Tenant Satisfaction Measures

 

It is important for us to be open and honest with you about the work we carry out on your homes and how this fits in with our responsibilities under the Social Housing (Regulation) Act 2023.

Below you can view our performance information based on Tenant Satisfaction Surveys we carried out, where we asked YOU for your opinions on all things from repairs to anti-social behaviour.

If you took part in this survey, we would like to take this opportunity to thank you for your time as your feedback will help us to make informed changes to the service that we provide to you on behalf of Southend-on-Sea City Council.

You can find out more about how we conducted this survey by reading our summary approach which can be found here:   Summary of Approach to undertaking TSM perception survey.docx [docx] 60KB

You can also view the full survey here:  TSM Questionnaire 23-24 TSM Survey.docx [docx] 22KB

Overall Satisfaction

A total of 68.5% of respondents reported that they are satisfied with the overall service from South Essex Homes

57.8% of respondents reported that they are satisfied that South Essex Homes listens to tenant views and acts upon them

73.6% of respondents reported that they are satisfied that South Essex Homes keeps them informed about things that matter to them

81.4% of respondents reported that they agree South Essex Homes treats them fairly and with respect

59.5% of respondents with communal areas reported that they are satisfied that South Essex Homes keeps communal areas clean and well maintained

69.1% of respondents reported that they are satisfied that South Essex Homes makes a positive contribution to the neighbourhood

Anti-Social Behaviour

Anti-social Behaviour Cases

61.26 anti-social behaviour cases were opened per 1,000 homes

Hate Incidents

1.65 anti-social behaviour cases that involve hate incidents were opened per 1,000 homes

Satisfaction with ASB Handling

62.2% of respondents reported that they are satisfied with South Essex Homes' approach to handling anti-social behaviour

Repairs

Decent Homes Standard

1.5% of homes do not meet the Decent Homes Standard

Non-emergency Repairs

91.3% of non-emergency responsive repairs were completed within our target timescale

Emergency Repairs

99.7% of emergency responsive repairs were completed within our target timescale

Satisfaction with Repairs

65.7% of respondents who have received a repair in the last 12 months reported that they are satisfied with the overall repairs service

67.4% of respondents who have received a repair in the last 12 months reported that they are satisfied with the time taken to complete their most recent repair

69.6% of respondents reported that they are satisfied that their home is well maintained

Complaints

Stage One Complaints

There were 58.75  stage 1 complaints received per 1,000 homes

92.16% of these were responded to within the Housing Ombudsman's Complaint Handling Code timescales

Stage Two Complaints

There were 14.97 stage 2 complaints received per 1,000 homes

69.2% of these were responded to within the Housing Ombudsman's Complaint Handling Code timescales

Satisfaction with Complaints Handling

27.8% of respondents who report making a complaint in the last 12 months are satisfied with South Essex Homes' approach to complaints handling

Building Safety

Gas Safety Checks

100% of homes have had all required gas safety checks carried out 

Fire Risk Assessments

100% of homes have had all required fire risk assessments carried out

Lift Safety Checks

100% of homes have had all required communal passenger lift safety checks carried out

Legionella Risk Assessments

100% of homes have had all required legionella risk assessments carried out

Asbestos Management Surveys

100% of homes had had all required asbestos management surveys or re-inspections carried out

Satisfaction with Safety

75.4% of respondents report that they are satisfied that their home is safe

How we Spend Your Money

The remuneration payable to the highest paid director, relative to the size of the landlord, is £24.82 per year or 48p per week

The aggregate amount of Directors remuneration, relative to the size of the landlord, is £134.26 per year or £2.58 per week

Management Cost, relative to the size of the landlord, is £4,122.18 per year or £79.27 per week