Result of Tenant Satisfaction Survey 2023-24

Result of Tenant Satisfaction Survey 2023-24

The Regulator of Social Housing introduced a requirement to collect Tenant Satisfaction Measures on an annual basis from April 2023. These measures are to be collected as part of a survey which is compliant with the prescribed methodology.  The results of the survey will be submitted to the Regulator in April 2024 by Manchester City Council, who will be consolidating all the responses across all the providers who manage council-owned homes.

Review of TSM Survey Results:

The Tenant Satisfaction Measurement (TSM) survey was conducted between October 23, 2023, and January 4, 2024, aimed to assess residents’ satisfaction levels and perceptions within SHOUT TMO properties. Here’s a comprehensive analysis of the provided data:

Response Rate and Methodology:

• The survey was sent to all tenants within SHOUT TMO management.
• We received 24 responses out of 101 properties.  This is a response rate of 24%.
• Responses were collected through two channels: 33% via SMS and 67% via postal survey. This dual approach may have contributed to a more inclusive sample.

Tenant Perception Measures :

1. Overall Service Satisfaction :67% of respondents reported satisfaction with the overall service provided by their landlord.
2. Repair Service Satisfaction :56% of residents said they were satisfied with the overall repair services and 50% satisfied with the time taken to complete repairs..
3. Home Maintenance and Safety :50% of residents were satisfied that their home is well maintained and 63% were satisfied that their home is safe.

1. Communication and Tenant Engagement: A majority of respondents expressed satisfaction with landlord communication (58%), information provision (52%), and fair treatment (67%).

5. Complaint Handling :Only 29% of residents were satisfied with complaints handling.
6. Communal Area Maintenance and Neighbourhood Contribution :Satisfaction with communal area maintenance (33%) and landlord’s neighbourhood contribution (63%)
7. Anti-Social Behaviour :Satisfaction with the landlord’s approach to handling anti-social behaviour stands at 25%, this is despite low complaints in this area from residents.

Demographic Insights:

• Ethnicity:Most respondents identify as White (57%), followed by Black (13%) and other ethnicities.
• Age:The age distribution of respondents indicates a significant proportion of individuals aged 45 to 64 (86%)

We would like to thank everyone who took part in the survey and recognise that there are areas which require further development and work, to ensure resident satisfaction.

Recommendations for Improvement:

1. Enhanced Repair Services:Focus on improving repair service quality and timeliness to address dissatisfaction among residents.
2. Complaint Resolution:Implement measures to enhance the complaints handling process, ensuring prompt and satisfactory resolution for complainants.
3. Anti-Social Behaviour Management:Develop robust strategies to tackle anti-social behaviour effectively, despite its relatively low incidence rate.
4. Communication and Engagement:Strengthen communication channels and engagement initiatives to foster a sense of community and address residents’ concerns proactively.
5. Diverse Needs Consideration:Tailor services and interventions to meet the diverse needs and preferences of residents across different demographic segments.

In conclusion, while the survey reveals areas of satisfaction, it also highlights significant areas for improvement, particularly in repair services, complaints handling, and anti-social behaviour management.

Addressing these concerns while leveraging resident feedback and demographic insights can contribute to enhancing overall tenant satisfaction and fostering a thriving community within SHOUT TMO properties.