We measure how we are performing against the Consumer Standards and Tenant Satisfaction Measures through:

  • Feedback from customers after they’ve received a service from us – our ‘experience surveys’. We report on these every three months. Our Customer Standards Group helped us to develop these surveys.
  • Tenant Satisfaction Measures (TSM). This is a regulatory requirement and combines annual performance information and the results of our annual perception survey.
  • Other performance information that we report on every three months.
  • Customers on our Customers Standards Group review this performance information every three months and hold us to account.

Below you will find:

  • Performance data. This includes the latest data from July to September 2024, as well as annual data we collected as part of the TSMs for 2023/24.
  • The latest ‘experience survey’ results from July to September 2024.
  • The results of our annual TSM perception survey for 2023/24. We contacted customers via email and telephone in July and December 2023, receiving 1,216 responses. This equates to 18% of our customers. You can read a copy of the questionnaire we used here and a summary document outlining our approach here.

Overall satisfaction with Irwell Valley Homes July to September 2024

76 %

Between April and June 2024, the overall satisfaction rate was 77%.

In the annual TSM satisfaction survey for 2023/24, 64% of customers were satisfied.


IVH Listing Vector TSM (1)

How we performed against the safety and quality standard

Performance data: July to September 2024

Emergency repairs

90 %

Emergency repairs completed within the target timeframe. This is the same as the previous quarter.

Non-emergency repairs

70 %

Non-emergency repairs completed within the target time frame. This compares to 72% in the previous quarter.

Diagnosis

72 %

The percentage of repairs diagnosed and fixed on the first visit. This compares to 69% in the previous quarter.

Home improvements completed

681

Including things like new kitchens, bathrooms and communal painting and decorating.

Customer experience survey results July to September 2024

We worked with our Customer Standards Group to re-design our experience surveys and these are the results from the second quarter they have been in use, meaning a like-for-like comparison between quarters is now possible.

 

The percentage of customers satisfied with the service

Gas repairs

94 %

This compares to 90% in the previous quarter.

Responsive repairs

77 %

This compares to 74% in the previous quarter.

Satisfaction with time taken from first report to visit

74 %

This compares to 70% in the previous quarter.

Planned works/improvements

86 %

This compares to 67% in the previous quarter.

Annual performance against the TSMs 2023/24

TSM

Annual performance 2023/24

Emergency repairs completed in target timeframe*

 89.7%

Non-emergency repairs completed in target timeframe**

 74%

   

Homes for which gas safety checks have been completed.

98.5%

Homes for which fire risk assessments have been completed.

100%

Homes for which asbestos surveys and inspections have been completed.

100%

Homes for which legionella risk assessments have been completed.

100%

Buildings for which lift safety checks have been completed.

92.6%

Homes that do not meet the Decent Homes Standard

0.6%

Customers feel we provide a home which is safe.

73%

Customers' satisfaction with overall repairs service over last 12 months.

68%

Customers feel their home is well-maintained.

66%

 

Customers' satisfaction with time taken to complete most recent repair.

62%

 

*within 24 hours.

**within 40 days.

How we’re working to improve:

  • Increasing investment in the repairs service to improve waiting times.
  • Developing automated communications to customers about their repairs to keep them informed.
  • Gathering more data about our homes to help us plan and prioritise improvements to our homes.
Ceris T

A decent and safe home is our number one priority. We have seen a huge increase in the number of repairs reported to us and this is having an impact on how long customers are having to wait. We are working hard to bring waiting times down and customers have started to see improvements.

Ceris Esplen, Executive Director
IVH Listing Vector TSM2 (1)

How we performed against the transparency, influence and accountability standard

Performance data: July to September 2024

230

Number of complaints received. This compares to 277 in the previous quarter.

How involved customers shaped our work July - September 2024

Customer groups

We met with customers on the following groups between July and September: Resident Scrutiny Panel; Customer Standards Group; Building Safety Group and attended tenants and residents association meetings in our communities.

We also held a series of customer focus groups - The Big Customer Conversation - tasked with gathering insight into residents' priorities. The results are now helping to inform our new customers and communities strategies.

 

Resident Scrutiny Panel reviews

Our RSP worked through a variety of activities as part of their review into how customers can access our services and the steps we take to prioritise customers according to their needs.

Activities included complaints reviews; call listening; mystery shopping and colleague shadowing.

We will share their final report in the coming weeks.

You can read about the impact of previous RSP reviews here.

Customer Standards Group

The Customer Standards Group fed back on the presentation of this new performance information here on our website.

The updated experience surveys which we co-designed with the group continued to be used.

They also provided their input into our Repairs Transformation project which is currently underway.

Building Safety Group

We incorporated the group's feedback into the final versions of our Building Safety Resident Engagement Strategies for each of our five high-rise buildings.

You can read these here.

