|
Hillingdon receives positive grading from social housing regulator
As the largest landlord in the borough, we are committed to delivering a quality housing service which adapts to residents' changing needs.
I’m pleased to share that the council has been awarded the second highest grading of C2, by the Regulator of Social Housing (RSH), following an inspection earlier this year which measured us on four consumer standards.
The regulator highlighted a number of strengths in our service including:
-
treating tenants fairly, with respect and tailoring services to their needs
-
ensuring tenants are safe in their homes and communal areas
-
having an accurate and detailed understanding of the condition of homes and providing an effective and efficient repairs service.
-
development of a consistent approach to deterring and tackling anti-social behaviour.
|
While the C2 judgement indicates the council is delivering the majority of the regulatory requirements, it also identified some areas for improvement, including how the council communicates with tenants and reports its performance, the continuation of surveys and upgrades to all homes, and gathering more information about tenants and their circumstances to further enhance service delivery.
We have a robust plan in place to make ongoing improvements, which was praised by the regulator.
Finally, I’m grateful to the tenants and leaseholders who have been helping to shape our services. I strongly encourage everyone to get involved in one of our future sessions and continue to share your views.
Cllr Steve Tuckwell
Cabinet Member for Planning, Housing and Growth
|
|
What are the consumer standards
The RSH consumer standards, introduced in April 2024, are designed to protect tenants and improve the quality of social housing services.
-
Safety and quality - how a landlord is ensuring the safety and quality of tenants’ homes.
-
Transparency, influence and accountability - requires social housing landlords to collect and report annually on their performance using a core set of defined measures, known as Tenant Satisfaction Measures.
-
Neighbourhood and community - how a landlord is engaging with other relevant parties so that tenants can live in safe and well-maintained neighbourhoods and feel secure in their homes.
-
Tenancy - how a landlord ensures the fair allocation and letting of homes and how tenancies are managed and ended.
|
|
|
Getting to know our tenants better
To help us provide you with the best possible support, we need to understand your current circumstances and how you access our services.
From the end of this month, we will ask you to share any relevant household information, such as disabilities, vulnerabilities, and support needs. This will help us tailor our services to meet your needs.
We will be working with Service Insights Ltd, who will send you a link to a survey via email or SMS text message. You can complete the survey online via a smartphone, computer or tablet.
Please be assured that any information you give us will be managed professionally and in a secure manner. Details of how we collect, hold, and use any personal data you give us can be found in our Tenancy Services Privacy Notice at www.hillingdon.gov.uk/privacy.
|
|
|
Tenant satisfaction measures 2024-25 survey results
There are 12 perception measures, which show tenant satisfaction with services provided, such as repairs, caretaking, anti-social behaviour and complaints.
And 10 management information measures based on our performance data, such as time taken to complete repairs, maintaining safety checks and the number of complaints received based on the number of properties the council manages.
We asked tenants to share their views on the services we provide by carrying out a TSM survey in February
The key findings show that 74 per cent of residents are satisfied with the safety of their home, and 73 per cent of tenants feel they are treated fairly and with respect. Satisfaction with repairs stands at 67 per cent, while overall satisfaction with our services is 59 per cent.
These results give us valuable insight into what we’re doing well and where we need to improve, and we remain committed to delivering better services for all our residents.
|
|
|
Get involved
Residents' views and local knowledge are vital in helping us to make improvements to our services.
We're looking for more tenants to join our five Special Interest Groups, which cover issues such as policies and procedures, caretaking and grounds maintenance, repairs and planned works, managing anti-social behaviour, and tenant welfare.
The groups meet quarterly and provide the opportunity to monitor the council’s performance, address specific area-based issues, review boroughwide policies and allow the council to present new ideas or proposed ways of working.
As part of our commitment to being open, accessible and accountable, the Tenant and Leaseholder Conference is returning on Friday 26 September, 11am to 3.30pm, in-person at the Civic Centre, Uxbridge or online. Book your place.
|
|
|
Unhappy with our service?
We realise that sometimes things can go wrong. If they do, we want to hear from you so that we can put them right and learn from what has happened. You will not be treated less favourably if you decide to complain, and your complaint will be dealt with in confidence.
|
|
|
|
|
|
