Home maintenance

Keeping your home in good repair

Tenant satisfaction measures – what are they?

All social housing providers are regulated by the Regulator for Social Housing. They have set 22 measures that all providers must measure and publish annually. These are called Tenant Satisfaction Measures (TSMs).

Some of these measures are data that we provide (10 landlord management information measures), and others are captured by surveying residents (12 tenant perception measures).

These measures are used by the regulator to track our performance and are for you to see how we are doing in all the areas that are important to you.

We attempt to survey you once a year, by calling you to ask a set of questions defined by the regulator. If we call you, please do take a few moments to answer as it helps us to track your satisfaction with us and your home, and it gives you an opportunity to flag anything you want us to follow up. In this issue we’re looking at repairs.

How satisfied or dissatisfied are you with the overall repairs service from Wandle over the last 12 months?

This question is only asked to residents who say that they have had a repair in the last twelve months.

2023/24

0%

2024/25

0%

Things we’re improving, and how we’re learning from complaints

We understand that our service has not been as good as it should be, and how frustrating this can be.

Towards the end of last year, the Executive Team decided to recruit repair specialists to solve the root cause of the issues and to improve the service. This team is in-place and already making changes to the way we deliver repairs, and we’re looking forward to making even more progress this year and next.

We know that getting repairs right is important and that if you need to make a complaint, you need a quality response and things put right. All repairs complaints are now investigated by a member of the Repairs Management Team.

Targets

2025/26

0%

2026/27

0%

2027/28

0%

Repairs panel and transformation project

We know that our current repairs service isn’t meeting the standards you deserve, and we’re committed to making real improvements. To do this, we need your voice at the centre of this change. We are constantly looking for feedback and would love to hear your ideas. We’re setting up a Repairs Improvement Panel and would like to invite you to take part.

Why are we doing this?

We’ve heard some of the issues already – missed appointments, unclear priorities, and inconsistent service.

We want to go further by working together to design a service that works for you. Your insights and experiences will help shape the changes we make, ensuring they reflect what matters most to you and your neighbours.

What’s involved?

  • Quarterly meetings, with occasional smaller group sessions to look at specific issues
  • Initial meeting in person, then hybrid meetings (online or in-office – your choice)
  • £20 voucher per meeting to thank you for your time and contribution.

What’s in it for you?

You’ll have the opportunity to influence how our repairs service works in the future. Together, we’ll explore improvements such as:

  • More flexible appointment times that take into consideration your working hours or the school run
  • Clearer repair priorities for residents with caring responsibilities
  • Better standards for operatives in your home – like wearing shoe covers or signposting support services.

If you’re passionate about improving services in your community and want to be part of making things better, please email us at customerempowerment@wandle.com

Resident complaint report

We recently published our annual complaints report which reviews our performance and learning in 2024/25.

You can read it here.