We measure resident satisfaction with our complaints process on a regular basis, with a monthly complaints survey for those who have made a formal complaint to us. This survey gives residents an opportunity to express their satisfaction with particular aspects of the complaints process, such as timeliness and it being a neutral process. It also provides an opportunity for residents to give their open comments on areas for improvement. Reporting takes place on a quarterly basis, and the results are shared with members of the Executive team, Resident Complaints Panel and to line management structures through their performance reporting.

12.2   Complaint satisfaction at a national level is measured annually through our Residents’ Survey, which includes Tenant Satisfaction Measures (TSMs) set out by the Regulator of Social Housing. One TSM covers complaint handling in particular, and the satisfaction score from this measure is used as a key performance indicator. A summary report of our annual TSM results is shared widely across the organisation, as well as individual scheme reports.

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