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/.
Communication and Vulnerabilities
The Housing Ombudsman have been doing to highlight issues around communications and vulnerabilities. The Ombudsman are preparing their next ‘Spotlight’ Report, which will be based on three areas of best practice:
- What it means to be vulnerable in social housing and what is an appropriate response by landlords
- What effective communication looks like and how this could help better outcomes
- Whether there are areas where there are repeated patterns of poor service response.
The Ombudsman are carrying out 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.
Although the deadline for Call for Evidence has passed, LJHA would like to know your thoughts on how well LJHA are doing in this area. You can complete this online at https://forms.office.com/e/KLz6dqGSie.
Tenancy Satisfaction Measures Survey 2022
At the end of 2022, 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 537 LJHA residents were consulted, from which a total of 238 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.
Headline figures are that overall customer satisfaction increased from 68.7% in 2020 to 69.3% in 2022, and a total of 56.5% were satisfied that LJHA listens to tenant views and acts upon them, an increase of 10.1% from 2020.
You can see a snapshot of the results below:
What have LJHA done?
Following on from the survey, in January this year, Service Insights contacted residents who, in the TSM survey, had stated they were dissatisfied with three service areas (Complaints; Listening to views; and Responsive Repairs), inviting them to attend one of three focus groups, based around these areas (the title of the third one was Listening to Tenant Views and Acting Upon Them).
After analysing the findings from these focus groups, we held a workshop with our Resident Consultative Group, and jointly agreed a list of actions for LJHA, which will be reviewed at regular intervals by RCG members, with the assistance of other resident groups. The action plan includes the following:
• Providing residents with accurate timescales for responses to queries
• Ensuring that there is a presence at LJHA Reception at all times
• Frontline staff tours of all buildings at induction
• The RCG to co-ordinate follow-up conversations with residents to discuss the quality of the repairs process
• The RCG to observe certain repairs
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.
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
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.