We use the performance data to identify areas where we need to improve, to help shape our services and provide good quality homes for our customers. Examples of improvements made as a result of TSM customer feedback include:

• Were possible, we actively engage with all customers who express dissatisfaction to better understand their concerns. This allows us to implement tailored solutions that address the challenges they’ve experienced.
• One Vision Housing staff have undertaken site visits to individual low-rise and high-rise blocks. These visits are to review services like cleaning standards and identify if a block would benefit from investment work. We’ve also taken action to remove items from communal areas and remind tenants about their conduct. The aim of this work is to create a harmonious living environment for everyone.
• In response to Tenant Satisfaction Measure feedback, we’ve increased the number of neighbourhood activities this year. Examples include One Vision Housing’s Days of Action, Alleyway Clearances, and Neighbourhood Walks. You can find more details about these on our website.

• We’ve also increased the number of positive news stories we publish on our social media. This is to promote the successful neighbourhood initiatives we’ve been running. Previously, we didn’t share as much information with our customers on social media about activities like Days of Action, Alleyway Clearances, and Neighbourhood Walks. For example, one of our Alleyway Clearance posts received over 12,500 views. We’ve also shared positive updates regarding anti-social behaviour (ASB).

We will continue to collate data and share it with customers on a regular basis to be transparent about our performance, and provide customers with confidence in the services we deliver.

More information about our performance can be found here.