Making sure we’re meeting your expectations

Part of our role in amplifying the tenant voice comes in the form of scrutiny projects. These projects are large-scale investigations, where a panel of Involved Tenants and Shared Owners investigate an area of the business we believe could use some improvement, then share a list of findings and recommendations with our Executive Committee.

What we’ve been up to…

Over the last few months, we’ve been investigating our Shared Ownership offer and how our service might differ from the expectation of our Shared Owners. This is building on the feedback and improvements already made with the help and support of the Shared Ownership Focus Group.

The panel has interviewed our Head of Homeownership, Joel, and reviewed audit data, communication packs and sign-up information. They’ve also looked at our satisfaction measures for low-cost homeowners and investigated the leading causes of dissatisfaction are for our Shared Owners, and where there might be a disconnect between our offering and what residents want to see from us.

Most importantly, we’ve reviewed the results of the Shared Ownership satisfaction survey, which was completed over the summer, and ran a follow-up focus group for Shared Owners to share their experiences.

As we ended quarter two, results from our Tenant Satisfaction Measures (TSMs), which provide valuable insights and highlight our continuous improvement, noted Overall Satisfaction to be 63% (53.5% overall satisfaction reported in 24/25). This shows our commitment to listening to and learning from your feedback.

What's next?

A report is currently in draft to be reviewed by our Executive Committee in December, where they’ll review the recommendations made by our tenant panel.

While we can’t share the content of the report until it’s been reviewed, we can say what’ll come next. The Tenant Engagement and Scrutiny team will collaborate with the Homeownership team to implement the Homeownership Engagement Strategy, which has been written to further address your satisfaction. They’ll also develop an action plan to make sure we continue putting your feedback into action.

If you’d like to chat to someone about any part of home ownership, please email homeownership@midlandheart.org.uk or call our Hub team on 0345 60 20 540.