Tenant Satisfaction Measures
In 2020 the government published the Social Housing White Paper, which set out how landlords across England could improve services for people living in social housing and ensure that tenants are listened to. This led to the creation of Tenant Satisfaction Measures (TSMs) which are a series of measures designed to assess how well a landlord is performing.
This new code of governance came into effect on 1 April 2023 for all social housing providers. We will be assessed against this code to ensure that we are open and transparent with our customers about our performance.
We sent out our initial survey in July 2023 and carried out a follow-up survey in January 2024.
The Housing Ombudsman Complaint Handling Code
As part of the Housing Ombudsman's complaint handling code all housing associations and councils are expected to complete a periodic assessment of their current complaints policy and procedure.
We take customer feedback very seriously and are always looking to make things better. By reporting when things haven't gone as expected, you've helped us make real improvements to our services.
You can read our report on the findings of our April-September 2023 assessment here.
You can read our report on the findings of our October 2022-March 2023 assessment here.
You can read our report on the findings of our October 2023-March 2024 assessment here.
You can read our Housing Ombudsman Self-Assessment form for April 2023 here.
You can read our Housing Ombudsman Self-Assessment form for June 2024 here.
Making things right
The government has launched the ‘Make things right’ campaign to ensure that social housing residents who have issues with their home know their rights, know how to complain, and can make their voice heard.
We're committed to delivering good-quality services to our residents, and to putting things right if they go wrong. If you have a concern, here are the steps you should follow:
1. Report it to us – find out how to contact us here
2. Complain to us – email feedback@wcht.org.uk or call 0800 218 2247
3. Escalate your complaint to the Housing Ombudsman
Tackling anti-social behaviour
We take our commitment to helping create better, friendlier communities very seriously. Part of this is our work to tackle anti-social behaviour and to offer help and support to those dealing with it.
That's why we've not only revamped our anti-social behaviour policy – which you can read here – but we've also launched a brand new anti-social behaviour toolkit. The easy-to-use toolkit helps you quickly identify whether what you're experiencing is considered to be anti-social behaviour, what help we can provide in combating it, and what other help may be available.
You Said, We Did...
As well as listening to your feedback, we know it's important to act on it too.
Here's how we've improved our services based on what you've said.
...the Group retendered our out-of-hours service and appointed Lemon, whose service has been well regarded by customers so far.
We received this feedback from happy customers.
