Agenda item

Report of the Executive Director of Community and Children’s Services.

The Sub Committee received a report of the Executive Director of Community and Children’s Services in relation to the Tenant Satisfaction Measures (TSM), updating Members on the improvement plan and actions to ensure continued improvement.

Regarding the TSM survey, officers advised Members that the goal response rate is 475 (25% of tenants), meeting the statutory requirement, and they aim to collect 80% of responses online and 20% by telephone. This year’s survey had received 321 responses so far, and the deadline would be extended to the end of December 2025. A potential issue affecting response rates is that residents may not answer the researcher’s call, so leaflets with the researcher’s contact number had been shared so residents would know the why they are being contacted. Posters had also been put up, and gift vouchers are being provided to incentivise engagement.

A Member enquired about what was being done to address challenges regarding staff communication and responsiveness. Officers noted these issues were raised in the Pennington Choices review of customer services and are addressed in the Annual Plan and the Housing Strategy. Staff are undergoing the Mary Gober programme of customer care training which is used across the sector to give managers and staff the tools to promote and improve customer service. Eighty eight staff were trained last year and an online refresher course has been launched. Officers hope to track resident’s experience of customer service through the TSM survey.

There was discussion about response timeframes for fixing damp and mould issues. Officers advised the stock condition survey led to a jump in cases from 8 to approximately 50-60, so contractors were experiencing challenges meeting repairs deadlines. They explained the survey identified cases not reported by residents, however very few were considered ‘significant hazards’ under Awaab’s Law. The Chairman asked for a report on this at the next meeting.

Members asked for more specific information on targets and timelines, noting the importance of clear delivery dates, and whether there were any differences between estates. The Action Plan provides more detailed information and officers agreed to share this at the next meeting. Officers will also share a deep-dive paper on the results, noting that Golden Lane Estate and York Way Estate scored the lowest.

RESOLVED – That, the report be noted.