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 / 2025
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
Results from our 2024 / 2025 survey
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% |
WDH’s survey achieved a sample size of 2,512 including partial responses. There were 2,448 responses from tenants in low cost rental accommodation (LCRA) properties and 64 responses from respondents living in low cost home ownership (LCHO) properties.
The survey was carried out between 25 July 2023 and 22 August 2023 and responses were collected during telephone interviews. The survey was carried out using a random sampling method. For a landlord the size of WDH, the Regulator requires results to be accurate to within a margin of error of ±2% at the 95% confidence level, which would require responses from 2,222 residents. However, WDH opted to increase the sample beyond this level, meaning the overall results are high enough to conclude that the findings are accurate to within ±1.8%. Quotas were also used on telephone surveys on tenure, area and age to achieve a more representative sample. No weighting was applied to the results due to the level of accuracy achieved.
WDH’s survey was carried out by Acuity Research and Practice Ltd., who generated and validated the reported perception measures. No households were excluded due to exceptional circumstances and no incentives were offered to respondents.
When the survey was carried out, WDH had not crossed the LCHO reporting threshold of 1,000 properties specified in the RSH’s TSM Tenant Survey Requirements. WDH’s survey provider delivered a survey that exceeded the minimum LCRA sample size required to achieve statistical accuracy at the time of the survey, and included a proportionate number of responses from the relevant LCHO population. In quarter 4 of 2023 / 2024, WDH crossed the reporting threshold for LCHO but was unable to run an additional survey to generate responses that were proportionate to the relevant LCHO population by year end, meaning that the results reported for LCHO for 2023 /2024 do not meet the minimum level of statistical accuracy.
WDH began to plan its 2024 / 2025 survey in February 2024. The LCRA and LCHO surveys can will be split and run proportionately within themselves and disproportionately to each other. Given that WDH now owns just over 1,000 LCHO units and that the relevant population is just over 900, WDH will take a census approach and make every effort to achieve the level of accuracy required. This may be challenging given the small relevant LCHO population, but WDH understands that where it is not possible to achieve this level of statistical accuracy, employing a census approach will be sufficient to meet this requirement.
WDH is not aware of any other methodological issues likely to have a material impact on the tenant perception measures reported.
Soft Validations
TSM0250 Sect 2 Q4d CH02 (2) LCHO –
There were no stage 2 complaints for LCHO properties in 2023/24 therefore the value added was 0%. Inputting 100% of complaints within timescale does not alter the soft validation and as there were no complaints of this nature, we felt that inputting 0 was the right response.
TSM0277 Sect 2 Q4e TP10 LCHO –
This has had a low response rate of just 7 people as our portfolio LCHO properties that have a communal area are very low. Given that WDH now owns just over 1,000 LCHO units and that the relevant population is just over 900, WDH will take a census approach and make every effort to achieve the level of accuracy required. This will mean that we will receive more representative feedback for this criterion which will help us to improve our services.