On 1st April 2023, the new Tenant Satisfaction Measures (TSMs) were made a requirement by our Regulator.
These are a set of questions we must ask you about things like our repairs service, complaints process, or how we’re listening to your views.
Our results from April – June 2023
|
Tenant Satisfaction Measure |
How Thrive is doing | Compared to other landlords |
| Overall satisfaction with the service provided by your landlord | 67.8% satisfied | 66.8% satisfied |
|
Satisfaction with the repairs service |
73.2% satisfied |
73.6% satisfied |
|
Satisfaction with the repairs service |
73.2% satisfied |
73.6% satisfied |
|
Satisfaction with the time taken to complete a repair |
63% satisfied |
63% satisfied |
|
Satisfaction that your landlord provides a home that is well maintained |
67.3% satisfied |
71.3% satisfied |
|
Satisfaction that your landlord provides a home that is safe |
77% satisfied |
77.4% satisfied |
|
Satisfaction with the repairs service |
73.2% satisfied |
73.6% satisfied |
|
Satisfaction with the time taken to complete a repair |
63% satisfied |
63% satisfied |
|
Satisfaction that your landlord provides a home that is well maintained |
67.3% satisfied |
71.3% satisfied |
|
Satisfaction that your landlord provides a home that is safe |
77% satisfied |
77.4% satisfied |
|
Satisfaction that your landlord listens to your views and acts on them |
60.4% satisfied |
58.1% satisfied |
|
Satisfied that your landlord keeps you informed about things that matter to you |
74.6% satisfied |
68.8% satisfied |
|
Whether you agree that your landlord treats you fairly and with respect |
76% agree |
74% agree |
|
Satisfaction with your landlord’s approach to complaints handling |
38.8% satisfied |
38.1% satisfied |
|
Satisfaction that your landlord keeps communal areas clean and well-maintained |
64.1% satisfied |
63% satisfied |
|
Satisfaction that your landlord makes a positive contribution to your neighbourhood |
62.8% satisfied |
59.9% satisfied |
|
Satisfaction with your landlord’s approach to handling anti-social behaviour |
63.7% satisfied |
58.1% satisfied |
In most areas we are performing above or in line with other landlords - but we still want to improve customer experience!
Our key areas for focus
Working closely with our teams, we’d like to share some of the ways we are acting on your input.
Keeping you informed
Recent feedback from Thrive Customer Voice members told us that messages about repair appointments are confusing, so we’ve been reviewing the wording used.
After looking at how you are told about upcoming and follow-up repairs, we are pleased to share that we have:
- reminded our engineers to make sure you know when they are on their way
- introduced a new process to make sure you know when your next repair appointment is before we leave your home
- started taking a closer look at if there are any particular repair types that you are unhappy with.
Listening and acting on your input
Using your feedback, we made some changes to our website homepage to make it easier to access information about our repairs service.
Your feedback is also telling us that we don’t always keep you informed about other appointments and enquiries you have, such as anti-social behaviour cases. To improve this, we are:
- providing colleague refresher training on record keeping
- making system changes to make sure outstanding enquiries can be monitored and customers are responded to
- introducing a rota to make sure our colleagues have time in their working day to respond to any outstanding queries.
This means you may hear from a number of our colleagues, which should keep you informed regularly.
Feeling safe in your home
We expect our customers to feel and be safe in their home, so we’ve been taking a closer look at why 23% don’t feel this way.
So far, we have found themes connected to flat block door entry systems as well as anti-social behaviour issues.
To make sure we’ve understood everything fully, we are going to be asking Thrive Customer Voice members to tell us if there is anything else we’re missing and how we can improve attention to important safety communications in late September.