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going further...
people
People are at the heart of everything we do, whether it is our tenants or staff. We are committed to looking at new and innovative ways to deliver services that reflect the needs of our tenants and customers.
​
2019
/20
2018
/19
SHN
average
Tenants satisfied with overall service
91%
91%
89%
Tenants who feel we are good
at keeping them informed about
services and outcomes
99%
97%
91%
Tenants satisfied with the
opportunities given to them to participate in our decision making
100%
93%
87%
New tenants sustaining tenancy for more than 12 months
92%
93%
89%
No. of complaints received
​
139
-
Stage 1 –
174
Stage 2-
52
Complaints responded to
within timescale
​
120
97%
Stage 1 –
98%
Stage 2-
96%
Average Time
to respond to complaints
​
3.44
Stage 2-
Stage 1 –
-14.6
days
days
-
5.41
Stage 2-
Stage 1 –
days
18.83
days
Going
Digital
going forward ...
Tenant Views
at Heart of Service Delivery
We will continue to engage with our tenant representatives to ensure we take full account of their views. We recognise that not all customers want to, or are able to, come to regular meetings and be part of groups therefore we will further develop our Reader’s Panel and look to introduce focus groups in different localities in relation to consultation topics. In the coming year we will also establish a youth committee to ensure we get the views of our younger tenants and we will also explore ways that we can use digital technology to increase 2-way communication and consultation with tenants.
During 2020/21 we will deliver our first Digital Strategy which sets out how we will invest in Digital & IT infrastructure to help drive unnecessary costs from our business and use digital services and processes to increase efficiency, while at the same time maximising our residents’ access to the internet through supporting and encouraging them to go online. This will include the launch of a Tenant Portal which tenants will be able to access to pay rent, report a repair and view rent statements.
We intend to further develop the support options provided to our older tenants, with our Community & Support Services Team playing a key role in developing these services. Our older tenants will be at the heart of designing these new services through their participation in the development of our older people’s strategy. The additional support we provide will make a meaningful difference to our tenants and their families. This will increase resilience, support social connectedness and reduce isolation.
Supporting older tenants
Going Digital
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