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TSM 2022

Although we don't need to start the new tenant satisfaction survey just yet, we decided to have a trial run at the end of 2022.

This trial run will help us make sure that our systems and communication are ready for the first official satisfaction survey, which we'll carry out in Autumn 2023.

All households were invited to take part. 65 households completed the survey.

You can see what improvements we're making as a result of your survey responses at the bottom of the page.

Survey results

Overall satisfaction with our service

Keeping properties in good repair

Maintaining building safety

  • Satisfaction that your home is safe

    Homes owned and managed by PDRHA:

    Satisfied

    Neutral

    Dissatisfied

    88%

    4%

    8%

    Homes managed by PDRHA:

    Satisfied

    Neutral

    Dissatisfied

    63%

    10%

    27%

    Safety check compliance:

    Gas safety checks

    Fire safety check

    Asbestos safety checks

    100%

    100%

    97%

Respectful and helpful engagement

  • Satisfaction that we listen to and act upon tenant views

    Homes owned and managed by PDRHA:

    Satisfaction that we listen to tenant views

    Satisfied

    Neutral

    Dissatisfied

    Don't know / na

    63%

    21%

    12%

    4%

    Satisfaction that we act upon tenant views

    Satisfied

    Neutral

    Dissatisfied

    Don't know / na

    62%

    20%

    10%

    8%

    Homes managed by PDRHA:

    Satisfaction that we listen to tenant views

    Satisfied

    Neutral

    Dissatisfied

    Don't know / na

    45%

    0%

    45%

    10%

    Satisfaction that we act upon tenant views

    Satisfied

    Neutral

    Dissatisfied

    Don't know / na

    36%

    10%

    45%

    9%

  • Satisfaction that we treat tenants fairly and with respect

    Homes owned and managed by PDRHA:

    Agree that we treat tenants fairly

    Agree

    Neutral

    Disagree

    Don't know / na

    78%

    16%

    4%

    2%

    Agree that we treat tenants with respect

    Agree

    Neutral

    Disagree

    Don't know / na

    88%

    8%

    4%

    0%

    Homes managed by PDRHA:

    Agree that we treat tenants fairly

    Agree

    Neutral

    Disagree

    Don't know / na

    54%

    28%

    18%

    0%

    Agree that we treat tenants with respect

    Agree

    Neutral

    Disagree

    Don't know / na

    45%

    46%

    9%

    0%

  • Satisfaction that we keep tenants informed about things that matter most to them

    Homes owned and managed by PDRHA:

    Satisfied

    Neutral

    Dissatisfied

    69%

    27%

    4%

    Homes managed by PDRHA:

    Satisfied

    Neutral

    Dissatisfied

    45%

    28%

    27%

Effective handling of complaints

  • Satisfaction with our approach to handling complaints

    Homes owned and managed by PDRHA:

    Customers who have reported a complaint in the last 12 months:

    Yes

    No

    Don't know

    18%

    78%

    4%

    Of those who did report a complaint, their satisfaction with our approach to handling complaints:

    Satisfied

    Neutral

    Dissatisfied

    44%

    45%

    11%

    Homes managed by PDRHA:

    Customers who have reported a complaint in the last 12 months:

    Yes

    No

    73%

    27%

    Of those who did report a complaint, their satisfaction with our approach to handling complaints:

    Satisfied

    Neutral

    Dissatisfied

    33.3%

    33.3%

    33.3%

  • Number of complaints

    Complaints relative to the size of the landlord, per 1000 properties:

    • 20 per 1000 properties

    Actual number of complaints:

    • 5 cases from 256 homes

  • Complaints responded to within Complaint Handling Code timescales

    Complaints responded to within Complaint Handling Code timescales:

    • 100%

Responsible neighbourhood management

  • Satisfaction that we keep communal areas clean and well maintained

    Homes owned and managed by PDRHA:

    Satisfied

    Neutral

    Dissatisfied

    43%

    25%

    32%

    Homes managed by PDRHA:

    Satisfied

    Neutral

    Dissatisfied

    51%

    11%

    38%

    This was only asked to customers who answered 'yes' to the pre-qualifying question: Do you live in a building with communal areas, either inside or outside, that we are responsible for maintaining?

