Tenant Satisfaction Measures

• 62.6% satisfied with our overall repairs service over the last 12 months.

• 60.5% satisfied with the time taken to complete your most recent repair. 

• 60.9% satisfied that we provide a home that is well maintained.

Repairs performance:

• 67.3% satisfied that their home is safe.

• 98.3% gas safety checks completed.

• 99% fire safety checks completed.

• 93.8% asbestos safety checks completed.

• 96.3% water safety checks completed.

• 95.2% lift safety checks completed.

You said:

• I live in a high-rise block of flats. What are you doing to keep my building safe?

We did:

• Updated safety policies for high-rise buildings to get ready for the new Building Safety Act in April 2024.

• We completed 3,514 fire risk assessments and checked communal doors in over 1,100 blocks.

• Improved systems to manage safety better and brought all our maintenance contractors onto one system for better and faster service.

• Listened to 500 residents in 11 high-rise blocks, before developing building safety engagement strategies for 256 other high-rise buildings.

We're doing:

• Investing in your homes and buildings to keep you safe.

• We’ve almost completed assessments on all medium and high-rise buildings (11 meters/five storeys or higher).

• 60.7% satisfied with us keeping communal areas clean and well maintained. 

• 25.3 antisocial behaviour cases per 1,000 homes. 

• 53.8% satisfied that we make a positive contribution to your neighbourhood.

• 50.4% residents satisfied with our approach to handling antisocial behaviour.

• 2,362 reports of antisocial behaviour received this year 
  0.4 antisocial behaviour cases that involve hate incidents per 1,000 homes.

You said:

• I'm experiencing issues with a neighbour, can you help me?

We did:

• Worked closely with neighbourhood managers to handle antisocial behaviour and nuisance issues.

• Ran a series of after-dark walkabouts in local neighbourhoods in partnership with the police to better understand some of the problems.

• We provided new technology for our teams to report and track issues while out and about.

• We made it easier to know your local contacts, and set up local surgeries where you can speak with your Neighbourhood Manager.

• Our Estate teams are joining Neighbourhood Managers on walkabouts to discuss our services.

We're doing:

• For serious or ongoing problems, our community safety specialists will work with you to create an action plan.

• If necessary, we’ll refer you to the police or one of our specialist partners for further support.

• 45% satisfied that we listen to your views and act on them.

• 61.8% satisfied that we keep you informed about things that matter to you.

• 61.5% feel that we treat you fairly and with respect.

You said:

• “It’s very difficult to get through on the phone. I have to go through lots of different options and often end up at the wrong one, having to start again. This process could be made easier.”

We did:

• Made changes to our contact centre based on feedback from focus groups with 30 residents, including adjusted hours and phone system updates.

• Engaged with 5,000+ residents on key issues.

• Residents helped select new repairs contractors.

• Held 53 resident meetings, 59 focus groups, four listening events, 18 projects on our online platform The Garden, and 22 meetings with resident action groups.

• Set up a new resident-led panel to shape our approach.

We're doing:

• Making it easier for residents to contact us and reducing the time it takes to get through to our Contact Centre.

• Promoting My Peabody, which allows you to book and track repairs, view statements, make payments, and more at a time that’s convenient for you. Over 33,280 people (30% of all households) are now registered. We’ve had great feedback and are looking to help more residents register and use the service.