Tenant Services Authority Service Measures

We follow the Tenant Services Authority Service Measures with regard to Homes, Neighbourhood & Community, Tenancy, Tenant Involvement & Empowerment, and Value for Money.

Our performance against the TSA Service Measures is monitored by our landlord-wide residents' group Way Ahead With Wherry, and the Wherry Indepedent Scrutiny Panel.
Our service measures were developed in consultation with our residents' groups.

Our service measures for ensuring that we comply to the TSA standards are as follows:

Homes

Having a definite appointment time that suits me and I am confident will be kept
Being kept informed about the progress in getting my repair done
Having the repair fixed first time

Neighbourhood and Community

Satisfaction that the local area is safe and clean
An initial response to Anti-Social Behaviour within 24 hours
Clear action agreed and taken to resolve Anti-Social Behaviour

Tenancy

Having my needs taken into account when moving into a new home
Clear information about the standard I can expect when I move into a new home

Tenant Invovlement and Empowerment

My views are taken into account by the housing provider in providing services to me
Opportunity for involvement in decisions which affect me or service improvements
Clear and timely communication in response to service requests
Satisfaction that my complaint has been fully responded to
Confidence that my housing provider will improve services as a result of my complaint

Value for Money

Information on how my housing provider has improved value for money

Performance on our Service Measures

Service Measure Category	Service Measure	How do we measure this?	Target	Performance	On Target?
Homes	Having a definite appointment time that suits me and I am confident will be kept.	Percentage of customers reporting that they were given a definite appointment time.	100.00%	93.7%
Homes	Having a definite appointment time that suits me and I am confident will be kept.	Percentage of customers reporting that the appointment time suited their needs.	100.00%	98.0%
Homes	Having a definite appointment time that suits me and I am confident will be kept.	Percentage of tenants reporting that an appointment was made and kept for their last repair.	95.00%	96.8%
Homes	Being kept informed about the progress in getting my repair done	Percentage of customers satisfied with being kept informed about their last repair.	96.00%	96.5%
Homes	Having the repair fixed first time	Percentage of tenants reporting that their last repair was fixed at the first visit.	87.00%	80.9%
Neighbourhood & Community	Satisfaction that the local area is safe and clean	Percentage of customers satisfied that their local area is safe.	85.00%	92.8%
Neighbourhood & Community	Satisfaction that the local area is safe and clean	Percentage of customers satisfied that their local area is clean.	85.00%	91.7%
Neighbourhood & Community	An initial response to Anti-Social Behaviour within 24 hours	Percentage of Anti-Social Behaviour cases responded to within 24 hours.	65.00%	62.3%
Neighbourhood & Community	Clear action agreed and taken to resolve Anti-Social Behaviour	Percentage of customers reporting that clear action was agreed	75.00%	75.4%
Neighbourhood & Community	Clear action agreed and taken to resolve Anti-Social Behaviour	Percentage of customers reporting that agreed actions were carried out.	75.00%	78.4%
Tenancy	Having my needs taken into account when moving into a new home	Percentage of customers satisfied that their needs were taken into account when moving into their new home.	90.00%	92.1%
Tenancy	Clear information about the standard I can expect when I move into a new home	tbc	tbc	tbc	tbc
Tenant Involvement & Empowerment	My views are taken into account by the housing provider in providing services to me	Percentage of tenants satisfied that their views are being taken into account.	68.00%	83.5%
Tenant Involvement & Empowerment	Opportunity for involvement in decisions which affect me or service improvements	Percentage of customers reporting that they feel they are given the opportunity for involvement in decisions that affect them.	70.00%	73.3%
Tenant Involvement & Empowerment	Clear and timely communication in response to service requests	tbc	tbc	tbc	tbc
Tenant Involvement & Empowerment	Satisfaction that my complaint has been fully responded to	Percentage of customers reporting that the written complaint response addressed all of the points within their complaint	70.00%	68.00%
Tenant Involvement & Empowerment	Confidence that my housing provider will improve services as a result of my complaint	tbc	tbc	tbc	tbc
Value for Money	Information on how my housing provider has improved value for money	tbc	tbc	tbc	tbc