Making the grade
Providing quality homes and services is an ongoing objective for us and we know there is always opportunity for improvement. Your feedback tells us about the changes that you want to see. You're probably becoming familiar with us reporting back on your Tenant Satisfaction Measures (TSMs) feedback and what actions we've taken. You can read more about this below.
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Your latest feedback
As well as acting on your feedback, we must ensure that we comply with standards set out by the Regulator of Social Housing (RSH).
The regulator is conducting a new type of inspection to ensure providers are meeting the four consumer standards, which set the benchmark for providing a quality service and maintaining safe, quality homes. While we haven’t received a date for an inspection yet, we predict it may take place in the spring or summer this year. The regulator will use the TSMs along with other management information to analyse our performance and provide us with a judgement grade.
What will the inspection mean for us?
There are four regulatory judgement grades under the consumer standards, which range from C1 to C4. Grades C1 and C2 indicate compliance, which for us, would mean we can demonstrate a quality service to the regulator. A C3 or C4 grade is issued when the regulator finds failings within an organisation and how the organisation delivers their services.
Tenant Satisfaction Measures
We’re now three quarters of the way through the year for our TSM data collection (which runs from April to March). So far, we have spoken to 340 shared owners and 728 rental customers since last April. Thank you to those of you who have completed a survey via our research partner, IFF Research. We’re pleased that so many customers have taken part, as your feedback helps us understand your experiences and make necessary service improvements.
We hold quarterly meetings with colleagues from across bpha’s service areas to analyse the TSM results and look at trends in the data. During January, we held several TSM review meetings including with Head of Housing Services, Sunita Parbhakar, and Head of Asset Investment & Sustainability, Alison Jones. We discussed what is working well and what actions are being taken to improve. Please check out our full results to see how we have performed this quarter and the actions we have taken to improve our service.
If you have not yet been contacted by IFF, you may be contacted soon, as they carry out new surveys each month. Please take a few minutes to give us your feedback because it really does make a difference.
