Our latest Tenant Satisfaction Measures
This year’s results show satisfaction has increased by every measure among both tenants and shared owners
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About 72% of customers renting a Hyde home say we treat them fairly and with respect, according to our latest Tenant Satisfaction Measures.
Our annual Tenant Satisfaction Measures (TSMs) give customers the opportunity to provide feedback on our services and helps them understand our performance.
“This year’s results show that both tenants’ and shared owners’ satisfaction has increased by every measure from last year,” said Hyde Group Chief Executive Officer Andy Hulme. “This is the result of the hard work of colleagues to improve services and to engage more with customers on a local level, to build their trust.”
About two thirds of tenants say they’re satisfied with our services overall and that we’re better at listening to their views and acting on them. Seven out of ten tenants are satisfied we’re keeping them informed on what matters to them most.
“We’ve continued to improve how we communicate about repairs, complaints and other issues,” Hulme said. “Our Customer Service Centre team is solving queries faster, and we’ve added more functionality to MyAccount, so customers can raise and track enquiries 24/7.
“And our neighbourhoods approach, which sees colleagues spending more time in communities than ever-before, means customers say we’re making more of a positive contribution to where they live.”
Nearly seven out of tenants are satisfied with our repairs services, up 8% on last year.
“Our focus has been on repairs requiring multiple visits, as this was a source of dissatisfaction,” Hulme said. “We’ve trained colleagues and improved processes, recording the need for a return visit then and there and giving customers a clear timeline of follow-up appointments.”
Shared owners satisfaction increases
Shared owners’ satisfaction increased in every area. Overall, 41% are satisfied with services, half say we keep them informed and a third say we listen to their views and act on them.
“Homeowners’ satisfaction remains a key focus for us,” Hulme said. “This year, improvements to our service charge processes, including making it easier for customers to raise queries through MyAccount, means we’re responding faster and satisfaction has increased. We’ll be working with all homeowners over the coming year, re-introducing our Homeowners Group and encouraging them to join Customer Voice.”
You can view our Tenant Satisfaction Measures (TSMs) here, where you can also find answers to frequently asked questions and details of the customer survey.
About TSMs
TSMs are set by the Regulator of Social Housing. An independent research company asked thousands of tenants and shared owners their opinions on how we repair and maintain homes, whether we listen and respond to their feedback, and their overall satisfaction with the services we provide.