How our 2024/25 Tenant Satisfaction Measures (TSMs) measure up | Tenant news

Every year, we gather feedback through Tenant Satisfaction Measures (TSMs) to see how happy you are with our services, and these results help us improve our homes and services. 

In 2024/25 Q1 – Q3 (from 1 April 2024 to 31 December 2024), we’re pleased to report that we saw positive results in several areas, with a strong overall satisfaction rate.

So, what exactly are TSMs?

What are TSMs?

TSMs are surveys that ask about different aspects of your experience, including repairs, communications, and the overall service you receive from Habinteg.

Feedback from our tenants helps to shape the way we work and ensures we focus on what matters most to you, and in 2024/5, you talked to us about:

• Overall satisfaction: The percentage of tenants who said they were satisfied with the overall service from Habinteg. 62% of tenants reported satisfaction in the full year (April 2023 – March 2024).
  
  
• Repairs and maintenance: More tenants are happy with our repairs, with satisfaction rising to 66% from 57.6% last year. This is thanks to quicker response times and better-quality work.
  
  After hearing your feedback in the 2023 review, we’ve started an improvement plan and are working with an external company to help make further changes. Our target is 78% satisfaction within three years.
  
  
• Communication: Satisfaction with our communication has improved, reaching 70% from 69% last year. We know there's always room to improve, and we’ll focus on keeping you updated about local Neighbourhood Plans and how things are going.
  
  Tenants have also told us that repairs and investment work are important. We’re making sure contractors keep you informed about repairs, and once we have the latest information on the condition of our homes, we’ll send updates to all tenants.
  
  You can also use the My Habinteg tenant portal to report repairs, track them, and get updates anytime.
  
  
• Safety and security: Tenants told us they feel safe in their homes and neighbourhoods, and satisfaction with the safety and security of our homes has improved, reaching 74% from 72.8% last year.
  
  Your safety is a top priority, and we’re committed to keeping our properties secure and well-maintained. Our goal is to achieve 85% satisfaction within the next three years.
  
  

You can view the full 2023/24 TSM results and Q1-Q3 2024/25 TSM results at www.habinteg.org.uk/tenant-satisfaction-measures.

Looking ahead

Some tenants have told us they’d like quicker responses for non-urgent repairs and more chances to get involved. We’ll be focusing on these areas in the year ahead.

In the meantime, we’ve created a Learning from getting it wrong page to share how we handle complaints and what we do to make things better.

If you’d like to get more involved with Habinteg and help us shape our services, visit www.habinteg.org.uk/tenantinvolvement to find out how.

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