Tenant Satisfaction Measures (TSMs) were introduced by the Regulator of Social Housing in April 2023. The TSMs are a set of 22 measures that tell us and our customers how well we’re doing at providing homes and services and help identify areas for improvement.
All social housing landlords must carry out surveys with their tenants using a set of twelve TSM questions. Alongside these survey questions, landlords must also collect data and publish ten management information measures that focus on operational areas, such as safety and compliance.
We have now submitted our performance to the Regulator. In autumn 2024 they will publish the results from all housing associations, so customers will be able to see how well Selwood Housing is performing in comparison with other landlords.
Our customer surveys are carried out independently by specialist housing research agency Acuity and during the year they contacted 592 customers by phone. Customers were selected according to tenure, age group and other demographics to make sure that no customer groups were significantly over or under-represented.
You can see our 2023/24 TSM results for the survey questions below.
While waiting for the Regulator of Social Housing to publish the sector wide results, we took part in Housemark's annual TSM benchmarking exercise. Compared with the full group of participants – 221 landlords managing around 2.3 million homes – Selwood Housing is in the top 25 per cent for all the TSM survey measures.
Our performance for the non-survey management information, our operational performance, is also above the median for 8 out of 10 of the measures. You can see the full results below.
The two exceptions are the proportion of homes not meeting the Decent Homes Standard and the proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. Our performance has fallen short of target for both measures due to resource challenges that our asbestos and roofing contractors have faced throughout the year. Plans are in place to improve our performance during 2024/25.
While we are pleased with our TSM survey results, which are well above the Housemark median, we are not complacent. During 2024/25 we will continue to work hard to deliver high levels of customer satisfaction with our services.
We are inviting customers to join our next focus group, reviewing our tenancy fraud policy.
Tackling tenancy fraud helps us to provide an effective housing service, as this type of fraud affects how we can manage our properties, including dealing effectively with anti-social behaviour or repairs issues. It also affects our finances in terms of reclaimed benefit payments where these have been paid fraudulently. If you would like to join us in reviewing this policy, you are invited to our offices in Trowbridge on Wednesday 4th September 10am - 12pm.
You can sign up to attend by completing this form: ecs.page.link/aTnHB
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Shell Milner, shall we go? It has antisocial behaviour included
Our CEO wanted to speak today to recent events, affecting communities across the UK this week.
"We strongly condemn the riots and disorder, violence and racism that the country has witnessed and our thoughts are with those individuals and communities that have been impacted.
However, it was inspiring to see thousands of people standing together in peaceful protest last night, clearly united in the cause to end the violence.
It is everyone’s right to a safe home and community in which to live and to raise our families. As a local housing association, working alongside key partners, this will remain our continued purpose."
Recognising that everyone has a right to live in their home safely, if you are a Selwood Housing customer and you experience harassment or abuse from a neighbour please let us know via our website www.selwoodhousing.com/tenants-services/your-neighbourhood/antisocial-behaviour/ or through calling our main number 01225 715 715.
You can also report hate crime to the Police through the below links:
Wiltshire Police www.wiltshire.police.uk/ro/report/hate-crime/information/v1/hate-crime/how-to-report-hate-crime/ Somerset and Avon Police www.avonandsomerset.police.uk/report/hate-crime/
Antisocial behaviour - Selwood Housing
www.selwoodhousing.com
View information about anti-social behaviour, how to report it to us and how we deal with these reports here.2 CommentsComment on Facebook
You sound exactly like two tier kier! If you think last night's protest was a good piece full protest then you can thank "the far right" for not retaliating to the hope not hate group after they repeatedly calling us nazis! I can read at least one threat from your post and I personally am offended by that.
Why won't no one say the word ALL COMMUNITIES?
Join Wiltshire Wildlife Trust this summer for some community action and fun wildlife evenings.
Lend a hand and learn about wildlife on the following dates:
👉Friday 16th August at 7 - 9.30pm - Litter Pick & Moth Trap Night
👉Friday 30th August at 7 - 9.30pm - Community Clear Up & Bat Walk
👉Meet at Studley Green Community Association, Lambrok Road, BA14 9HA and do wear your wellies!
Here's a great summary of a project they recently ran with some of our residents at Manor Court, alongside Studley Green Primary School. Their sessions are engaging and valuable for all the community, so we'd highly recommend getting involved if you can!
To register your interest or find out more, please contact Sue at
sued@wiltshirewildlife.org / 07720 896279
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