Tenant satisfaction measures

As part of the new regulatory requirements, we need to collect our performance against a number of tenant satisfaction measures.

These include 10 measures of service delivery performance, alongside 12 measures that collect the views of our tenants.

The results are in! We're really pleased with the results, and very proud of the good work you've told us we do.

However, we also recognise that there is still room for improvement and where we can do better.

The percentages on this page show how you rate our services (known as the tenant perception measures).

Tenant perception measures

View this data as an image or read below.

Overall satisfaction

81%

Satisfaction that NFDC make a positive contribution to the neighbourhood

72.1%

Satisfaction that we keep you informed

78.9%

Overall satisfaction with repairs

82.8%

Satisfaction with time taken to complete repairs

82.8%

Satisfaction that we listen and act on your views

67.8%

Agreement we treat you fairly and with respect

82.2%

Satisfaction that your home is well maintained

82.1%

Satisfaction with NFDC's approach to antisocial behaviour

62%

Satisfaction with our approach to complaints

29.1%

Satisfaction that communal areas are clean and well maintained

68.6%

Satisfaction that your home is safe

84.7%

Service delivery performance

The figures below show how we're performing against key areas of service delivery.

Building safety 

Proportion of homes for which all required gas safety checks have been carried out        

98.2% 

Proportion of homes for which all fire risk assessments have been carried out                     

95.6% 

Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out     

98.3% 

Proportion of homes for which all required Legionella risk assessments have been carried out

75.5% 

Proportion of homes for which all required communal passenger lift safety checks have been carried out

100% 

Anti-social behaviour 

Number of anti-social behaviour cases, opened per 1000 homes

30.8

Number of anti-social behaviour cases that involve hate incidents opened per 1000 homes

0.6 

Decent homes standard and repairs 

Proportion of homes that do not meet the decent homes standard

2.1% 

Proportion of emergency responsive repairs completed within our target timescale

94.3% 

Proportion of non-emergency responsive repairs completed within our target timescale

92% 

Complaints 

Number of stage one complaints received per 1000 homes

7.9

Number of stage two complaints received per 1000 homes

1.5 

Proportion of stage one complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales

100% 

Proportion of stage two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales

100% 

We'd like to offer a personal thanks to the 576 tenants who took part in the perception surveys (undertaken by TLF Research), your openness and honesty is really appreciated and allows us to take meaningful action on those areas that you've told us are important to you.

We've now submitted these results to the Regulator of Social Housing as required, and expect the national results to be published sometime in the Autumn.

We'll share our results, and any other information with tenants in the winter edition of Hometalk, on our website, or upon request, and keep you updated on our continued work to improve our services.