Our Tenant Satisfaction Measures Data

Tenant Satisfaction Measures (TSMs) have been designed by the Regulator for Social Housing to drive up standards and improve the quality of social housing by ensuring providers are accountable for the services they deliver.

There are 22 measures, 12 of these measures come directly from customer feedback surveys, 10 come from information we hold on our systems about our operational activity.

We have always valued the input of our customers and before the TSM framework was introduced, we regularly conducted surveys to understand how we could improve our performance and meet our customers’ needs. We have been collecting TSM data from 1st the of April 2023, and we will share our first year results with both the regulator and our customers in Summer 2024.

Orwell employed an external agency called TLF to undertake the TSM survey on our behalf, calling a random sample of tenants on a quarterly basis throughout the year. The table below shows the results so far.

Tenant Satisfaction Measures

These are year-to-date figures taken from April 2023 - December 2023.

TSM

78.4 %

Satisfied with the service provided by Orwell

TSM

75.5 %

Satisfied with the repairs service

TSM

66.0 %

Satisfied with the time taken to complete your most recent repair

TSM

75.9 %

Satisfied with how well your home is maintained

TSM

87.1 %

Satisfied that your home is safe

TSM

68.1 %

Satisfied we listen to your views and act upon them

TSM

72.8 %

Satisfied that we keep you informed about things that matter

TSM

84.9 %

Satisfied that we treat you fairly and with respect

TSM

36.8 %

Satisfied with our approach to complaints

TSM

66.3 %

Satisfied we keep communal areas clean and well maintained

TSM

72.0 %

Satisfied we make a positive contribution to your neighbourhood

TSM

63.6 %

Satisfied with how we handle anti-social behaviour

In April 2024, our scores will be submitted to the social housing regulator. The regulator will publish national league tables showing how we compare to all other social landlords and local authorities across the country.

Our team is currently reviewing feedback from our customers. In order to prioritise our efforts, we are focusing on areas with a lower level of satisfaction. Here are some of the steps we are taking to address customer concerns:

Repairs

We consulted our customers about Orwell’s repairs appointment times and used the feedback we gathered to make our service more efficient and customer focused.

We have also grown our repairs team, adding new colleagues to our repair operatives and admin teams. This allows us to improve our communication with customers and better monitor the quality of the work we do.
Complaints

We launched our CHAT (Complaint Handling Assessment Team) sessions, which are led by our customers. During these sessions, CHAT review a sample of complaints that Orwell received in the previous quarter. Their goal is to make sure Orwell has provided a quality and fair response.

All team members who handle complaints have received specialised training this year. The focus was on treating customers as unique individuals.
Anti-Social Behaviour

We have recently launched a survey asking for feedback from customers who have experienced anti-social behaviour. We would like to understand how we can improve the service we provide. The survey feedback will be reviewed on a monthly basis.

We have recently reviewed and updated our anti-social behaviour policy and procedure. This is to ensure that customers are offered the most appropriate solution for them.