TSM– Improvement Plan

SHOUT TMO Tenant Satisfaction Improvement Strategy (2025)

1. Objective & Rationale

To strengthen the quality and transparency of our housing services by addressing tenant priorities—especially in repairs, communication, fairness, complaint resolution, and neighbourhood upkeep. We aim to build on recent positive momentum and be transparent about both progress and continuing areas for development.

2. Understanding Our Performance (TSM Snapshot)

We measure tenant satisfaction in line with regulatory requirements:

  • Mixed-method survey conducted among all tenant households (Nov 2024–Jan 2025) using face-to-face, postal, SMS, and online submissions, achieving a 22% response rate. shouttmo.co.uk

  • Performance highlights:

    • Overall satisfaction: 81.8%

    • Repairs (overall and timeliness): 92.9%

    • Maintenance: 81.8%

    • Home safety: 77.3%

    • Listening to views: 81.8%

    • Communication (keeping informed): 72.7%

    • Fair treatment: 100% shouttmo.co.uk+1

  • Areas for improvement:

    • Complaint handling: 50%

    • Communal area upkeep: 60%

    • Neighbourhood contribution: 77.3%

    • Anti-social behaviour management: 50% shouttmo.co.uk+1

3. Recent Accomplishments

SHOUT TMO has achieved meaningful gains since last year:

  • Excellent progress in repairs, with satisfaction climbing from the mid-50s to nearly 93%.

  • Perfect ratings in fair treatment, underscoring the strength of our tenant-centred ethos.

  • Marked improvements in overall satisfaction, maintenance, safety, and communication. shouttmo.co.uk

4. Focused Improvements Ahead

Based on what matters most to residents, we will concentrate efforts in the following areas:

Focus Area Planned Actions
Complaint Resolution Review current complaints pathways, establish clear ownership and response timelines, and align with best-practice complaint standards.
Communal Spaces Conduct regular inspections, set cleaning/maintenance schedules, and solicit tenant feedback to co-design improvements.
ASB Handling Strengthen reporting routes, improve response protocols, and partner with relevant agencies for timely interventions.
Communication Enhance multi-channel updates—via SMS, newsletters, and online—and ensure residents are proactively kept informed about service developments.
Neighbourhood Enhancement Engage residents in community-aligned activities and planning, empowering local involvement and sense of collective pride.

5. Tenant Engagement & Oversight

We will reinforce involvement and accountability via:

  • Open forums and feedback sessions, where residents share views and help shape improvement projects.

  • Performance tracking, with progress updates published quarterly (online and on noticeboards).

  • Celebration of successes, showcasing stories of change, progress, and engagement to boost visibility and trust.

6. Future Planning & Evaluation

  • A mid-year check-in, reassessing progress against this strategy in spring 2026.

  • A repeat of the TSM survey in late 2025/early 2026, to calibrate successes and priorities.

  • Ongoing reflection and adaptation, ensuring that initiatives evolve based on real-time insights and tenant experience.

© 2025 SHOUT TMO