Listening to the voice of our customers
Listening to the voice of our customers is a priority for us here at Johnnie Johnson Housing. We value our customers’ feedback and use it to improve how we work with you, while giving you positive experiences and accessible services. We are always exploring new opportunities for residents to share their feedback with us. Therefore we will be delivering a consultation with residents to understand customer’s satisfaction for the services we provide.
Why are we gathering your feedback now?
From the 1st of April, all registered social landlords will be delivering a consultation with residents. The consultations will focus on customer’s satisfaction for the services they provide. There are 12 “Tenant Satisfaction Measures” (TSMs) set by the Regulator for Social Housing which will be used to understand resident overall satisfaction regionally and nationally.
Instead of wait, we want to get ahead and understand how our customers feel right now. All feedback gathered from the research will be used to shape service improvements at Johnnie Johnson Housing. We have commissioned IFF Research, a market leader in customer experience research, to undertake these surveys on our behalf, to capture your feedback independently.
What do the Tenant Satisfaction Measures (TSMs) cover?
- Keeping properties in good repair
- Maintaining building safety
- Effective complaints-handling
- Respectful and helpful tenant engagement
- Responsible neighbourhood management
What does this mean to you?
The consultation will begin on 24th February 2023, so you may receive a phone call from 0203 148 7635 or get an email from myopinions@iffresearch-dm.com inviting you to take part in a survey and provide your feedback about our services. There will be a random selection of residents which will ensure we have a wider representation of voices, so you may not be contacted. We really hope that you will be eager to share your thoughts overall and help to shape the future of the services that you receive from us at Johnnie Johnson Housing. It’s entirely up to you whether you agree to be part of the research if you receive a call or email.
To find out more about the survey please read the FAQs document here.
Useful Links
Tenant Satisfaction Measures – Summary of RSH requirements
Consultation on the introduction of tenant satisfaction measures