Havering Housing Team are listening!
How we are using your feedback to improve our services
We make sure that your voice matters – we gather tenant feedback from satisfaction surveys, consultations, complaints and all other types of contact, whether in person, by telephone or by email to identify areas of our service that you have told us matter the most.
We then look at how we can make improvements; such as making a change to the way we provide a particular service or perhaps by developing a policy or procedure to ensure we provide consistently good services. Our job is to then monitor any changes we make to ensure they are benefitting our tenants and residents.
Tenant Satisfaction Measures (TSMs)
Results 2025/26
Listening to Your Views: Tenant Satisfaction Update
We want to thank everyone who took part in our Tenant Satisfaction Measures (TSM) survey. While the 2024/25 results were not as positive as we had hoped, we recognise that the survey was conducted online, which may have limited participation to only residents with internet access.
To ensure a more inclusive and representative picture of tenants views, we returned to using telephone surveys for our latest round of TSMs. We are pleased to share that satisfaction levels have improved across all areas, and we are committed to continuing to listen and act on your feedback.
|
Ref |
Question |
2025/26 |
2024/25 |
Change |
|
TP01 |
Overall satisfaction |
70.8% |
44.5% |
+26.3% |
|
TP02 |
Repairs service overall |
74.7% |
55.1% |
+19.6% |
|
TP03 |
Speed of repairs |
72.8% |
54.3% |
+18.5% |
|
TP04 |
Home is well-maintained |
73.8% |
46.8% |
+27.0% |
|
TP05 |
Home is safe |
79.1% |
51.7% |
+27.4% |
|
TP06 |
Listens to views and acts |
60.0% |
32.3% |
+27.7% |
|
TP07 |
Keeps tenants informed |
71.4% |
40.4% |
+31.0% |
|
TP08 |
Treats tenants fairly and with respect |
80.6% |
49.6% |
+31.0% |
|
TP09 |
Complaint handling |
28.9% |
16.9% |
+12.0% |
|
TP10 |
Communal areas clean and well-maintained |
73.0% |
52.5% |
+20.5% |
|
TP11 |
Contribution to neighbourhood |
67.2% |
35.9% |
+31.3% |
|
TP12 |
ASB handling |
55.9% |
30.2% |
+25.7% |
If you would like to see the full details of our 2025/26 TSM results, please click HERE
Help Us Help You – Let’s Make Housing Services Work Better for You
In September Housing's Service Improvement Team made changes to the Housing IT system to enable us to help you if you have any health conditions or impairments that affect how you access our services.
We emailed or wrote to everyone who had previously told us that they have a condition or impairment, and we asked them what adjustments, if any, they would like us to make to our service. We had a huge response of over 1,300 responses. All of this information has now been added to the IT system and if you have told us about an adjustment, you should see this being acted upon if you contact us or our contractors.
Some residents asked us to deal with some individual concerns they had, and we are in the process of dealing with these, ensuring they go to the most appropriate department.
If you as a tenant, or a member of your household, has any condition or impairment that means you or they would benefit from an adjustment to our service, please follow the link below and complete the questionnaire so that the details can be added to our IT system. The information we gather will be used to ensure that anyone requiring an adjustment to how they interact with the Housing service is able to do so.
If you have already completed the questionnaire online or by post, you do not need to do this again
Please click HERE to complete the questionnaire.
Remember, you do not have to share any information with us about your health condition or impairment if you do not want to but, if you would like an adjustment, please do let us know.
Service standards
We listened to your feedback and have set targets for the standard of service that you have told us matter most to you. Our Service Standards outline the level of service you can expect to receive from us. Next time you contact us, this is the standard of service you can expect.
Day to day repairs (excluding out of hours)
Priority one (Emergency)
We will visit within four hours and carry out work within 24 hours and make safe. Follow on works may be required.
Priority two (Urgent)
We will carry out any work within 3 days.
Priority three (Routine)
We will carry out any work within 28 days.
- Answer your telephone call at the repairs contact centres number within 10 rings/30 seconds
- We will let you know if we are running late to a morning or afternoon appointment
Responding to your complaints
- We will acknowledge your complaint within 3 working days.
- We will respond within 10 days of receiving your complaint.
- If we are unable to fully respond within 10 days we will let you know. We may extend this by a further 10 days if the case is considered complex, but we should not go beyond this timescale.
Returning your telephone calls
We will call you back within 72 hours (excluding weekends and Bank Holidays).
Your impact
We are listening to you and acting on what you say. You have told us about services that you would like to see improved and this is what we have done.
Level of service
You said you do not know what level of service you should expect to receive from
us.
We have now implemented service standards focusing on the area of our service that you have told us are most important to you.
Sheltered housing schemes
You said you wanted more staff presence at Sheltered schemes.
We have undertaken a service review and as a result increased staff presence at
each scheme.
Mould and damp
You said that your mould and damp problems were not being dealt with.
We will now visit every home that makes a report of mould or damp to discuss
possible solutions with those residents.
Calling you back
You said we were not very good at calling you back.
We have now trained all frontline staff that use our system to ensure that we return
your call promptly. This training includes how to record details about your call so,
should you need to make a follow-up call, any officer you speak to should have the
relevant information in front of them.
Listening to views and acting upon them
You said we don’t listen to your views and act upon them.
We will continue producing regular ‘You Said – We Did’ updates so you can read
about what we are doing to improve services to you. We will also update this
webpage.
Call wait times
You said you were having to wait a long time for the phones to be answered to
report a repair.
We have set up a specialist repairs contact centre. It’s still the same number 01708
434000, choose option 1 and you will go straight through to the Mears or K&T teams.
You will then be able to report a repair and book an appointment for an operative
there and then.