We are committed to delivering excellent services to help create confident communities.
You can see more about our work in the reports below or read on to see the latest results of our Tenant Satisfaction Survey.
What our tenants say
Tenant Satisfaction Measures (TSM) Survey results 2024
In August 2024, we surveyed more than 2,500 of our tenants and shared owners to find out how satisfied they are with the services we provide.
These results help us understand customer satisfaction with the services we provide, monitor our progress, benchmark against other landlords, meet regulatory requirements and provide information that allows us to take action to improve.
Our results show that WDH has strong levels of satisfaction across a wide range of services, including our overall service, which 85% of tenants are happy with, an increase of 2% from last year’s survey. This is a very positive outcome and reflects the work our teams do each day.
Our results compare very well against other social landlords using the TSM questions this year. We rank in the top quartile on ten of the twelve other measures.
The areas for improvement provide an opportunity for us to focus on the things that will make our customers’ experience even better.
Areas of celebration
say they are satisfied with the service we provide.
of customers are satisfied they they live in a well-maintained home.
feel satisfied with the time taken to complete their most recent repair.
of customers are satisfied with their repair in the last 12 months.
say they are kept informed about things that matter to them.
of customers are satisfied with the safety of their home.
feel that they are treated fairly and with respect.
Areas for improvement
· The lowest area of satisfaction was with the way we listen to tenant views and act on them (21% satisfaction), our approach to handling anti-social behaviour (63% satisfaction) and how we handle complaints (44% satisfaction).
· Most residents are very positive about our service. However, some would like to see improvements to our repairs service. This includes timescales, dealing with outstanding repairs and addressing damp, mould and condensation issues.
What we’ll do next
We’re developing plans to identify what we can do to improve. We’ll share these with involved tenants and our Customer Committee to sense check them and ensure they meet customer need.
We'll then create a working group to take actions forward and report on the progress to our Corporate Management Team (CMT) throughout the year.
|
Overall satisfaction |
Low cost rental accommodation (LCRA) |
Low cost home ownership (LCHO) |
|
|
TP01 |
Proportion of respondents who report that they are satisfied with the overall service from their landlord. |
82.8% |
67.2% |
|
|
Keeping properties in good repair |
|
|
|
RP01 |
Proportion of homes that do not meet the Decent Homes Standard. |
0.0% |
Not applicable |
|
RP02 (1) |
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale |
54.4% |
Not applicable |
|
RP02 (2) |
Proportion of emergency responsive repairs completed within the landlord’s target timescale |
88.5% |
Not applicable |
|
TP02 |
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service. |
86.6% |
Not applicable |
|
TP03 |
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair. |
83% |
Not applicable |
|
TP04 |
Proportion of respondents who report that they are satisfied that their home is well maintained. |
83.4% |
Not applicable |
|
|
Maintaining building safety |
|
|
|
BS01 |
Proportion of homes for which all required gas safety checks have been carried out. |
100% |
Not applicable |
|
BS02 |
Proportion of homes for which all required fire risk assessments have been carried out. |
100% |
Not applicable |
|
BS03 |
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. |
100% |
Not applicable |
|
BS04 |
Proportion of homes for which all required legionella risk assessments have been carried out. |
100% |
Not applicable |
|
BS05 |
Proportion of homes for which all required communal passenger lift safety checks have been carried out. |
100% |
Not applicable |
|
TP05 |
Proportion of respondents who report that they are satisfied that their home is safe. |
87.2% |
82.8% |
|
|
Effective handling of complaints |
|
|
|
CH01(1) |
Number of stage one complaints received per 1,000 homes: |
7 |
3 |
|
CH01(2) |
Number of stage two complaints received per 1,000 homes: |
1 |
0 |
|
CH02(1) |
Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. |
98.7% |
100% |
|
CH02(2) |
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. |
100% |
100% |
|
TP09 |
Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling. |
42.9% |
50% |
|
|
Respectful and helpful engagement |
|
|
|
TP06 |
Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. |
73.6% |
53.5% |
|
TP07 |
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. |
81.9% |
53.8% |
|
TP08 |
Proportion of respondents who report that they agree their landlord treats them fairly and with respect. |
84.2% |
61.7% |
|
|
Responsible neighbourhood management |
|
|
|
NM01(1) |
Number of anti-social behaviour cases opened, per 1,000 homes. |
189 |
Not applicable |
|
NM01(2) |
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes |
2 |
Not applicable |
|
TP10 |
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. |
74.6% |
14.3% |
|
TP11 |
Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. |
74.5% |
62.2% |
|
TP12 |
Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour. |
62.1% |
42.4% |