New tenant satisfaction measures
The Regulator of Social Housing is appointed by the government to make sure social housing providers like Raven, provide good quality homes and services to our customers.
Over the last couple of years the regulator has been carrying out research with landlords and customers, looking at ways to measure tenant satisfaction. As a result of this research, the Regulator of Social Housing has created a new system for assessing how well we are doing at providing good quality homes and services to you.
This includes a set of 12 new tenant satisfaction measures that are broadly divided into 4 areas:
- Satisfaction with the services you receive. This includes things like overall satisfaction with Raven, how satisfied you are with your repairs and home maintenance, and how safe you feel in your home.
- Satisfaction with the way you are treated by your landlord. This includes things like whether your landlord listens to your views and acts on your feedback, whether your landlord keeps you well informed and treats you fairly and with respect, and how well your landlord deals with complaints.
- Satisfaction with your neighbourhood and community. This includes things like how clean and tidy communal areas are, how your landlord manages anti-social behaviour and community contribution.
- The final area measures things like health and safety and regulatory compliance. For example gas and electrical checks being completed on time.
Starting from April 2023, all registered social housing providers will have to report on how we are delivering using the new measures. Some are similar to existing questions we ask you now, but there are some key differences which are designed to make it easier for you to scrutinise how well we are doing and for us to be able to identify the areas where we need to improve.
Our customer engagement teams are looking at the questions we already ask and the information we collect from our systems to make sure we can provide the level of information needed. We’re also working with the Customer Voice Panel on this.
We’ll keep you posted on progress to deliver this – we’ve set up a dedicated page on our Raven website click here where you can find out more about all 12 of the measures.
In the meantime, if you’d like to read more about the Regulator of Social Housing, and the Tenant Satisfaction Methods, follow this link to the government website.