Over the past 12 months we've surveyed residents and shared owners about their experiences of West Kent as a landlord.
The survey questions aim to gather feedback on a number of areas including community and neighbourhood, communication and engagement as well as repairs and maintenance.
A company called Acuity have been conducting our surveys and have benchmarked us against their other clients. Generally we're performing well, mostly in the median and upper quartiles but there are still areas for improvement and further scrutiny which we're looking into and monitoring.
The TSMs are a regulatory requirement which means we have to submit our results to the Social Housing Regulator. Once all housing providers have submitted their scores we’ll have a better idea of how well we’re performing
In the first year, we surveyed 1,005 tenants and 267 shared owners. This is about 16% of homes.
Find out what we're doing with your feedback
Here's a breakdown of the questions, our satisfaction percentage and how we're doing compared to other housing providers:
Rental Tenants
|
TSM question |
West Kent's satisfaction score |
UK's average satisfaction score |
|
TP01. Taking everything into account, how satisfied or dissatisfied are you with the service provided by West Kent? |
77% |
73% |
|
TP02. If you've had a repair in the last 12 months, how satisfied or dissatisfied are you with the overall repairs service from your landlord? |
76% |
73% |
|
TP03. How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it? |
75% |
69% |
|
TP04. How satisfied or dissatisfied are you that West Kent provides a home that is well maintained? |
76% |
73% |
|
TP05. Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that West Kent provides a home that is safe? |
85% |
79% |
|
TP06. How satisfied or dissatisfied are you that West Kent listens to your views and acts upon them? |
66% |
63% |
|
TP07. How satisfied or dissatisfied are you that West Kent keeps you informed about things that matter to you? |
79% |
73% |
|
TP08. To what extent do you agree or disagree with the following 'West Kent treats me fairly and with respect'? |
81% |
79% |
|
TP09. If you have made a complaint to West Kent in the past 12 months, how satisfied or dissatisfied are you with their approach to complaints handling? |
44% |
37% |
|
TP10. If you live in a building with communal areas, either inside or outside, that West Kent is responsible for maintaining, how satisfied or dissatisfied are you that West Kent keeps these communal areas clean and well maintained? |
64% |
67% |
|
TP11. How satisfied or dissatisfied are you that West Kent makes a positive contribution to your neighbourhood? |
68% |
65% |
|
TP12. How satisfied or dissatisfied are you with West Kent's approach to handling anti-social behaviour? |
63% |
61% |
Management Calculated Information
|
TSM
|
West Kent's score |
UK's average score |
|
BS01. Proportion of homes for which all required gas safety checks have been carried out.
|
99.9% |
100% |
|
BS02. Proportion of homes for which all required fire risk assessments have been carried out |
100% |
100% |
|
BS03. Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out |
99.9% |
100% |
|
BS04. Proportion of homes for which all required legionella risk assessments have been carried out. |
100% |
100% |
|
BS05. Proportion of homes for which all required communal passenger lift safety checks have been carried out. |
100% |
100% |
|
NM01 (1). Number of anti-social behaviour cases, opened per 1,000 homes |
111.3 |
36.3 |
|
NM01 (2). Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes |
1.5 |
0.6 |
|
RP01. Proportion of homes that do not meet the Decent Homes Standard. |
0% |
0.07% |
|
RP02 (1). Proportion of non-emergency responsive repairs completed within the landlord’s target timescale |
93.6% |
80.2% |
|
RP02 (2). Proportion of emergency responsive repairs completed within the landlord’s target timescale |
97.5% |
95.3% |
|
CH01 (1). Number of stage one complaints received per 1,000 homes |
48.1 |
48.2 |
|
CH01 (2). Number of stage two complaints received per 1,000 homes |
10.4 |
6 |
|
CH02 (1). Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales |
91.8 |
86.9 |
|
CH02 (2). Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales |
90.8 |
87.5 |