Issue - meetings

To provide Performance Monitoring Panel with further insights from the 2024/25 Tenant Satisfaction Measures (TSM) Survey Responses (report of the Assistant Director – Housing enclosed).

Consideration was given to the report of the Assistant Director – Housing which provided the Performance Monitoring Panel with further insights from the 2024/25 Tenant Satisfaction Measures (TSM) Survey Responses

The Housing Transformation Programme Manager (HRA) and the Housing Service Insight and Improvement Lead attended for this item.

The Housing Transformation Programme Manager (HRA) introduced the report and summarised the following main points:

·         The report followed the full Tenant Satisfaction Measures (TSM) results presented to the Panel in May 2025, with a focus on the analysis of areas where tenants had expressed dissatisfaction;

·         Key themes of responses included:

o   Repairs (quality, communication, timeliness);

o   Anti-social behaviour (impact rather than handling);

o   Neighbourhood issues (cleanliness, grounds maintenance); and

o   Complaint handling (coordination and escalation);

·         Findings identified that older tenants and those in sheltered housing were generally more satisfied;

·         A tenant focus group was held in September 2025 to help shape the action plan; and

·         Members were asked to note that performance for the “Decent Homes Standard” indicator had improved following a data validation correction.

Members considered the report and made the following comments:

·         Members described the report as positive and noted the improved position.

·         Members referred to the action plan table at page 187 of the agenda pack, and asked whether officers were confident that the programme could be delivered.

o   The Housing Transformation Programme Manager (HRA)  confirmed that the programme had been discussed with the Housing Services Managers, adopted at the Housing Landlord Board, and delivery was on track

·         Members asked how satisfaction in respect of the handling of anti-social behaviour (ASB) compared with previous surveys.

o   The Housing Service Insight and Improvement Lead responded that in comparison to the previous year, satisfaction in this area had improved from 50% to 69%.

Agreed:

1)    That the contents of the report and insights surrounding tenant dissatisfaction be noted;

2)    That the restated and improved performance achieved for indicator ‘RP01’ % of homes that met the decent homes Standard be noted; and

3)    That the comments of the Panel be noted for consideration by Cabinet