Tenant Satisfaction Measures Survey 2023
Housing Services have recently carried out a general satisfaction survey for housing tenants and leaseholders. This has become known as the Tenant Satisfaction Measures (TSM) Perception Survey and will now be undertaken each year. A third of tenants were randomly selected to take part in the survey conducted in late June/July 2023.
The TSM perception survey results provide information around tenants' perceptions of the Council's housing service delivery to support effective scrutiny by tenants of our performance in managing their homes and neighbourhoods. The results are reported to the Regulator of Social Housing as part of their regulatory standards that all Registered Providers of Social Housing (including Local Authorities like Cannock Chase Council) are required to adhere to.
More information on the Regulatory Standards and the Tenant Satisfaction Measures can be found here: Regulatory standards - GOV.UK (www.gov.uk) and Tenant Satisfaction Measures Standard - GOV.UK (www.gov.uk)
A summary of the results is provided in the section below and a video of the TSM results is available here: Cannock Chase Council Tenant Satisfaction Survey 2023
The final detailed report can be accessed below, along with an infographic summarising the findings.
Summary of Findings
Cannock Chase Council commissioned M·E·L Research to survey tenants so that we can see what is going well and what not so well. This is the first survey we have carried out using these questions and the findings will help us to improve the quality of services we deliver to our tenants. A sample of tenants were invited to take part and 564 took part either online or by post.
• 76% satisfied with the overall service provided by Cannock Chase Council
• 76% satisfied with the overall repairs service
• 72% satisfied with the time taken to complete most recent repair
• 74% satisfied that the Council provides a home that is well maintained
• 81% satisfied that Cannock Chase Council provides a home that is safe
• 76% agree that the Council treats them fairly and with respect
• 65% satisfied that the Council keeps them informed about things that matter to them
• 58% satisfied that the Council listens to their views and acts upon them
• 41% satisfied with Cannock Chase Council's approach to complaints handling
• 64% satisfied that Cannock Chase Council keeps communal areas clean and well maintained
• 54% satisfied that Cannock Chase Council makes a positive contribution to their neighbourhood.
• 53% satisfied with Cannock Chase Council's approach to handling anti-social behaviour
Tenant Satisfaction Survey 2023 - Infographic
Tenant Satisfaction Survey 2023
Summary of TSM results 2023
Tenants & Leaseholders STAR Survey
Tenant Participation is about much more than bricks and mortar - It's about getting tenants involved in the places they live and the services they receive from the Housing Department.
It is very important that tenants give their views on services and how they might be improved. There are a number of different ways that tenants and leaseholders might want to do this.
Housing Services are keen to consult with our service users on every aspect of our service. If you wish to get involved and join a number of tenants who influence the service we shall be delighted to receive your contact details.
How else can I get involved?
You could join a Tenants and Residents Association if there is one in your area. If not, you may consider starting a new one if your neighbours are interested too.
Tenants' and Residents' Associations are local groups organised and managed by a committee of local volunteers. Tenants' and Residents' Associations are recognized by the Council. They play an important role in building local communities, contributing to the making of policy and the delivery of services to tenants of Cannock Chase District.
Are you interested in shaping housing policy?
Do you want to comment on publications that go out to tenants and leaseholders?
We are inviting tenants to express an interest in joining a new virtual group, where tenants and leaseholders can comment on housing policies, strategies, documents and other publications produced by Housing Services. This will be carried out ‘virtually’ over email correspondence.
Virtual panel members will play an important role in providing the housing service with valuable comment and insight that can shape policy that may affect tenants and leaseholders, and help improve publications that fellow tenants and leaseholders would receive.
If you would be interested in becoming a member of the ‘Virtual’ group please let us know. Email firstname.lastname@example.org or telephone the Service Improvement Team on 01543 462621 to express an interest.
Housing Improvement Panel
New Housing Improvement Panel needs you!
- Are you a tenant or leaseholder of Cannock Chase Council?
- Would you be interested in helping the Council to improve its Housing Services?
- Would you like to learn more about Housing, generally?
- And on a personal note, would you like the opportunity to improve your skills? Develop as a person?
If so, why not join our newly formed Housing Improvement Panel.
What is the Housing Improvement Panel?
Cannock Chase Council is passionate about its services and the tenants that use them. Our customer-led Housing Improvement Panel (HIP) looks at the way our housing team works and gives you the opportunity to improve the services that you receive. The HIP will take part in service reviews, engage with tenants, leaseholders and staff, support `value for money`, scrutinise performance and recommend improvements.
How can I benefit?
Being part of HIP will give you the opportunity to meet new people and build your confidence. You will have the chance to learn and develop useful skills such as interviewing, listening and evaluating, working as part of a team, reaching consensual decisions and report writing.
For more information please contact the Housing Strategy and Service Improvement Team on 01543 462621 or email@example.com
Do you have a bright idea that could help the Housing service in Cannock Chase?
Cannock Chase Council is offering £25 to tenants who come up with useful suggestions that are put into practice for improving the service, saving money or simply making things easier.
All you have to do is contact us and tell them what you have in mind, or download our Bright Ideas form and hand it in at your local Council Office.
Please contact the Service Improvement section by email: firstname.lastname@example.org or telephone 01543 462621
Last Updated: 01/11/2023