The Regulator of Social Housing makes sure all housing associations like Grand Union are run well.
They have proposed some new measures for landlords like us to follow. They are called Tenant Satisfaction Measures, or TSMs for short. They help to make sure we are delivering quality homes and a good customer service.
Every year we will collect feedback from customers about how we’re doing and then publish the results.
The TSMs are important to us because you give us an honest and true picture of the service you receive from us. We can then use this information to improve what we do and how we do it.
To make sure we heard from as many of you as possible, we ran the survey in three different ways:
Voice, our anonymous feedback platform
We had a great response this year, with 1,356 of you taking part. Here are the 12 questions we asked, with their scores:
Satisfaction with repairs service
Time taken to complete your repair
Provides a home that is well maintained
Provides a home that is safe
Listens to your views and acts upon them
Keeps you informed
Treats me fairly and with respect
Approach to complaints handling
Keeps communal areas clean/maintained
Makes a positive contribution to your neighbourhood
Approach to handling antisocial behaviour
We can see that we have work to do to improve the levels of overall satisfaction.
Throughout this report we’ve included the work we’re doing, and planning to do, to improve things.
You can find more details about TSMs on the government website.
Have a look at some other facts and figures from the year: