TSM results for homeowners

Living in a safe home (61%) is the biggest driver of overall satisfaction for Home Ownership residents. Whilst this area has scored well, the results show there is still room for improvement. The top reason for dissatisfaction is communal entrance doors/intercom systems not working (21%). This is followed by concerns around the physical building (17%). We’re already making improvements and have retendered our London repairs service contract, which has been the root cause of much dissatisfaction. We expect these changes to result in improvements during 2024-25.

Being treated fairly and with respect (61%) is the second top driver of overall satisfaction.

Neighbourhood as a place to live (85%)* scored positively, showing that on the whole residents are satisfied with their neighbourhood. Where issues were mentioned, these included comments about ASB (crime, drugs) and rubbish and items dumped on the road. 

Keeping residents informed (55%) is 18 percentage points above the overall satisfaction and stayed stable across the year. However, feedback regarding not being kept up to date with progress and issues not acted upon are the main concerns identified (38%).

We’ve increased our communications to Home Ownership residents this year, introducing a new, dedicated resident newsletter for homeowners. We’ll continue to listen to residents to improve communications.

*Please note: This is a service promise question not a TSM.

Listens and acts (30%) had the second lowest satisfaction score, however we have seen an improvement throughout the year.

Complaints handling (16%) has the lowest satisfaction score amongst all the results. Slow responses/lack of follow up is the main reason for comments (37%).  We’re taking action to improve our Complaints Service and we’re changing our culture to elevate the importance of managing complaints quickly and effectively. We placed the entire process under the responsibility of a single executive director to ensure visibility and accountability. We’ve restructured our complaints handling process and we’ve grown our Complaints Team to clear the backlog of complaints following the merger. We’re confident residents will see an improvement in complaints handling as a result of these changes.

ASB handing (40%) is just above the overall satisfaction and Contribution to Neighbourhood (44%) is the third biggest driver of overall satisfaction. We working closely with residents and our partners on community safety and have introduced an ASB service improvement plan.

Communal Areas (48%) stayed stable across the year. When asked, grounds maintenance (18%) is the top feedback theme, followed by multiple communal issues (17%) and communal repairs and maintenance (16%). Feedback is that cleaning is good, but the overall maintenance of the building and communal areas could be improved.

Despite some negative feedback about the communal cleaning, more residents gave positive feedback than negative. Homeowners said the cleaners are doing a good job and they have positive attitude in the workplace. We’ll work with frontline teams and our contractor to share this feedback and highlight the areas for improvement.