On this page, you can find details of any consultations or surveys we have been carrying out.

You can also tell us your ideas and suggestions at http://ljha.co.uk/engage/yousaidwedid/.

Tenancy Satisfaction Measures Survey 2024

At the start of this year, LJHA carried out a detailed Tenant Satisfaction Survey with all residents. The survey was carried out with the aim of calculating annual satisfaction scores. All LJHA residents were consulted, from which a total of 222 residents provided feedback. The survey was carried out by an independent company called Service Insights.

Why did we do this survey?

The Tenant Satisfaction Measures (TSM) standard requires all registered providers, such as LJHA, to generate and report TSMs as specified by the Regulator of Social Housing. Registered providers must collect and provide information to support effective scrutiny by tenants of their landlord’s performance in managing their homes and neighbourhoods.

The survey found that overall customer satisfaction is at 69.4%, a slight increase from 69.3% in 2022.

Service Insights, the company undertaking the survey, suggest the key areas top focus on to improve satisfaction are:

1) Agreement that the landlord treats tenants fairly and with respect

2) Satisfaction with repairs

3) Satisfaction that the home is well maintained

You can see a snapshot of the results below:

You can view the full report here.

A pictorial summary is below:

A video summary can be accessed on our YouTube channel via this link.

Follow-up Actions

Following on from the survey, Service Insights will be organising some follow-up focus groups to explore some of the key themes of the survey. This will include focus groups with our Resident Consultative Group and members of staff.

After analysing the findings from these focus groups, we will create a list of actions for LJHA, which will be reviewed at regular intervals by RCG members, with the assistance of other resident groups.

Repairs Satisfaction Survey

If you have logged a repair with us, you may receive a call from Dr Simon Williams from Service Insights, who is carrying out an independent Repairs Satisfaction Survey so that you can let us know what we did well, and how we can improve.

Communications and Vulnerabilities Survey

The Housing Ombudsman has been carrying out some research out to highlight issues around communications and vulnerabilities. The Ombudsman conducted this review as a result of cases where landlords failed to fulfil their obligations around human rights, including the Equality Act or adhere to their vulnerable persons policy.

You can view the Housing Ombudsman’s summary findings in their Relationship of Equals report via this link.

Alongside this, LJHA carried out a survey to ask residents a variety of questions relating to how well LJHA informs you of changes to staff, services and information pertaining to your homes.

Residents were asked questions on a variety of areas of service, using the same methodology as the Ombudsman. ‘On a scale of 1-5, with 1 being not at all and 5 being extremely well, how well do you think LJHA keeps you informed about updates to…… ?’

The final two questions were free text questions:

  • What could LJHA do to improve how we communicate with residents?
  • What could LJHA do better to improve our understanding of the vulnerabilities of residents?

You can view the summary of the report via this link.

In response to the results of the survey, we have developed an action plan in response to some of the findings:

Resident Information Update

We want to make sure that we have up-to-date information for all of our residents. This helps us to make sure that we can contact you in different ways. It will also help us to think about things we can do to help different groups of residents.

Please complete a short form to allow us to update the information which we hold about you and/or your partner/spouse. You can find this at https://forms.office.com/r/A27RCUGG3N.

Tenancy Satisfaction Surveys

LJHA have 3 satisfaction surveys relating to our tenancies. These focus on:

Moving into your new property

Tenancy Support

Moving out of your property

To tell us how well we have managed the process of moving into your new home, you can complete the survey at https://forms.office.com/r/UewRH9QNL4.

To tell us how well Omar, our Housing Officer, has supported us, you can complete the survey at https://forms.office.com/r/V5PaifCTaf.

To tell us about your experiences when you have told us that you would like to leave your home, you can complete the survey at https://forms.office.com/r/upG2CQ8UDe.