Tenant Satisfaction Measures

Keeping you safe is our highest priority and our latest survey told us that:

83.8% of you are satisfied that we provide a home that is safe

We want to be as transparent as possible with you, and make sure you're well-informed and receive timely communication about the things that matter to you.

This is what our survey told us:

• 54.2% of you are satisfied that we listen to your views and act upon them
• 60.6% are satisfied that we keep you informed about things that matter to you
• 76.8% agree with the following "Midland Heart treats me fairly and with respect"

Sometimes things go wrong and it's important that we're told about this, so we can put things right.

This is what we learnt:

• 12.5% of you are satisfied with our complaints handling
• 66.7% of complaints were responded to within our complaint handling timescales in Stage 1
• 14 complaints per 1,000 properties - relative to the size of Midland Heart in Stage 1
• 66.7% of complaints were responded to within our complaint handling timescales in Stage 2
• 9 complaints per 1,000 properties - relative to the size of Midland Heart in Stage 2

Your neighbourhood can be just as important as your home when it comes to making you happy and providing a safe and positive environment to live in.

Our latest survey showed us this:

• 50% of you are satisfied that we keep your communal areas clean and well maintained
• 34.1% are satisfied that we make a positive contribution to your neighbourhood
• 41.9% are satisfied with our approach to handling anti-social behaviour