Tenant feedback isn’t just important - it’s essential. As the landscape of social housing evolves, driven by new regulations like the Social Housing Regulation Act 2023 and Awaab’s Law, the introduction of the Tenant Satisfaction Measures (April 2023), the new Housing Consumer Standards (April 2024) and the new Housing Ombudsman Complaint Handling Guidelines (April 2024), social landlords are facing increased scrutiny.
Furthermore, the recent ‘Call for Evidence’ issued by the UK Housing Ombudsman in August 2024 to inform its upcoming "Repairing Trust" report, highlights the growing need for high standards in housing maintenance, especially amid rising complaints and industry challenges.
This landscape sets higher standards for timely repairs and safe living conditions, making it more crucial than ever to listen to tenants.
But why is tenant feedback so vital? It’s simple. Feedback allows you to spot issues early, improve service quality, and build trust. Here’s how:
Spotting Issues Before They Escalate
Early Detection: Tenants are often the first to notice problems in their homes. Their feedback helps you catch issues like leaks or mould early, preventing them from becoming bigger, costlier problems.
Data-Driven Decisions: Regular feedback provides the data you need to plan preventive maintenance. This proactive approach can save you from expensive repairs down the line.
Boosting Service Quality
Improved Response Times: Tenant feedback highlights areas where your repairs process might be slow or inefficient. Acting on this feedback means quicker repairs and happier tenants.
Monitoring Contractors: Feedback gives you insight into contractor performance, helping you hold them accountable and improve service quality.
Building Trust and Transparency
Trust through Action: By actively seeking and responding to feedback, you show tenants that their well-being is a priority. This builds a strong, trust-based relationship.
Compliance Made Easier: Feedback is crucial for meeting regulatory standards. Tenant reports help ensure you’re addressing health hazards promptly, keeping you compliant with laws like Awaab’s Law.
Informing Better Practices
Identifying Patterns: Aggregated feedback can reveal common issues across properties, guiding you in making necessary policy changes or process improvements.
Learning from Success: Positive feedback can highlight what’s working well, allowing you to replicate successful practices across your housing portfolio.
Empowering Tenants
Giving Tenants a Voice: When you involve tenants in the feedback process, you empower them to have a say in how their living conditions are managed. This leads to higher satisfaction and better cooperation.
Tailoring Services: Understanding tenant needs through their feedback allows you to tailor your repair services. This ensures that repairs not only meet legal standards but also align with tenant expectations.
Staying ahead
In today’s regulatory environment, timely repairs are more than just a requirement—they’re a cornerstone of providing safe, quality housing.
Tenant feedback is your key to staying ahead of issues, improving service, and building trust. By prioritising open communication and acting on feedback, you’re not just meeting standards—you’re exceeding them, ensuring a better living environment for everyone.
Make tenant feedback a priority today. Start listening, act promptly, and see the difference it makes in your housing management.
Helping Housing Providers Understand the Tenant Experience
We provide solutions to enable feedback and complaints to be captured for regulated and non-regulated services.
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