Listening to how satisfied you are

We talk to tenants every month to measure their satisfaction with our services and their homes. We do this in two main ways:

  • We speak to tenants who have recently received a service from us to understand how it can be improved
  • We also speak to tenants regardless of how recently they have required our services, to understand their perception of us and our services, in line with the regulator's new Tenant Satisfaction Measures

We also monitor key deliverables such as building safety checks, how quickly we answer your calls, and the number of repairs we've completed on time.

Here you can find out more about how our key performance, what people who recently used a service think and how our tenants feel regardless of how recent their last interaction with us was every quarter. The results below are from January - March 2024.

We'll update this information every three months so you can see how we're performing throughout the year.

How we collect this information

Our recent service performance

Every month, we ring hundreds of our tenants who have recently used one of our services, be that repairs, complaints, or support with ASB, to understand how satisfied they are with the service they have used and how we may be able to make it better in the future.

Tenant Satisfaction Measures

Over the last three months an independent research company, IFF Research, have spoken to 671 of our tenants on the phone to understand how they feel about our services. 

Alongside IFF Research, we have worked hard to make sure that those spoken to are truly representative of all of our tenants. That means we ensure we speak to more people who rent our general needs properties as they make up the vast majority of our homes. We also make sure to speak to tenants of all ages and ethnicities, again ensuring feedback captured is representative of our tenant base.

 

Our recent service performance

77 %

overall satisfaction of tenants who have recently used one of our services

Our repairs service

80 %

of tenants were satisfied with their recent repair

27000

repairs completed since April 2023

300 +

new bathrooms, kitchens, roofs and windows fitted

Speaking with us when you need to

We know it's really important for you to be able to get in touch with us when you need to.

31000

calls answered since April

97 %

of calls answered first time

50

seconds was the average wait time for a call to be answered

Keeping your homes safe

Your safety is our number one priority and we want all our tenants to feel safe and happy in their homes

100 %

compliance with building safety

100 %

of homes fitted with smoke and carbon monoxide detectors

Tenant Satisfaction Measures from our social housing residents

Overall satisfaction

Taking everything into account, how satisfied or dissatisfied are you with the service provided by Midland Heart?

77 %

Very/fairly satisfied

Repairs satisfaction

80 %

How satisfied or dissatisfied are you with the overall repairs service from Midland Heart over the last 12 months? (% very/fairly satisfied)

76 %

How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it? (% very/fairly satisfied)

78 %

How satisfied or dissatisfied are you that Midland Heart provides a home that is well maintained? (% very/fairly satisfied)

Safety

Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that Midland Heart provides a home that is safe?

82 %

Very/fairly satisfied

Communicating with your landlord

68 %

How satisfied or dissatisfied are you that Midland Heart listens to your views and acts upon them? (% very/fairly satisfied

76 %

How satisfied or dissatisfied are you that Midland Heart keeps you informed about things that matter to you? (% very/fairly satisfied)

84 %

To what extent do you agree or disagree with the following "Midland Heart treats me fairly and with respect"? (% strongly agree/agree)

Putting things right when they've gone wrong

32 %

How satisfied or dissatisfied are you with Midland Heart's approach to complaints handling? (% very/fairly satisfied)

99 .9%

Complaints responded to within complaint handling timescales (Stage 1)

25 .0%

Complaints per 1,000 properties - relative to size of Midland Heart % (Stage 1)

98 .2%

Complaints responded to within complaint handling timescales (Stage 2)

7 .0%

Complaints per 1,000 properties - relative to the size of Midland Heart % (Stage 2)

Our work in your neighbourhood

73 %

How satisfied or dissatisfied are you that Midland Heart keeps your communal areas clean and well maintained? (% very/fairly satisfied)

71 %

How satisfied or dissatisfied are you that Midland Heart makes a positive contribution to your neighbourhood? (% very/fairly satisfied)

70 %

How satisfied or dissatisfied are you with Midland Heart's approach to handling anti-social behaviour? (% very/fairly satisfied)

33 .0%

Anti-social behaviour cases relative to the size of Midland Heart (%)

Building safety

100 .0%

Gas safety checks

100 .0%

Fire safety checks

100 .0%

Asbestos safety checks

100 .0%

Water safety checks

100 .0%

Lift safety checks

Homes that do not meet the Decent Homes standard

0 .3%

To see the satisfaction measures from our homeowners, please click here.