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)
The Tenant Satisfaction Measures (TSMs) are part of a huge overhaul of social housing regulation which required us, as a social housing landlord to survey you, our tenants, to help us understand your needs and preferences and to then let you know how well we are doing at providing quality homes and services.
The survey questions are the same for every organisation and are designed to see how well social housing landlords are performing across five key areas:
- keeping properties in good repair
- maintaining building and tenant safety
- effective complaints handling
- respectful and helpful tenant engagement
- responsible neighbourhood management.
We would like to say a big ‘Thank You’ to all of our tenants and residents who took the time to complete the TSM telephone survey. All the results have been submitted to the Government via our Annual Return. For further information please view the full report.
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.
Service standards
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.
Listening to views and acting upon them
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.
Listening to views and acting upon them
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.