Focus group update (April 2025)

Our Shared Ownership focus group is a great opportunity for us to hear from you and understand what changes you would like us to make.

Here’s an update from our latest focus group.

Tenant satisfaction measures

We updated on our latest Tenant Satisfaction Measures (TSMs), where we’re pleased to see an increase in most measures compared to 2023/24.

Some of our key results are:

• Overall service = 54.5%
• How safe do you feel in your home – 77.1%
• Are your views listening to and acted upon – 44.7%
• You’re kept informed about the things that matter – 54.2%
• You’re treated with fairness and respect – 63.1%

Our full TSM report for 2024/25 will be available on our website soon.

To further improve our TSMs scores and our service for our shared owners, we’re currently running an improvement plan to concentrate on some key areas:

• Contact with our Hub
• Our Defects process
• Your journey with us and how we communicate with you
• Proactive engagement with you

We’ll be taking your views on board for these improvements and will be running extra surveys to understand your expectations and experiences.

Responding to antisocial behaviour

We spoke through our approach to antisocial behaviour (ASB), what it is and how we’ll respond to any reports of ASB.

We talked through a lot of misconceptions around ASB and what other support is available, such as police or support groups. We asked for your input on how we can better explain our approach to ASB, how we can support you when something isn’t classed as ASB and what would give you greater confidence in our ability to manage ASB cases.

If you would like to find out more about our approach to antisocial behaviour, you can visit: www.midlandheart.org.uk/asb

Our engagement strategy

In response to our TSM results, we’re pulling together a new Shared Owner engagement strategy to take us from 2025-2028. This strategy will be shared with our residents, colleagues, focus groups and our Board for sign off.

It will set out the areas we want to focus on to improve engagements with our residents in shared ownership homes.

We’re going to focus on 3 key areas:

• Individual engagement - We want every owner to feel seen, known, and supported by someone who understands their journey. This is about proactive, tailored contact — and making sure that we deliver a consistently high-quality service.
•  Local Engagement - People care about their street, their scheme, their neighbours. This strand focuses on making Midland Heart more visible and active in neighbourhoods — showing that we understand local issues and are working to improve them.
• Collective engagement - This is about how we engage with owners as a group — not just individually. It focuses on recognition, shared identity, clear communication and accessible support.

Other areas for feedback

• Rent and service charges – we  want to expand the information we have on our website around rent and service charges and we asked for your feedback on what you would like us to include in that information, and any other ways we can improve the information we share on this topic.
• Welcome pack – Back in January, you told us you’d like us to provide a welcome pack alongside our Leaseholder Handbook. We prepared a draft and asked you for any feedback you’d like to give us.

If you’d like to get involved in our Shared Owner Focus Group and share with us your feedback and your experience, you can reach out to our Tenant Scrutiny team via customerscrutiny@midlandheart.org.uk or call our Hub on 0345 60 20 540.