Our action plan
You said…
There was an overall dissatisfaction rate of 19% with our repairs service from our tenants – and 24% were dissatisfied with the time taken to complete a repair. We also received comments on needing to improve our communication and follow-up, as well as making it easier for you to get in touch with us.
We’re doing…
We’re currently working on an online Chatbot. This will help you to:
- book online repairs appointments
- arrange appointments quickly and easily
You said…
22% of residents said they were dissatisfied that we provide a home that is safe. We received comments on damp and mould, as well as concerns about the general condition of residents’ homes.
We’re doing…
We will continue to fit free smart home devices in tenants’ homes.
The devices:
- give tenants the ability to keep an eye on the condition of their home
- give tenants control on how to prevent damp and mould
We have a dedicated Damp and Mould team who are working with residents to make everyone’s homes safer and healthier.
They will:
- be there to support you with any issues you may have with damp and mould
- look at historical data and data from the smart home devices to help you
- work with contractors to find long-term solutions to prevent mould regrowth
We will continue to deliver our Building Safety programme. This means we will continue to work towards making residents’ homes safer.
You said…
We received lots of positivity around us listening to views and acting upon them; about how we keep you informed; and how we treat you fairly and with respect.
We’re doing…
We want to continue to strengthen our relationship with our residents.
Implementing our resident engagement strategy is crucial to this. This strategy was designed by residents, for residents. It aims to increase engagement between us and residents, working collaboratively to improve our services.
This will give you more opportunities to get involved in service areas that matter to you. One example is our new antisocial behaviour resident panel.
About Tenant Satisfaction Measures
In 2023, a new regulatory requirement was brought in by the Regulator of Social Housing. Every year, social housing providers across the UK would need to carry out and report on Tenant Satisfaction Measures (TSMs).
We are only required to survey tenants. However we felt it was important to gather the views of all residents, so we survey leaseholders and shared owners at the same time.
In September 2023, we sent out a survey to all residents, giving them six weeks to provide their feedback and insights on five key areas:
- repairs
- building safety
- engagement
- complaints
- neighbourhood management
Steve Stride, Chief Executive of Poplar HARCA said: “The results from the resident satisfaction survey will inform so much of our work. It will point out what we are doing well and so need to continue, and what we need to improve on. It will also help us develop engagement opportunities, such as the resident engagement strategy, that are requirements of the new Consumer Standards.”
We will be launching the survey for 2024 in September. More details on this will be coming soon.
