Tenant Satisfaction Measures
Each year, the Regulator of Social Housing requires us to publish our Tenant Satisfaction Measures (TSMs).
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What are Tenant Satisfaction Measures?
As part of its revised powers and focus on consumer standards, the Regulator of Social Housing created 22 Tenant Satisfaction Measures. These were finalised in September 2022.
The Tenant Satisfaction Measures cover five main themes:
- repairs
- building safety
- effective complaint-handling
- respectful and helpful tenant engagement
- responsible neighbourhood management
10 of the Tenant Satisfaction Measures are measured by management information (e.g., performance data) and 12 are measured by perception surveys completed by customers.
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Why are Tenant Satisfaction Measures necessary?
They provide accountability on our performance and allow us to further understand our customer voice and perception. This supports improvement of our service delivery across all areas.
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How are customers surveyed?
The City of Wolverhampton Council’s (CWC) Housing Strategy team have commissioned an external agency expert, Acuity, to collect information from customers.
Our performance
We take customer feedback seriously and use this to inform improvements in the delivery of our services.
The latest results for Wolverhampton Homes show that:
- Overall satisfaction is 65%
- Dissatisfaction is 21%
- Neither is 14%
2024 - 2025
View TSMs for all CWC managing agents
View TSMs for Wolverhampton Homes
2023 - 2024
What are we doing to improve?
We have been working hard to provide a first-class service for our customers and are developing and redesigning services to deliver against our customers' needs and expectations.
This has been supported by several initiatives, including:
- Down Your Way activities
- Days of action, including volunteering support
- See It, Report It – ensuring our customers are safe and well and supported to maintain their tenancy
- My Account app – providing digital access to our services
- Concierge service – delivering services across our estates
Communal areas
We have listened to customer concerns about communal areas.
To make improvements, we have prioritised both internal and external communal areas, given the importance the maintenance and appearance these have on our individual tenants, residents and the wider community.
The Tenancy and Leasehold team are working closely with the Anti-Social Behaviour, Concierge and Estate Services teams to develop new ways of working that focus on communal areas.
This includes:
- increasing the presence of key members of staff from these teams on certain estates
- talking to colleagues in the City of Wolverhampton Council about how we can improve the handling of waste and fly-tipping
- developing more robust monitoring arrangements of the cleaning regime, particularly in relation to low-rise blocks of flats