Resident Satisfaction – Funding Affordable Homes Housing Association

In 2023, the Regulator of Social Housing (the Regulator) brought in a new regulatory requirement. Every year, FAHHA, as a small social housing provider, needs to carry out and publish the results of Tenant Satisfaction Measures (TSMs).

The TSMs are required by the Regulator to be published by the landlord of the residents. Although FAHHA has engaged three local managing Registered Provider partners (Managing RPs) to manage its housing schemes, FAHHA is, currently, the landlord of all its 119 shared ownership leasehold households and is therefore responsible for publishing the TSM results for those households.

The TSM surveys were carried out by FAHHA’s three Managing RPs and a summary of the survey approach adopted by each of them and the results of the TSMs (both gathered from surveys of residents and generated from management information) are set out below. Copies of the three surveys can also be accessed here. The references in the tables below in brackets refer to the TSM numbering and to the relevant paragraph from the TSM Technical Requirements.

Summary of Survey Approach 2023 – 2024 by three Managing Registered Provider Partners.

Said they are satisfied with overall service from their landloard (TP01)

Said they satisfied that their home is safe (TP05)

Said they are satisfied that their ladloard listens to tenant views and acts upon them (TP06)

Number of responses (pp 35 a)

48 out of 119 households

Timing of survey (pp 35 b)

May/June 2023, Sept/Oct 2023, Aug 2023- Feb 2024

Collection method(s) (pp 35 c)

1. Online through a link set by post and reminders sent by text

2. Online with links sent by email and SMS. Where residents are digitally excluded, hard copy postal surveys sent with pre-paid envelopes for return. Residents also had the option to call a dedicated line and carry out the survey over the phone. Email reminders sent to those with email addresses

3. By telephone call from member of Managing RP’s Customer Service Directorate

Sample method (pp 35 d)

Census Survey

Role of any named external contractor in collecting, generating or validating the perception measures (pp 35 g)

One Managing RP conducted survey in-house with advice from The Leadership Factor (TLF)

Type and amount of incentives offered (pp 35 j)

Two managing RPs offered entry to a prize draw to win a £100 voucher; one Managing RP donated £1 to a local charity for every survey completed

Methodological issues likely to have material impact on tenant perception measures reported (pp 35 k)

For one Managing RP, at the time of the survey in 2023, they had no ability to differentiate between different contracts/locations as names and addresses were not mandatory. This issue is being addressed going forward so as to provide greater clarity on the numbers of respondents and the trends for a particular scheme

Questionnaires used to generate the survey responses, including additional questions/introductory or explanatory wording (pp 36)

Link to three surveys provided

Tenant Perception Measures 1 April 2023 – 31 March 2024.

Total Number of respondents

48 out of 119

Proportion of respondents who report that they are satisfied with the overall service from their landlord (TP01)

68.8

Proportion of respondents who report that they are satisfied that their home is safe (TP05)

79.2

Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them (TP06)

66.7

Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them (TP07)

66.7

Proportion of respondents who report that they agree their landlord treats them fairly and with respect (TP08)

89.6

Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling (TP09)

69.2

Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained (TP10)

72.7

Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood (TP11)

85.4

Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour (TP12)

72.4

TSMs generated from Management Information 1 April 2023-31 March 2024.

Complaints relative to the size of the landlord (CH01)

1. Stage one complaints 82.8
2. Stage two complaints 6.4
Received per 1,000 homes Per 1,000 homes

Complaints responded to within the Housing Ombudsman’s Complaints Handling Code timescales (CH02)

1. Stage one complaints responded to within 10 working days 84.6%

2. Stage two complaints responded to within 20 working days 100%

Anti-social behaviour cases relative to the size of the landlord (NM01)

1. Anti-social behaviour cases, of which 12.7
2. Anti-social behaviour cases that involve hate incidents None involving hate incidents
Opened per 1,000 homes Per 1,000 homes

Proportion of homes for which all required fire risk assessments have been carried out (BS05)

100%

Proportion of homes for which all required legionella risk assessments have been carried out (BS04)

100%

Proportion of homes for which all required communal passenger lift safety checks have been carried out (BS05)

100%

Resident Satisfaction.