Local affordable homes

Dear ,

Welcome to your August update, featuring lots of feedback! Read about the responses we've had to our regular customer satisfaction surveys and find out about the upcoming 'customer conversation', as well as other opportunities to be heard.

Tenant Satisfaction Measures (TSMs)

The Tenant Satisfaction Measures (TSMs) were introduced in 2023 by the Regulator of Social Housing. They are a way to assess how we are performing, and the regulator will publish results for all housing associations in the autumn.

The TSMs are a set of 22 measures that tell us and customers how well we’re doing as well as identify areas for improvement. All social housing landlords must carry out surveys with their customers using a set of 12 specific questions, as well as publish 10 other measures that focus on other operational areas. A company called Acuity carry out our telephone surveys every quarter.

We now have our first full year of TSM results, which you can review on the new Tenant Satisfaction Measures page of our website.

To give some context to what these results show, in a recent comparison exercise alongside 221 other landlords, Selwood Housing’s survey results were in the top 25%, which we were delighted to see.

While we are determined to continue to provide good quality homes and services to our customers, we are conscious there are also areas we can improve, and we will work hard to do so.

Many thanks to the customers who have taken part in these surveys. If you get a call in the future from Acuity, please take the time to give your feedback - it really does matter to us.

Find out more about TSMs

Customer conversation

Every three years we send out a 'customer conversation' survey asking about your perceptions of Selwood Housing and your priorities for us.

This is a chance for every single customer to have their say and influence how we deliver services.

Look out for the email link (or a postal copy) in early October. Twenty lucky respondents will also win prizes of £50 or £100 shopping vouchers.

Recent scam

Unfortunately, a customer was recently the victim of a telephone scammer claiming to be from Selwood Housing.

We may sometimes ask customers to make a rent payment over the phone, but if you have any suspicions about a call from Selwood Housing, please hang up and call us directly on 01225 715715 to check if it was genuine.

We will never send a text message asking you to make a payment, so please do not click any links - simply delete the message.

Action Fraud has information about different kinds of scams and steps you can take to protect yourself.

Whistleblowing

Whistleblowing is when someone reports serious concerns about something that one of our staff, contractors or board members has done or failed to do.

Examples of a whistleblowing concern might be:

a failure to meet our legal duties as a landlord
a member of our staff engaging in criminal activity
a member of our staff allowing children or vulnerable adults to be put at risk of harm

Whistleblowing is different to making a complaint. A complaint is where you have concerns about a service you have received that is not up to standard, or where we have failed to provide a service. For example, an operative arriving late for an appointment or a staff member who is rude or unprofessional. You can find details of how to report a complaint on our website.

If you would like to report a serious concern in line with our whistleblowing policy, please click on the button below.

Whistleblowing information sheet

Are you 50+ in Wiltshire?

Voice It, Hear It, is a new project that is engaging with people living and working in Wiltshire to co-design health and social care services.

Right now they are gathering information about the potential accommodation needs of older residents, to help shape Wiltshire Council's 2024-2029 Accommodation Strategy.

If you are over 50 and live in Wiltshire, please take a few minutes to complete the survey below.

Is it important to you to maintain independence at home? If staying at home is impractical, how can local services can be improved to feel like home?

Find out more about Voice It Hear It here.

Complete the survey

Tenancy fraud focus group

There are still a few places left for our next focus group!

Reports about the misuse of our properties help us to ensure that they are used for their intended purpose and for those people who most need them.

Along with reviewing our policy and procedures, we will be looking at the impact this has on housing associations and the challenges we face; including rent arrears, not being able to address anti-social behaviour and arranging required repairs.

Wednesday 4 September 2024
10am – 12pm
Selwood Housing Office

Bryer Ash Business Park, Trowbridge, BA14 8RT

Please get in touch below.