The satisfaction of our residents is vital for us to be able to deliver our 2022 - 2026 Vision. Our role aside from delivering public services, is to make Arun a better place to live, work and visit.
There have been recent changes in the housing sector and as a provider of social housing, we are required to comply, by providing our tenants with greater transparency about our performance and meet the overall satisfaction of our residents.
Changes in the housing sector include the introduction of the Tenant Satisfaction Measures Standard. The new regulatory requirements came into force on 1 April 2023, at which point, social housing landlords began to distribute a survey to residents to collect data in line with a core set of defined measures, to return to the regulator.
As part of the introduced measures, the Tenant Satisfaction Measures survey questions need to include the 12 tenant perception questions exactly as the Regulator has written them, landlords will also be allowed to include their own questions along with these. Our survey went live in June 2023.
Landlords that own 1,000 or more dwelling units of LCRA (Low-Cost Rental Accommodation) will send the first year of tenant satisfaction measures data back to the Regulator in the summer of 2024. As we are a provider of over 3,000 homes, we will be required to conform to this. The data will be returned to us towards the end of August 2023, and our results will be taken to our committee in November 2023, and published on this page soon after.
For more information please visit our Resident engagement strategy and our Council vision 2022-2026 website pages. The Tenant Satisfaction Measures Standard is available on the government website page.
You can read the results of our 2023 residents' satisfaction survey and see our plan for service delivery improvements on our resident engagement page.
In addition to the 12 resident perception questions, we will also need to report on several performance indicators. These are related to building safety, anti-social behaviour, neighbourhood management, complaints and repairs. These will also be submitted to the regulator along with our satisfaction results.
You can read our performance results below:
Performance results
Tenant satisfaction measure
|
Our performance 2023/24
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Compliance
|
BS01 - proportion of homes for which all required gas safety checks have been carried out.
|
99.8%
|
BS02 - proportion of homes for which all required fire risk assessments have been carried out.
|
100%
|
BS03 - proportion of homes for which all required asbestos management surveys or re-inspections have been carried out.
|
74%
|
BS04 - proportion of homes for which all required legionella risk assessments have been carried out.
|
66.8%
|
BS05 -proportion of homes for which all required communal passenger lift safety checks have been carried out
|
100%
|
Anti-social behaviour
|
NM01 - number of anti-social behaviour cases opened per 1,000 homes.
|
25.4
|
NM01 - number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes.
|
0.3
|
Complaints
|
CH01 — number of stage one complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes.
|
90.4
|
CH02 - proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
|
89%
|
CH01 — number of stage two complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes.
|
16.9
|
CH02 — proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
|
94.8%
|
Repairs
|
RP02 - proportion of non-emergency responsive repairs completed within the landlord’s target timescale.
|
77.9%
|
RP02 - proportion of emergency responsive repairs completed within the landlord’s target timescale.
|
81%
|
We also produce a quarterly booklet that gives you more information on the actions we are taking as a result of feedback you have given us.
Read the housing services performance booklet on PageSuite