Our performance
As a registered social housing landlord, we’re required to meet all relevant legislation in the delivery of our housing services. Our performance measures allow us to have visibility of how we’re performing as a housing service and provide greater understanding of the things that matter to you so we can make improvements to our service.
These measures include but are not limited to:
- areas of compliance such as gas, electric, asbestos, water hygiene, fire safety and lifts
- tenant satisfaction measures
- complaints handling
On a quarterly basis we report our repairs performance to the Housing, Health and Community Committee, as well as a wider range of performance measures to Scrutiny, Performance and Standard Committee.
To track the improvements needed against any of our performance measures, we have recently implemented a Housing Improvement Board.
Tenant Satisfaction Measures (TSM)
From April 2023, the Regulator of Social Housing, made it a requirement for housing providers to complete a TSM Survey annually to help track the performance of each housing provider.
For more information about the Tenant satisfaction measures, visit Gov.uk.
The housing department have instructed an external contractor, The Leadership Factor, to conduct these surveys on our behalf and you may have already been contacted by them.
The surveys are conducted in two waves, one in the summer months generally between may and September, and one in the winter months, generally between December and March.
We’re pleased to present the results of our first TSM survey. The survey is representative of our tenants as a whole and was carried out by phone to meet the standard for it to be statistically reliable. Thank you to all tenants who took the time to complete the survey.
Whilst over overall performance is moderate, we did see a slight increase in satisfaction between the summer wave and the winter wave.
As a department, we’re committed to choosing one focus item per wave as an improvement topic as we recognise there are key elements of our service which need strengthening and developing.
For more information on the TSM survey and results, view the following documents:
- Tenant Satisfaction Survey questions (PDF)
- Tenant Satisfaction Measures (PDF)
- Summary of approach to Tenant Satisfaction Measure collection (PDF)
Annual report
View the Annual Report for 2023/2024 (PDF).
This a new report which will be updated annually. It is an overview of the delivery of the Housing Service throughout the year, clearly setting out the aims and objectives of the service and our vision and priorities.
We have included our Tenant Satisfaction measures, some key performance data, details of engagement events which have taken place in the year and general information on our service to help you direct your queries.
If you would like to suggest other items to include in next years report, we welcome your comments either by phone on 01277 312500, letter or by emailing Estates.management@brentwood.gov.uk.