Tenant Satisfaction Measures | Nacro *
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Tenant Satisfaction Measures

Satisfaction Survey 2023/24: Social Housing Tenants

Between September 2023 and February 2024, many of our tenants throughout the country took part in an important survey. All tenants were invited to participate in the survey by postal, online and telephone questionnaires.

This survey focused on how happy our tenants are with the way Nacro maintains properties and delivers key services. The survey also collected the Tenant Satisfaction Measures as required by the Regulator of Social Housing. The findings will provide a view of the main drivers behind satisfaction levels and the issues tenants are most concerned about, informing Nacro’s future strategic and operational planning.

This report contains key survey results regarding social housing tenants’ opinions about their homes and the services received. Thank you to everyone who took part.

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75% overall satisfaction

As of April 2024, the Regulator of Social Housing requires all registered providers of social housing to collect and report on Tenant Satisfaction Measures. They form part of the new Consumer Standards regulation. Nacro undertook a survey of all our tenants and the results are as follows:

Home and communal areas

  • 75 %

    of tenants feel their home is well maintained

  • 77 %

    of tenants feel that their home is safe

  • 72 %

    of tenants feel their communal areas are well maintained

Action Plan for home improvement

Tenants deserve to feel safe and looked after in their homes. The following action plan has been developed to capture actions taking place to improve how we can provide better maintained properties.

  • We will develop short video tutorials for staff on property inspections, highlighting potential safety and cleanliness issues. This will ensure consistent and thorough inspections, leading to well maintained and clean communal areas.
  • We are reviewing our allocation policies and procedures for shared accommodation and hubs. This includes implementing a cumulative risk assessment system to better understand potential risks associated with placing multiple tenants in one unit.
  • We’re reviewing our eligibility and suitability screening assessments to ensure we place compatible tenants together, minimizing the risk of anti-social behaviour.
  • We will update our Occupancy Sustainment Training and provide a clear, one-page guide explaining service charges. This will include specific examples of how these charges contribute to keeping our properties clean and well-maintained, focusing on communal area cleaning and maintenance.
  • Our Quality team will support local teams in effectively utilising their cleaning budgets to ensure properties are kept clean and well maintained.

Satisfaction with repairs

  • 82 %

    of tenants have called for a repair with Nacro

  • 83 %

    of tenants are satisfied with the time taken on this repair

  • 69 %

    Feel well informed by Nacro Landlords

Action Plan for repairs and maintenance

For logistical issues, we want to make sure that tenants know who to contact and where to go to receive quicker, more efficient repairs to their homes.

  • We will create simple and informative posters outlining the repairs process to be displayed within our buildings.
  • We will improve communication between maintenance, support workers, housing management workers, contractors, and landlords to ensure compliance and efficient property management.
  • We will review and refine the current repair reporting system to ensure clarity and efficiency.
  • We will ensure staff have clear procedures for reporting repairs and promote our updated Property Procedure Flowcharts.
  • We will introduce “Repair Champions” and deliver dedicated repair training to upskill staff.
  • New staff will receive dedicated repair briefings on topics like reporting, compliance, common issues, and standard expectations.
  • We will revise our induction program to ensure a clear understanding of repair reporting, monitoring, and management.
  • We will review and improve the process for tracking repairs assigned to landlords to ensure timely completion.
  • The leasing team and maintenance team will work closely together, to hold landlords accountable for repair timelines as outlined in management agreements.

Support services and the property team will work together to explore a pilot program for tenant-managed repair appointments, offering greater control over scheduling.

 Communication and tenant engagement

  • 70 %

    of tenants feel they’re listened to by Nacro

  • 76 %

    of tenants were satisfied in how Nacro keeps them informed

  • 79 %

    of tenants feel fairly treated by Nacro

Actions for better communication

Being clear and communicative with our tenants is a high priority for us. We understand that our tenants' needs need to be heard and informed on developments that will affect them.

  • We will implement a Trauma Informed Approach training program to equip staff with the skills to understand and support tenants who may have experienced past trauma. This will help staff create a safe and supportive environment for tenants to communicate their needs.
  • We will develop a regular newsletter highlighting positive tenant experiences, achievements, and “you said/we did” updates on implemented improvements based on your feedback.
  • We will review staff roles and recruitment processes to ensure a structure that prioritizes responsive and helpful interactions with tenants.

Landlords and complaints

  • 75 %

    of tenants are satisfied that Nacro is easy to work with

  • 70 %

    of tenants are satisfied with support and advice

  • 23 %

    of tenants have made a complaint to Nacro in the past 12 months

Action Plan for complaint procedures

Understanding the root cause of any complaint is important to creating trust between our tenants and staff. We propose the action plan below so we can commit to a stronger relationship between us and our tenants.

  • We will create a clear and user-friendly Complaint Leaflet outlining the entire complaint process.
  • We will update and communicate all changes in documentation to both staff and tenants.
  • We will introduce a dedicated phone number and email address for submitting complaints, making the process more accessible.
  • We will work with our CEO’s Office Team to ensure adequate resources and support for handling complaints.
  • We have brought in external training experts to further enhance staff skills in complaint handling.
  • We will ensure staff receive regular training on our complaint reporting system and effective complaint response techniques.
  • We have appointed a dedicated Trustee Board member to oversee complaints and ensure they are addressed promptly and fairly.
  • We have updated our Complaints Policy to align with the latest Housing Ombudsman handling code, guaranteeing a transparent and effective process.

Wellbeing, neighbourhood and community

  • 45 %

    of tenants are concerned about affording their rent

  • 73 %

    of tenants are satisfied with how energy efficient their home is

  • 75 %

    of tenants are satisfied with Nacro’s safeguarding approach

  • 64 %

    of tenants feel Nacro has made a positive contribution

  • 69 %

    of tenants are satisfied with Nacro’s approach to anti-social be

Action Plan for better reputation

Building a solid reputation within the local community is important for our tenants to feel safe in their new neighbourhoods. We propose the action plan below in order to improve our local standing.

  • We’ve established a new ASB & Legal Advisor role within our Housing Management team. They will be responsible for ensuring quality reviews of closed ASB cases are carried out.
  • We’ll improve the process of reporting and recording ASB incidents, ensuring continuous learning and identification of areas needing improvement.
  • We’ll enhance tracking of ASB incidents to analyse trends and target improvement efforts.
  • We’ve improved training for all staff on effectively identifying and responding to ASB. Our refreshed ASB Policy will be complemented by various training methods (videos and in-person sessions) to improve staff awareness.
  • ASB training will be incorporated into our Occupancy Sustainment training for a holistic understanding.
  • We’ll develop clear and concise information for tenants, defining ASB with examples, explaining the reporting process, response timelines, and what to expect.
  • This information will be included in rent statement information packs and shared as an ASB leaflet with tenants who report incidents.
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Find out more about who we support with housing

We have extensive experience of supporting people who are marginalised or have complex needs and who are homeless or at risk of homelessness. We have tailored housing services for young people and care leavers, women, ex-service personnel and people coming out of prison. We are experienced in supporting people who have substance misuse issues, mental health problems or additional support needs.