Your home and our services: an update

You may have read our previous blog introducing tenant satisfaction measures. We want to keep you updated on what we are doing in relation to these as they come into action on the 1st of April.

As a reminder, the regulator for social housing is creating a new system. This will assess the quality of homes and services social housing landlords provide in England (Scotland has measures put in place by the Scottish housing regulator). It includes a set of tenant satisfaction measures. We’ll be reporting on these, and it’s a way for people to understand how well landlords are doing.

Here are the measures at a glance:

• Keeping properties in good repair
• Maintaining building safety
• Respectful and helpful engagement
• Effective handling of complaints
• Responsible neighbourhood management

First things first, here is an update on the way we carry out estate inspections. You asked us to work on this so you could see clear outcomes from estate walkabouts or inspections. As a result, we are trialling a new mobile app in the Midlands which will save time on each inspection.

Next, we want to hear about your experience as a Home Group customer and your home. We will be sending out surveys so that you can feed back to us. It’s important we get as many responses as we can so we can focus on the things that are important to you.

There are several other things you have told us matter to you. Read on to see what we are doing about them.

Visibility of housing managers

You want to know who your housing manager is, what they look like and when to expect them. We are piloting notice boards that include photos of your housing managers including the dates they will be in your area.

Ease of contact

You want contacting us to be quick and easy. We are exploring digital ways of keeping in touch. We have started using TikTok and YouTube  for some general messaging. We are also testing some communication methods for smaller communities and neighbourhoods.

Knowing our customers

You don’t want to repeat additional needs, such as disabilities, every time you contact us. We are using our system to make sure we have up-to-date information about who you are and how we can support you.

We will be updating you as we continue to measure our progress against the tenant satisfaction measures.