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 Survey results 2023
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 (TSM) 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.
Our results compare very well against other social landlords using the TSM questions this year. WDH ranks in the top quartile on nine 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
of tenants are satisfied with the overall service provided.
of tenants say they are supported to maintain their tenancy – this is a 13% increase from the last survey.
of customers are satisfied with recent repairs and 83% are satisfied with the time their repairs took to be completed.
of customers are satisfied their home is safe.
say their home is well maintained.
feel they are treated fairly and with respect by WDH.
are satisfied that their rent represents value for money.
of customers feel WDH keeps them well informed.
Areas for improvement
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The lowest areas of satisfaction were with WDH listening to and acting on customers' views (73%), and WDH's approach to handling anti-social behaviour (62%) and complaints (43%).
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In line with national results, our shared owners tend to be less satisfied with our services (67% are satisfied with our overall service) than our tenants.
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Most residents are very positive about the current service. However, some would like to see improvements to the repairs service, in particular, the timescales to complete work and dealing with outstanding repairs (10%), whilst others would like improvements to their homes in the form of updated kitchens and bathrooms and new windows (11%).
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Age is a factor in determining satisfaction levels. However, the area a customer lives in appears to make little difference, suggesting a consistent service is being delivered across the district.
What we'll do next
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.
|
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% |