We take our work seriously and always strive to provide the best service possible. But sometimes things don't always go exactly to plan for all kinds of reasons - some that we can control and some that we can't.
We have always carried out our own research and surveys to understand how we are doing and what our customers think of our homes and services. We measure our performance so that we can see what's working and where we could do better. Our Board and our Insight Committee - which includes customer representatives - both closely monitor this data to help keep us on our toes. We also regularly survey customers to find out what they think about Futures and the homes and services we offer.
From April 2023 we updated our research to comply with the Government's new, national Tenant Satisfaction Measures which set out what questions we have to ask customers and how. You can find out more about these measures here.
Our Tenant Satisfaction Measures for the financial year 2023-24 are set out below and we will update this page annually and in response to any further changes in the Government's standards.
Overall service
This first measure tells us how satisfied our customers are overall with the service we provide.
Customer satisfaction: overall service
Proportion of respondents who report that they are satisfied with the overall service from their landlord.
Health and safety of our homes
Our top priority is making sure that our customers' homes are safe and comfortable to live in. These measures look at how we comply with necessary health and safety standards and legislation in our customers' homes.
Gas safety check
Proportion of homes for which all required gas safety checks have been carried out.
Fire risk assessments
Proportion of homes for which all required fire risk assessments have been carried out.
Asbestos
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out.
Legionella
Proportion of homes for which all required legionella risk assessments have been carried out.
Lifts
Proportion of homes for which all required communal passenger lift safety checks have been carried out.
Decent Homes Standard
Proportion of homes that do not meet the Decent Homes Standard.
Customer satisfaction: home maintenance
Proportion of respondents who report that they are satisfied that their home is well maintained.
Customer satisfaction: home safety
Proportion of respondents who report that they are satisfied that their home is safe.
Repairs
Fixing faults and problems in our homes quickly and efficiently matters a lot for our customers. These measures show how our repairs service is performing.
Non-emergency responsive repairs
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale.
Emergency responsive repairs
Proportion of emergency responsive repairs completed within the landlord’s target timescale.
Customer satisfaction: repairs overall
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service.
Customer satisfaction: repair timescales
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair.
Communities and neighbourhoods
Our customers don't live in isolation - the people and environment around everyone's home has an impact on them. That's why our Communities team offers services and support to help communities and the people within them thrive. We also invest in maintaining and improving the areas around our customers' homes - both to create a pleasant environment and to do our bit for a healthier planet. The measures below show our impact in some of these areas.
Antisocial behaviour
Number of antisocial behaviour cases, opened per 1,000 homes.
Hate incidents
Number of antisocial behaviour cases that involve hate incidents opened per 1,000 homes
Customer satisfaction: communal areas
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained.
Customer satisfaction: contribution to neighbourhoods
Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood.
Customer satisfaction: antisocial behaviour
Proportion of respondents who report that they are satisfied with their landlord’s approach to handling antisocial behaviour.
Complaints
Like any organisation, we won't get things right for our customers all the time. So we have a clear complaints process for customers to let us know when there is a problem and to help put things right and make lasting improvements. These measures show how our complaints process is performing.
Stage one complaints
Number of stage one complaints received per 1,000 homes.
Stage two complaints
Number of stage two complaints received per 1,000 homes.
Stage one complaints: Housing Ombudsman
Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
Stage two complaints: Housing Ombudsman
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
Customer satisfaction: complaint handling
Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling.
Customer engagement and communication
What our customers think matters to us so we have many different ways for customers to share their views with us and influence our decisions. We also work hard to help keep customers informed and up-to-date. These measures show how we are performing in some of these areas.
Customer satisfaction: listening to customers
Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them.
Customer satisfaction: keeping you informed
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them.
Customer perception: fairness and respect
Proportion of respondents who report that they agree their landlord treats them fairly and with respect.
