We regularly review our performance, and continually monitor and measure the work of our teams, using the data collected to identify areas for improvement. We are reviewing the way we publish some information to make sure it is easy to read and understand. If you would like to get involved in the development of our performance reporting, please contact the Tenant Involvement Team by phone on 01884 255255 or by email email@example.com.
We are making some changes!!
The Regulator for Social Housing (RSH) has recently issued guidance relating to a new suite of performance information – the Tenant Satisfaction Measures (TSMs). We will be required to publish information showing how we are performing in line with the TSMs and we are working on our approach to this. This information will be useful for tenants, leaseholders and other interested stakeholders but we will also look at what other information, if any, may be of interest. In particular, we are considering publishing some information in a dashboard which is easy to read and understand. For more information about the new requirements which will impact this project, please see the link to the Gov.uk document on the right-hand side of this page.
Pilot - Tenant Satisfaction Measures Survey
The Regulator of Social Housing has created a new system for assessing how well social housing landlords in England are doing at providing good quality homes and services. In addition to introducing revised consumer standards, this will involve a set of tenant satisfaction measures (TSM) that social housing landlords must report on. This goes live in April 2023.
MDH have procured a service with a company called CX-Feedback to carry out a pilot of the TSM's, you will soon receive an invitation to complete a survey to tell us how we are performing. The data we will receive will enable us to review our tenant's level of satisfaction from the service they currently receive and enable us to make any necessary service improvements. We will be providing CX-Feedback with data which will enable them to carry out the statistical analysis, at the end of the project the data will be destroyed.
In order to assess our performance we attempt to measure our indicators (where possible) to the same standard as others, allowing us to compare our performance with theirs. This is a process called 'benchmarking' and it is the best way for us to determine the areas in which we are succeeding or need to improve. Our benchmarking is undertaken through our membership of HouseMark, with benchmarked data placing us in one of the following four quartiles:
- Top quartile: This is the top result for performance indicators
- 2nd quartile: These results are above average but do not excel enough to achieve top quartile, these do not indicate any immediate cause for concern
- 3rd quartile: These results are below average and indicate an area that is in need of improvement
- Bottom quartile: This is the lowest quartile and any performance indicator in this category needs attention to help it improve
The report provides (available in the downloads) you with a review our performance and, includes a summary of the work that we did throughout this financial year.
We welcome any feedback you may have regarding our Annual Report, this includes suggestions for performance data that you would like to see in future editions.
For the future productions of the report, we are looking to create a designated Focus Group with residents. We recognise that this is your opportunity to see how we are performing and we want to work with you to provide a meaningful report that you would find useful.