Our antisocial behaviour survey helps us to understand how happy our tenants are with the way we handle their antisocial behaviour complaints.
The survey contains ten questions, including two questions where a tenant can give views on how we could make improvements. Around ten tenants are randomly selected each month by Acuity to complete the survey. The tenants selected will have had an antisocial behaviour complaint closed during the month before.
| Question | Nov 2025 | Oct 2025 | Sept 2025 |
|---|---|---|---|
| Satisfaction with ease of reporting an antisocial behaviour complaint | - | - | 100% |
| Satisfaction that we acknowledged your antisocial behaviour complaint promptly (Yes/No) | - | - | 100% (yes) |
| Satisfaction that our case officer explained the process clearly (Yes/No) | - | - | 100% (no) |
| Satisfaction with the frequency of the communication throughout the case | - | - | 0% |
| Satisfaction with help, advice, knowledge and professionalism of case officer | - | - | 50% |
| Satisfaction that case was dealt with within a reasonable time (Yes/No) | - | - | 50% (yes) |
| Satisfaction that we were easy to deal with | - | - | 33% |
| Satisfaction with the way complaint was handled by us (overall satisfaction) | - | - | 50% |
| Satisfaction with the final outcome | - | - | 33% |
| Number of tenants surveyed | 0* | 0* | 3 |
* In October and November, no tenants wanted to take part in the satisfaction survey.
Our staff use the results and feedback to look at areas where we can improve our service for tenants. Earlier this year, the Tenant Board made the decision to review the Antisocial Behaviour service after reviewing transactional satisfaction scores.
As a result of the review, 32 recommendations have been put together in an action plan to improve the service.
Our new lettings survey helps us to understand how happy our tenants are with their move into our of our properties.
The survey contains eleven questions, with two questions where tenants can give views on how we can make improvements. Around ten tenants are randomly selected each month by Acuity to complete the survey. The tenants selected will have moved into their home between two and six weeks before the survey is completed.
| Question | Oct 2025 | Sept 2025 | Aug 2025 |
|---|---|---|---|
| Satisfaction with the advice and information we provide before move | 80% | 67% | 67% |
| Satisfaction with helpfulness of staff dealing with new tenancy | 78% | 83% | 70% |
| Satisfaction that we kept you informed throughout the process | 67% | 83% | 60% |
| Satisfaction that we were easy to deal with | 78% | 100% | 60% |
| Satisfaction with the overall lettings process | 78% | 100% | 60% |
| Satisfaction with the condition of your new home | 70% | 67% | 40% |
| Were there an outstanding repairs at move in (Yes/No) | 40% (yes) | 50% (yes) | 60% (yes) |
| Were you made aware of when this would be completed (Yes/No) | 25% (yes) | 33% (yes) | 17% (yes) |
| Satisfaction that your responsibilities were explained clearly | 80% | 83% | 70% |
| Satisfaction with overall experience of moving | 89% | 67% | 50% |
| Number of tenants surveyed | 9 | 10 | 10 |
Our staff use the results and feedback to look at areas where we can improve our services for tenants. Some of the things we are currently doing are:
| You said | We will |
|---|---|
| The condition of your home when we move in could be improved. | We continue to work with our VOIDs contractor as they take on more VOID properties and work on them to achieve our agreed Lettable Standard. |
| That we need to be better at keeping you informed throughout your move. | We will review our service delivery and continue to use our weekly meetings to improve the way we communicate with our tenants about when their home will be ready for move in. |
Our repairs survey helps us to understand how happy our tenants are with the repairs we carry out in their home.
After we carry out a repair, a text message is sent to the tenant asking for their instant feedback.
| Question | Oct 2025 | Sept 2025 | Aug 2025 |
|---|---|---|---|
| Satisfaction with communication regarding the planning of the repair | 92.70% | 96.5% | 89.7% |
| Satisfaction with quality of repair | 95.60% | 89.8% | 89.8% |
| Satisfaction operative was polite and professional | 98.20% | 96.6% | 95.4% |
| Satisfaction that we were easy to deal with | 92.50% | 89.4% | 87.7% |
| Overall satisfaction with repair | 95.20 | 89.9% | 89.3% |
| Number of tenants surveyed | 154 | 164 | 146 |
Our staff use the results and feedback to look at areas where we can improve our service for tenants. Some of the things we are currently doing are:
| You said | We will |
|---|---|
| I'm not always kept informed of when my repair will be completed. | We have launched a new IT system that will mean that we can keep tenants up-to-date on their repair through things like text messaging and emails. |
| We want a repairs service that cares about our homes. |
Our repairs team have come up with some new repair pledges, reflecting what tenants say is important to them. These are:
|
| It's not always clear who is responsible for what repair, or what timescales these repairs have. | We have published our Repairs Policy which has been updated to show who is responsible for each repair, and the timescales you can expect from us. |
If you would like to take part in one of our surveys, we will need your contact details.
You can update your contact information via our My Home app. The app is easy to sign up to, and you can also manage your rent account from there.
Acuity are a Market Research Society (MRS) accredited company and work in accordance with their code of conduct. Any information you provide Acuity will be handled in line with data protection regulations. They will never ask you for your bank details, or try to sell you anything.
Taking part in our surveys is optional. You are able to opt out when Acuity contact you. You can also contact us, so that we can instruct Acuity to remove you from any further contact about our surveys.