JRHT resident survey results are driving improvement plans

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A recent survey undertaken on behalf of JRHT shows a fall in resident satisfaction.   It has found that 60% of residents are overall satisfied with JRHT as a landlord, this compares to 71% when a similar survey was undertaken in 2021. 

Last September, 2,178 homes were sent a questionnaire by post, email, or text message.  A total of 590 responses were received. In addition to an overall fall in satisfaction, the results of this survey also highlighted some key areas in which residents would like to see improvements, which include how JRHT: 

  • handles complaints
  • manages anti-social behaviour
  • listens to tenants views and acts upon them
  • treats tenants fairly and with respect 

JRHT recognises that the survey results are disappointing. The survey pointed out several issues which broadly match what residents have told us in different ways over the past few months. This shows that JRHT needs to work on addressing these concerns. 

Chris Simpson, JRHT Executive Director said “I would like to thank everyone who took the time to complete the survey last year.  The results are disappointing for us, but we value your feedback, and we will use this information to help us at JRHT to improve.” 

Since receiving the results of the survey, JRHT has started several new working groups which include residents. The groups will dig into some of the underlying causes for the survey results and identify service improvement actions that will make a difference.  

Tenants on the board – since December 2 JRHT tenants have joined the JRHT Board and this is hoped to raise the voice of residents at the highest level of the organisation. 

Resident Communications and Customer Service Group - this group has been established and the first meeting took place in February.  The purpose of the group is to consider how JRHT currently communicates with residents and to identify opportunities to ensure that we listen better and that the information we provide is clear and easy to understand. 

The JRHT Board has undertaken a review of the organisation's priorities. Following consideration of these survey results, feedback from the resident assembly and JRHT managers, the Board has agreed a new approach based on better engagement, higher quality services and a reaffirmation of our commitment to decent, affordable homes for those in greatest need. 

In order to drive this forward JRHT pledges to collaborate with residents this spring to develop among other things a new set of ‘Service Standards’. These standards will clarify what residents can expect from JRHT and provide a framework for holding JRHT accountable should services fall short of these expectations.  

The JRHT resident assembly will be invited to play a leading role in this process. JRHT is also keen to involve as many residents as possible to make service improvements.  If you would like to get involved with this work or just find out more about it, please contact Lara Winters (Resident Involvement Officer) at lara.winters@jrht.org.uk  

The satisfaction survey was undertaken as part of a new annual Government requirement called the Tenant Satisfaction Measures (TSMs). This serves as a reminder of the importance of listening to residents and continuously striving to deliver better services.  

There are two parts to the TSM requirement.  12 of the 22 indicators come from the satisfaction survey and the remaining 10 are monitored through our internal management systems. 

Here are the results from the satisfaction survey.  The score relates to the percentage of residents who stated they were either ‘satisfied’ or ‘very satisfied’ when asked about the following issues:

Tenant Satisfaction Measures measured by JRHT carrying out a tenant perception survey
Tenant Satisfaction Measure Percentage of residents satisfied
Overall satisfaction 60%
Satisfaction with repairs 69.6%
Satisfaction with the time taken to complete the most recent repair 65.1%
Satisfaction that the home is well maintained 66.5%
Satisfaction that the home is safe 73.5%
Satisfaction that the landlord listens to tenant views and acts upon them 48.4%
Satisfaction that the landlord keeps tenants informed about things that matter to them 62.2%
Agreement that the landlord treats tenants fairly and with respect 65.6%
Satisfaction with the landlord’s approach to handling complaints 29.3%
Satisfaction that the landlord keeps communal areas clean and well maintained 62.6%
Satisfaction that the landlord makes a positive contribution to neighbourhoods 55.3%
Satisfaction with the landlord’s approach to handling anti-social behaviour 43.1%


The table below shows the end of year performance for the 10 management indicators. These cover a range of safety compliance areas, such as whether or not homes have had their annual Gas Safey Check.  It also looks at repairs, performance, complaints ,and concerns about anti-social behaviour.  Overall JRHT is performing well against these 10 indicators. 

Tenant Satisfaction Measures measured directly by JRHT
Tenant Satisfaction Measure Result
Homes that do not meet the Decent Homes Standard 3.98%
Non-emergency repairs completed within target timescale 89.7%
Emergency repairs completed within target timescale  98.2%
Gas safety checks  100%
Fire safety checks  100%
Asbestos safety checks  100%
Water safety checks  100%
Lift safety checks  100%
Complaints relative to the size of the landlord (per 1,00 homes) - Stage 1  27.5
Complaints relative to the size of the landlord (per 1,00 homes) - Stage 2 5.92
Complaints responded to within Complaints Handling Code timescales - Stage 1 87.1%
Complaints responded to within Complaints Handling Code timescales - Stage 2 58.8%
Anti-social behaviour cases opened per 1,000 homes  10.15
Anti-social behaviour involving a hate crime opened per 1,000 homes  0