Tenant Satisfaction Measures Consultation
Page update 02/11/2023
The new telephone number our commissioned customer experience researcher, IFF Research, will be calling will be 0203 148 7645. This change will come into effect on 3 November 2023.
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. In February-March 2023 we conducted a baseline Tenant Satisfaction Measures consultation to understand how our customers felt. We wanted to use this feedback to shape service improvements, based on customers’ feedback. At this time, a random selection of customers were contacted ensuring we had representations from all regions and tenure types. Customers then were invited to take part in a survey and provide your feedback about our services. We had 488 customers provide feedback, with their views now being included to develop an action plan to help shape the future of the services that you receive from us at Johnnie Johnson Housing. This feedback is also reviewed as part of the work undertaken by the JJH Assurance Panel.
What does this mean to you?
We have commissioned IFF Research, a market leader in customer experience research, to undertake these surveys on our behalf, to capture your feedback independently. The consultation will begin on 1st July 2023 and will be continuing throughout the rest of the year. You may receive a phone call from 0203 148 7645 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. 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.
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. All data received through this consultation will be submitted to the Regulator for Social Housing by June 2024.
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
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