Policies

We gained customer insight and feedback on two policies, including the repairs policy and the pets policy.

Customer Communications Group

Our Customer Communications Group provided feedback on the letters we issue updating people about their rent and service charges for the year ahead; the branding and communications about our customer focus group and our customer annual report.  

Customer experience survey results April - June 2024

 

Customers feel we treat them with dignity and respect

80 %

This compares to 82% in the previous quarter.

Customers feel they are kept informed and communicated with

77 %

This compares to 67% in the previous quarter.

Satisfaction with complaints

36 %

This compares to 33% in the previous quarter.

Annual performance against the TSMs 2023/24

TSM

Annual performance 2023/24

Number of stage 1 complaints per 1,000 homes. 

73

Number of stage 2 complaints per 1,000 homes. 

12

Proportion of stage 1 complaints responded to within Housing Ombudsman Complaint Handling Code Time (10 days).

93%

Proportion of stage 2 complaints responded to within Housing Ombudsman Complaint Handling Code Time (20 days).

71%

Customers feel we treat them fairly and with respect.

73%

Customers feel we keep them informed about things that matter to them. 68%

Customers feel we listen to their views and act on them.

56%

Customers' satisfaction with complaint handling.

30%

How we’re working to improve:

  • Continuing to embed a new complaints team and process with a renewed focus on investigating themes and trends and embedding learning to improve services.
  • Re-launching our Customer Offer Panel as the Customer Standards Group. They closely monitor our performance against the new standards – reporting into our leadership team and board of management every three months.
Ceris T

We listen to customers and work with them to help us shape our services. We know that customers are best-placed to help us understand what’s going well and what we need to continue, as well as where there are issues and we need to improve. All customers have valuable experiences to share - please get in touch if you’re interested in getting involved.

Ceris Esplen, Executive Director (Customers)
IVH Listing Vector TSM3 (1)

How we performed against the neighbourhood and community standard.

Performance data: July to September 2024

Fly-tipping

£ 12,000

We spent £12,000 clearing fly-tipped rubbish.

Graffiti

2

We removed 2 incidents of graffiti this quarter.

Other neighbourhood and community highlights July to September 2024

We continued to promote our Neighbourhood Champions initiative, where customers are encouraged and incentivised to get involved to help us monitor the standard of grounds maintenance and communal cleaning. Click here for more information about this.

We continued to work closely with our grounds maintenance provider to monitor their performance in a bid to drive improvements and ensure a better service for our customers.

We published our programme of neighbourhood inspections on our website here and shared these with customers in our community newsletters, encouraging residents to join us.

We also hosted community events across our neighbourhoods, including free school meals from our Sunshine Community Café in Trafford and jobs and training fairs at our Oasis Community Resource Centre in Haughton Green.

Annual performance against the TSMs 2023/24

TSM

Annual performance 2023/24

Number of anti-social behaviour cases opened per 1,000 homes.

39

Number of anti-social behaviour cases opened that involved hate incidents per 1,000 homes.

7

Customers' satisfaction with approach to handling anti-social behaviour.

59%

Customers feel we make a positive contribution to their neighbourhood.

58%

Customers' satisfaction with cleaning and maintenance of communal areas.

52%

How we’re working to improve:

  • Implementing the recommendations of the Resident Scrutiny Panel’s anti-social behaviour review and a new ASB policy and procedure.
  • Joining a new ASB best-practice service which provides regular updates, resources and training.
  • Improving our approach to tackling fly tipping, rubbish, and bin areas.
  • Installing new fob systems and CCTV in communal buildings.
Ceris T

We are committed to working together with our customers and partners in the neighbourhoods we serve to make sure that everyone can live well in their home and community.

Ceris Esplen, Executive Director (Customers)
IVH Listing Vector TSM4 (1)

How we performed against the tenancy standard

Performance data: July to September 2024

Relet time

33

The average time taken in days to re-let a home when it became available. This compares to 32 days in the previous quarter.

Customer experience survey results: July to September 2024

Satisfaction with new home

100 %

This compares to 100% in the previous quarter.

Satisfaction with lettings process

100 %

This compares to 79% in the previous quarter.

How we’re working to improve:

  • Continuing a project to match customers on our own transfer list with others also looking for an exchange.
  • Hosting community events in our neighbourhoods to raise awareness of mutual exchanges and the House Exchange national database to support customers into homes which better suit their needs.
  • Dedicating one of our Tenancy Sustainment Coaches to support new tenancies, ensuring customers with complex needs receive the support they need to succeed in their new home.
Ceris T

Everyone deserves a safe and decent place they can call home. We're providing affordable homes for those most in need, and ensuring our existing customers are in homes which meet their needs.

Ceris Esplen, Executive Director (Customers)

You can also view the full list of our TSM results for 2023/24  here.