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What are TSMs?
Saffron, along with every other social housing provider in England, Wales and Northern Ireland, must complete ‘perception surveys’ about what our tenants think about the services they receive. These compliment the satisfaction surveys each team complete each month.
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What is their purpose?
Saffron, along with every other social housing provider in England, Wales and Northern Ireland, must complete ‘perception surveys’ about what our tenants think about the services they receive, and this survey is made up of 12 questions about a variety of services Saffron offer, such as repairs, complaints and neighbourhood contribution. The Regulator sets the questions we must ask. These compliment the satisfaction surveys each team complete each month after completion of a particular service.
In addition, we need to report to the Regulator of Social Housing about 10 management measures. The management measures are made up of internal performance metrics which are gathered from our internal systems according to strict definitions provided by the Regulator of Social Housing.
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Who runs the perception surveys?
The questions for these surveys are set centrally by the Regulator of Social Housing (RSH) so results from different providers are comparable.
We employ TLF to complete our surveys on our behalf. Every survey is completed over the telephone.
You can find out more about TLF by clicking here.
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Who takes part in the perception surveys?
A cross-section of tenants are surveyed, so the results are meaningful. The sample of tenants surveyed includes tenants paying social rents, supported housing, intermediate rent, affordable rent and temporary social housing. This profile of tenants is termed Low-Cost Rental Accommodation (LCRA)
We are not required to report on homeownership satisfaction due to how many homeownership units we have. We are considering gathering this data as we want to understand homeowners’ perception of our services.
What do the results say?
This is the data that we have so far. It helps us understand what we are doing right and where we can improve.
Results
See below the results from 1st April 2023 to 31st March 2024 for the perception surveys. We will update these results after every quarter. This is initial data comparing results for each measure against 52 other social housing providers and helps us to understand how we are performing against them.
Responses
We had 277 tenants respond in the survey between April and September.
Overall satisfaction
By the end of September, of the 277 responses, 72.2% of those tenants said they were satisfied with our service overall.
Overall opinion of repairs service
Overall 73.1% of tenants taking part felt positive about the repairs service.
Building maintenance
67.9% were happy with Saffron's building maintenance.
Repairs completion time
59% of participating tenants were happy with time the taken to complete repairs.
Saffron listens to views and acts on them
58.2% of tenants felt listened to and that action was taken after their feedback.
Saffron homes are safe
4/5 tenants asked said they felt that their home is safe.
Saffron is fair and respectful
78.2% of tenants said that Saffron is fair and respectful.
Keeping tenants informed
71.3% of tenants who participated said they felt they felt well informed.
Complaints handling
29.6% said they were happy with how their complaint was handled.
Maintenance of communal areas
Just over half of tenants who took part in the survey felt satisfied with the maintenance of communal areas.
Our neighbourhood contribution
58.5% felt satisfied with Saffron's contribution to their neighbourhood.
Handling of Anti-Social Behaviour
59.1% said they were satisfied with how we handle Anti-Social Behaviour.
Management Measures Results
The management measures results from 1st April 2023 to 31st March 2024 can be viewed here.
Find out more
What are we doing well?
Hear directly from our tenants on what they feel we are getting right. Click on the arrows to read more feedback.
Where can we improve?
Below are some comments from tenants on how we can do better. Click on the arrows to read more feedback.
Next steps
Work is ongoing to widen the scope of data. We are working with Independent East - an informal alliance of five housing associations in the East of England, including Saffron - and Housemark - the UK's leading data and insight company for the housing sector. This is to gain as much data as we can for an even greater understanding of what the data we are capturing means to Saffron.
Independent focus groups
We are organising some independent focus groups which will be run by Your Own Place. We want to understand tenant’s experiences in more detail as well as their expectations and ideas for improvement.
Service improvement plan
Feedback will be reviewed with relevant service teams to create service improvement plans and decide tenant communication priorities where appropriate. These will set actions and form an accountable structure of service improvement. This work begins January 2024.