Tenant Satisfaction Survey

Ref no

What we asked our tenants

% of tenants either very satisfied or fairly satisfied

What we are doing to improve

TP01

Overall satisfaction of housing services

54%

• Housing Improvement Programme set up to drive change across the housing service
• Reviewing the housing service and its structures to ensure it is fit for purpose and properly staffed to deliver for our tenants and leaseholders
• Involving tenants and leaseholders in shaping the services we deliver
• Working with the Regulator of Social Housing to ensure changes are permanent and sustainable

TP02

Satisfaction with overall repairs service received in last 12 months

63%

• We have introduced strong Key Performance Indicators (KPIs) to monitor performance
• We have introduced weekly contractor monitoring meetings to review key performance information
• We are working with our repairs contractors to ensure performance against KPIs

TP03

Satisfaction with time taken to complete most recent repair

65%

• New Repairs and Maintenance Policy to be introduced following consultation with tenants and leaseholders
• We are improving our systems to be able to respond to repairs concerns quicker
• We are managing our contractors on whether they respond within agreed repair timescales

TP04

Satisfaction that their home is well maintained

54%

• We are carrying out stock condition surveys on all our homes to better understand their current condition and inform us where our investment and maintenance work is most needed
• We are working with our stock condition data to ensure our planned maintenance works are scoped and ready for timely delivery

TP05

Satisfaction that their home is safe

63%

• We are introducing new health and safety policies and procedures
• We have introduced a new process for dealing with damp, mould and condensation
• We are training our staff so they know their legal responsibilities for keeping our tenants and leaseholders safe

TP06

Satisfaction that Castle Point listens to their views and acts upon them

40%

• We are giving our tenants and leaseholders a voice in the creation, review and adoption of new housing service policies and processes
• We are learning from the complaints, comments and compliments we receive and letting you know what we have done with the feedback received

TP07

Satisfaction that Castle Point keeps them informed about things that matter to them

58%

• We have reintroduced our housing newsletter so you are kept up to date with the work we are doing
• We are working forming and embedding tenant and leaseholder panels

TP08

Satisfaction that Castle Point treats them fairly and with respect

65%

• We have improved and embedded a new Housing Complaints process so that concerns can be addressed and learnt from
• We are carrying out customer service training for all customer facing staff
• Respect and treating people fairly is reinforced in all our policies, training and team meetings
• We are carrying out a consultation on a new Contractor Code of Conduct to get our tenants and leaseholders feedback on what is most important to them

TP09

Satisfaction with Castle Point’s approach to handling complaints

23%

• We have introduced new a policy that follows the Housing Ombudsman Complaints Handling Code with set timescales for responding to complaints.
• We are monitoring the performance of complaint responses
• We are completing satisfaction surveys once a complaint has been closed and are analysing the results to see what we can do to improve our approach to handling complaints

TP10

Satisfaction that Castle Point keeps communal areas clean and well maintained

56%

• Estate inspections will now be attended by both Housing Management Officers and surveyors from our housing technical team
• We are looking to embed a process where tenants and leaseholders can accompany Housing Management Officers and surveyors during estate inspections to ensure their observations and concerns are noted
• We aim to complete all estate inspections on an electronic device so that results can be shared easily

TP11

Satisfaction that Castle Point makes a positive contribution to neighbourhood

49%

• We aim to share inspection reports with tenants and leaseholders via email and noticeboards so they can see our contributions

TP12

Satisfaction with Castle Point’s approach to handling antisocial behaviour (ASB)

43%

• We are reviewing our approach to reports of antisocial behaviour (ASB)
• We are working to procure a new ASB system to better manage ASB cases
• We are working on updating the Council’s Community Safety Priorities
• We are updating the Council’s ASB policies for both housing and community safety
• We’re holding a focus group and carrying out a survey on the ASB service to feed into the new ASB Policy.
• We plan to introduce customer satisfaction surveys on all ASB cases, and we’ll then look to make any further adjustments to our approach to the ASB service.

BS01

Proportion of homes for which all required gas safety checks have been carried out

100%

BS02

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

100%

BS03

Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out 

0% *

BS04

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

100%

BS05

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

100%

RP01

Proportion of homes that do not meet the decent homes standard (low cost rented accommodation only)

0.9% **

RP02

Proportion of non-emergency responsive repairs completed within the landlord’s target timescale (low cost rented accommodation only) 

92.6%

RP03

Proportion of emergency repairs completed in the landlord’s target timescale (low cost rented accommodation only)

93.2%

NM01

Number of antisocial behaviour (ASB) cases opened (per 1,000 homes)

16.6

NM01

Number of antisocial behaviour (ASB) cases that involve hate incidents opened (per 1,000 homes)

1.3

CH01

Number of stage 1 complaints received (per 1,000 homes)

19.2

CH01

Number of stage 2 complaints received (per 1,000 homes)

2.7

CH02

Proportion of stage 1 complaints responded to within the Housing Ombudsman’s complaint handling code timescales

69%

CH02

Proportion of stage two complaints responded to within the Housing Ombudsman’s complaint handling code timescales

75%