Tenant survey results | Tenant news

Thank you to everyone who took the time to share your views in our 2022 Tenant Satisfaction Survey.

85% of tenants who last contacted us by phone said that Habinteg staff members were helpful and courteous. Readership of the Annual Report to Tenants (included with this edition of Update) increased slightly from 74% in 2020 to 77% of respondents in 2022. And an impressive 82% of tenants regularly read Update, which is great to hear.

Tenants who are more aware of Habinteg’s activities through publications like the Update newsletter and the Annual Report are also significantly more satisfied with Habinteg’s contribution to their neighbourhoods.

Repairs and maintenance

Clearly, we still have some work to do to improve our repairs and maintenance service. There is a link between satisfaction with repairs and overall satisfaction with Habinteg, which has dropped 11% to 60% in 2022.

Over the coming months, we will be working with a special focus group of engaged tenants and the Joint Strategy and Impact Group to develop an action plan to improve our repairs and maintenance service.

As part of that programme, we know that our contractors’ performance has to improve. You can read about our work with Plentific, which is already having an impact, delivering faster repairs that are more often right the first time.

Lastly, communication about repairs and appointments, both from Habinteg teams and our contractors, needs to improve, and I hope that you will start to see a difference over the next few months.

Planned improvement works

Investment in your homes was one of the top priorities coming out of the Shaping our Future consultation we ran last year.

During the pandemic, we were unable to do as much as we would have liked to invest in your homes. We are now making up for lost time with a programme to replace 1,200 components – doors, windows, kitchens and bathrooms.

Much of our improvement work involves working in partnership with tenants. We are looking for tenant representatives for some Habinteg schemes and there are also vacancies on our Editorial Panel and our Scrutiny Panel. So, if you would like to get involved, please contact the Tenant Engagement team on customerengagement@habinteg.org.uk