- Housing Service Standards
Housing Service Standards
Housing Service Standards
We are committed to providing an excellent service to our residents. We have developed a set core set of Service Standards that directly link to the Tenant Satisfaction Measures (TSMs) introduced by the Regulator of Social Housing. Progress on each Standard will be regularly reported to the Tenant Panel and updated on our website.
They cover the six themes of the TSMs:
- Overall Satisfaction
- Keeping Properties in Good Repair
- Maintaining Building Safety
- Respectful and Helpful Engagement
- Responsible Neighbourhood Management
- Effective Handling of Complaints and Enquiries
1. Overall Satisfaction
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Service standard |
Performance indicator |
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We aim to provide a good overall service to all residents |
Percentage of tenants who are fairly satisfied or very satisfied when asked the following: “When taking everything into account, how satisfied or dissatisfied are you with the service provided by Broxtowe Borough Council?” |
2. Keeping Properties in Good Repair
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Service standard |
Performance indicator |
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We will ensure our properties meet Decent Homes compliance standards |
Percentage of homes that do not meet the Decent Homes Standard |
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We will provide a quality repairs service, keeping to appointment times and striving to complete repairs on the first visit |
Percentage of tenants who have received a repair in the last 12 months who are satisfied with the overall repairs service |
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Percentage of tenants who have received a repair in the last 12 months who are satisfied with the time taken to complete their most recent repair |
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Percentage of repairs completed within target timescales |
3. Maintaining Building Safety
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Service standard |
Performance indicator |
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We will ensure our properties meet the required safety standards |
Percentage of homes that have had all the necessary gas safety checks |
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Percentage of homes that have had all the necessary fire risk assessments |
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Percentage of homes that have had all the necessary asbestos management surveys or re-inspections |
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Percentage of homes that have had all the necessary legionella risk assessments |
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Percentage of homes that have had all the necessary electrical safety inspections |
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Percentage of tenants who are fairly satisfied or very satisfied that their home that is well maintained |
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Percentage of tenants who are fairly satisfied or very satisfied that their home that is safe |
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Percentage of homes in buildings where the communal passenger lifts have had all the necessary safety checks |
4. Respectful and Helpful Engagement
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Service standard |
Performance indicator |
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Our staff will be helpful, inclusive, and treat all residents respectfully and with empathy |
Percentage of tenants who report that they are satisfied that Broxtowe Borough Council listens to their views and acts upon them |
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Percentage of tenants who report that they are satisfied that Broxtowe Borough Council keeps them informed about things that matter to them |
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Percentage of tenants who agree or strongly agree Broxtowe Borough Council treats tenants fairly and with respect |
5. Responsible Neighbourhood Management
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Service standard |
Performance indicator |
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We will keep our communal areas clean, safe and well-maintained |
Percentage of tenants who say they are fairly satisfied or very satisfied that Broxtowe Borough Council keeps communal areas clean and well-maintained |
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We will provide a responsive and effective ASB service to residents |
Number of anti-social behaviour cases opened for each 1,000 homes Number of anti-social behaviour cases that involve hate incidents opened for each 1,000 homes |
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Percentage of tenants who say they are fairly satisfied or very satisfied with Broxtowe Borough Council approach to handling anti-social behaviour |
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We will strive to make a positive contribution to the neighbourhoods we manage |
Percentage of tenants who are fairly satisfied or very satisfied that Broxtowe Borough Council makes a positive contribution to their neighbourhood |
6. Effective Handling of Complaints and Enquiries
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Service standard |
Performance indicator |
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We will provide a simple and accessible complaints service that ensures complaints are resolved at the first point of contact, politely and fairly. |
Percentage of Stage 1 complaints responded to within timescale |
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Percentage of Stage 2 complaints responded to within timescale |
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Number of Stage 1 complaints received per 1,000 homes |
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Number of Stage 2 complaints received per 1,000 homes |
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Percentage of tenants who report making a complaint in the last 12 months who are fairly satisfied or very satisfied with Broxtowe Borough Council’s approach to complaint handling |
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We will provide a range of options to access services and ensure we respond to your enquiries promptly and where applicable provide clear timescales for when you can expect a response. |
Number of services that utilise online forms |
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Number of online forms received |
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Number of Housing surgeries |
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Number of neighbourhood walkabouts |
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Number of closed Facebook group members |
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Number of engagement activities (e.g. pop up events, TP and TIN meetings etc.) |
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Number of people engaging with us at events |