In August 2023, we surveyed more than 2,500 of our tenants and shared owners to collect their views on the services WDH provides and find out how satisfied they are. Thank you to all our customers who took part.
The survey was part of the new Tenant Satisfaction Measures standard, created by the Regulator of Social Housing to find out how well social housing landlords in England are doing at providing good quality homes and services. As well as introducing revised consumer standards, it also involves a set of tenant satisfaction measures that social housing landlords must report on. People will be able to use these measures to understand how well landlords are doing.
The results help us to understand customers' opinions of our services, monitor our progress, benchmark against other landlords, meet regulatory requirements and provide findings that allow us to take action to address dissatisfaction.
Our results show us that WDH has strong levels of satisfaction across a wide range of services, including our overall service, which 82% of tenants are happy with. This is a very positive outcome and is a reflection of the work our teams do each day.
The areas for improvement provide an opportunity for us to focus on the things that will make our customers' experience even better.
Action plans are being developed to identify what we can do to address areas of dissatisfaction. We'll share these actions with tenants who were involved and our Customer Committee to sense check these and ensure they meet customer need.
Following this, a working group will be formed to take actions forward, and progress will be reported to our Corporate Management Team (CMT) throughout the year.