conversation, Out and About, the Digital Panel or an event over the last year. I want to assure you we are listening. A great example is the guttering and fencing, where we have put more staff in place to ensure these works will be completed more efficiently and cost-effectively.
We may not always complete tasks as quickly as we would like or communicate as well as we should, but we are genuinely focused on delivering the best services we can within our resources.
Michael Newey, Group Chief Executive
Board Statement
The Regulator for Social Housing’s new Consumer Standards came into effect on 1st April 2024. Broadland have been working to ensure that we are compliant with the new standards, but recognise that there are areas that we want to improve and strengthen. Ensuring that our tenants have a safe and secure home to live in is at the heart of our mission.
The areas we are going to be working to improve by 31st July 2024 are:
- Improving the information we share with you about your home and neighbourhood and the services you receive. Ensuring this information is accessible to all residents and you can scrutinise it and hold us to account.
- Improving our response times to complaints and achieving compliance with the Housing Ombudsman’s Complaint Handling Code.
- Improving the way we identify and record when residents need reasonable adjustments from our service.
- Review the way residents can engage and be involved with Broadland. Ensure this information is accessible and residents have a clear understanding of how they can get involved and scrutinise our services.
Tenant Satisfaction Measures
The Regulator of Social Housing has introduced a new way to assess how well social housing landlords in England are providing quality homes and services.
This includes a set of Tenant Satisfaction Measures (TSMs) that landlords must report on. These measures will help you understand how your landlord is performing.
What are we trying to achieve?
The Tenant Satisfaction Measures are designed to make landlords’ performance clear and help tenants hold them accountable. Each measure should be easy to understand and allow you to compare different landlords. Together, they provide a comprehensive view of a landlord’s performance in key areas.
How will they work?
There are 22 TSMs in total, covering five themes. Ten of these will be measured directly by landlords, and twelve through Tenant Perception Surveys.
How will tenant satisfaction measures work?
Tenant Perception Survey Results
We conducted our Tenant Perception Survey in October 2023.
Performance Measures
Measured by landlords directly
The following measures are set out by the Regulator which we are required to report on. The data here reflects our performance as of March 31st 2024. These scores are combined for rented and shared ownership tenants.
Proportion of homes for which all required gas safety checks have been carried out.
Proportion of homes for which all required fire risk assessments have been carried out.
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out.
Proportion of homes for which all required legionella risk assessments have been carried out.
Proportion of homes for which all required communal passenger lift safety checks have been carried out.
Number of anti-social behaviour cases, opened per 1,000 homes.
Number of anti-social behaviour cases that involved hate incidents opened per 1,000 homes
These scores are for rented tenants only.
0%
Proportion of homes that do not meet the Decent Homes Standard.
Proportion of non-emergency responsive repairs completed within the landlord’s target timescales.
Proportion of emergency responsive repairs completed within the landlord’s target timescales.
Number of stage one complaints received per 1,000 homes.
Number of stage two complaints received per 1,000 homes.
Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
Contact Us
We hope this section has helped you understand the Tenant Satisfaction Measures and how they benefit you. Your feedback is crucial in helping us improve our services and meet your needs effectively.
If you have any questions or need further information, please contact us:
Broadland Housing Association NCFC, Carrow Road, Norwich, NR1 1HU
Customer Services 0303 303 0003 enq@broadlandgroup.org
For more information on the Tenant Perception Survey