The results

As a housing association who owns more than 1,000 homes, we are now required to submit our performance against the Tenant Satisfaction Measures (TSMs). This enables you as a customer to see how we're delivering and where we need to improve. 

Each year by 30 June, we must submit our performance to the Regulator of Social Housing and publish the information for customers to see. We have chosen to do that here on our website, and through our residents magazine Be Mag. You can view Be Mag online here, or if you would like to sign up please email  hello@honeycombgroup.org.uk or call 01782 744533. 

With customers across England, the Regulator for Social Housing established 22 Tenant Satisfaction Measures, covering five themes. Ten of these are measured by monitoring performance, and 12 are measured by asking you what you think through a survey. 

Last year between 1 April 2023 - 31 March 2024 we received 517 surveys from you our customers, via email, SMS, or over the telephone. We ensured that we secured a good balance of customers from diverse locations, property types, and ages to really get a reflective view. Thank you to everyone who took part and contributed.

• We invested heavily over the past year, increasing the size of the compliance team to ensure that every home was safe. 
• It's really important that you let us into your homes so we can ensure you're safe. 
• We are also investing heavily in reviewing the quality of each and every home. So far we’ve physically inspected 20% of homes, but by March 2025 we plan to have physically inspected 80% of homes. In these inspections we want to make sure that your home meets the Decent Home Standard so we know where to invest if it doesn’t.

• We want to ensure we're reducing the number of ASB cases you experience and so will be looking into this more closely as a priority. 
• Our new neighbourhood model will mean you'll have a dedicated Neighbourhood Officer who can support you with anti-social behaviour and anything else relating to your housing journey. The new model provides more opportunities for staff to visit your homes and be present which we hope will help to reduce incidents of anti-social behaviour. 

• You told us that our repairs service wasn't working for you, so mid-year we took on your feedback and changed our repairs provider to UMS. UMS are a local provider with large teams of trained tradespeople which means they have more flexibility, knowledge, and skills. Their online, real-time booking system also means more appointment options and they also have a useful appointment reminder SMS service too. 
• Moving forward we'll continue to monitor the service and make changes where necessary, because we know how important this is for you. 

• We are doing a lot to improve our complaints process. Since it's launch on 1 April, we've adopted the Housing Ombudsman's new Complaint Handling Code.
• We've reviewed our policies and procedures in-line with the code and completed a self-assessment against them.
• We're also making staff aware of changes with training and new objectives to keep the focus.
• We've made changes to our system so any service requests can be logged, and have updated our websites with new customer guidance.
• We've also appointed a complaints Board Champion and have introduced new customer satisfaction questions. 

• Moving forward, we will report on how we're improving these tenant perception measures at least four times a year (every quarter).