Tenant Satisfaction Measures, 2023 to 2024

We are already taking actions to better serve our homeowners and have established a new team specialising in the needs of shared owners and leaseholders, separating these responsibilities from those of renters.

Additionally, we’ve recently formed a Service Charge Collaboration Group, bringing together shared owners and leaseholders from all our operating areas to work on homeownership-specific themes, and service charges in particular.

Over recent years, we’ve been prioritising safer homes and safer buildings, having invested £147 million in repairs and safety works in the last year alone. When asked specifically about the condition of their property or building over three quarters of renters are satisfied MTVH provides a home that is safe. We understand feeling safe at home is about much more than bricks and mortar, and a majority of our renters (61.4%) are satisfied with our handling of anti-social behaviour.

When asked about our repairs services 71% of renters and 66.2% of homeowners were satisfied, and 72.2% of renters also found that MTVH maintains communal areas well. These are encouraging figures, but we strive to improve further every day. For example, we have created a new Property Experience team to improve communication on complex repairs and review post-inspection processes to improve contractor management and resident experience.

We are committed to listening to our customers and providing meaningful opportunities for them to help shape and improve the way our services are delivered. This is embedded in our five-year 2021-26 strategy “Serving People Better Every Day”, where we use our Customer Voice Framework, Customer Council and Regional Resident Panels to ensure residents can influence the way we deliver our services.

We are also committed to maintaining a positive complaint handling culture. We see complaints as an opportunity for us to both put things right and learn how we can make improvements to our services in future. So, this year, we’ve invested in a new Customer Relationship Management system, making it easier to deliver services more efficiently and provide clear and consistent communications.

We are proud of those positive results highlighted in our first Tenant Satisfaction Measures. While the feedback from our renters is encouraging, we remain committed to address the areas where improvement is needed, particularly in serving our homeowners and streamlining our complaints handling. As we move forward, we remain dedicated to serving our residents better every day and ensuring their voices are heard and valued.

Alongside our TSMs, we have also published our 2023/24 Residents Report which outlines how we are working with our residents and responding to what we hear through TSMs and other feedback routes.