  • Satisfaction that we make a positive contribution to our neighbourhoods

    Homes owned and managed by PDRHA:

    Agree

    Neutral

    Disagree

    Don't know / na

    45%

    33%

    10%

    12%

    Homes managed by PDRHA:

    Agree

    Neutral

    Disagree

    Don't know / na

    27%

    36%

    27%

    10%

  • Satisfaction with our approach to handling antisocial behviour

    Homes owned and managed by PDRHA:

    Satisfaction with our approach - from customers who HAVE reported an ASB issue in the last 12 months

    Satisfied

    Neutral

    Dissatisfied

    100%

    0%

    0%

    Satisfaction with our approach - from customers who have NOT reported an ASB issue in the last 12 months

    Satisfied

    Neutral

    Dissatisfied

    Don't know / na

    10%

    12%

    0%

    78%

    Homes managed by PDRHA:

    Satisfaction with our approach - from customers who HAVE reported an ASB issue in the last 12 months

    Satisfied

    Neutral

    Dissatisfied

    50%

    0%

    50%

    Satisfaction with our approach - from customers who have NOT reported an ASB issue in the last 12 months

    Satisfied

    Neutral

    Dissatisfied

    Don't know / na

    11%

    22%

    11%

    56%

    These results for those who HAVE reported an ASB issue are based on a small number of responses:

    • for homes owned and managed by PDRHA: 1 response
    • for homes managed by PDRHA: 2 responses
  • Number of antisocial behaviour cases

    Complaints relative to the size of the landlord, per 1000 properties:

    • 145 per 1000 properties

    Actual number of complaints:

    • 37 cases from 256 homes

Customer care team

What are we doing with these results?

Action plan for rented homes

  • What we've done so far

    We've set up a project team to look at the results.

    • They will meet each month to monitor progress.
    • There's a representative from each department on the team.
    • They have prioritised the areas we are going to focus on.
  • 1. Improve the number of repairs completed within target

    Between 1st July and 30th September 2023, we'll be focusing on improving the number of repairs completed within target, including:

    • how we manage the contractor’s performance (reactive and planned)
    • improving how we monitor and challenge the quality of repairs
    • how contractors communicate with residents.
  • 2. Improve the planned maintenance process

    Between 1st October and 31st December 2023, we'll be focusing on improving the planned maintenance process, including:

    • improving the information provided prior to work starting
    • inspecting the works more during the process
    • providing details to residents about when their components (i.e. bathroom) are due to be replaced.
  • 3. Communal areas

    Between 1st January 2024 and 31st March 2024, we'll be focusing on communal areas, including:

    • what’s included in the schedule of works
    • tree work – who’s responsible and what work is carried out
    • quality of gardening works.

Action plan for shared ownership homes

  • What we've done so far

    We've set up a project team to look at the results.

    • They will meet each month to monitor progress.
    • There's a representative from each department on the team.
    • They have prioritised the areas we are going to focus on.
  • 1. Clearer information on what shared ownership is

    To improve our communications and information about what shared ownership is and how it works, we will:

    • review the sales pack and information provided to customers to ensure shared owners have clearer information on the lease and the product they are buying.
  • 2. Improve engagement

    To improve engagement between us and our shared owner customers we will:

    • look at setting up a shared ownership/leasehold customer focus group for consultation and feedback on improving and shaping our services
    • look at targeted scheme surgeries for shared owners
    • increase settling in visits after customers have moved in
    • explore offering shared owners who have self-repairing leases any potential benefit from our rented property planned maintenance programmes for example kitchen replacements, window replacements or heating systems and future servicing.
  • 3. Increasing shared owner responses in future TSM surveys

    To increase the number of shared owners who complete the September 2023 satisfaction survey, we will:

    • review how we communicate about the survey with shared owners
    • look at introducing telephone surveys or housing officer support to complete the survey.

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