An update on our service performance
At English Rural, we're committed to delivering high-quality services that meet your needs and expectations.
This year, we've made significant strides in understanding and responding to your feedback, using it to drive improvements across our organisation.
KEY HIGHLIGHTS
Tenant Satisfaction Measures (TSMs): We introduced TSMs for the first time in 2023, conducted by an independent third party. Our overall satisfaction rate of 77% compares favourably to other housing providers. However, we've identified key areas for improvement:
Listening to and acting on resident views
Value for money relating to service charge costs, particularly ground maintenance
Overall quality of day-to-day repairs services
In response, we have:
Changed the way we engage with residents, introducing focus groups that address the issues that matter most to you
Improved communications, tailoring our methods to your preferences and providing regular email updates (with 82% of residents now registered)
Conducted a full review of grounds maintenance services, awarding new contracts in the worst-performing areas
Reviewed contractor arrangements, bringing on board new approved contractors where services fell short of expectations
Increased staff visibility on-site with more regular notified scheme visits and increased property inspections
Comprehensive Stock Condition Survey: Our survey confirmed that 75% of residents are satisfied that we provide a well-maintained home, and 84% feel their home is safe. This data is now informing our 30-year financial business plan, ensuring we continue to meet your needs.
Enhanced Customer Service: We've intensified efforts to build upon our customer-oriented approach, with a particular emphasis on increasing visibility and accessibility. This is reflected in 82% of residents feeling satisfied that English Rural is easy to deal with.
Innovative Engagement Approaches: Recognising the challenges of engaging with residents in dispersed rural areas, we've worked with you to develop innovative solutions. These new approaches (such as using Microsoft Teams) accommodate your time constraints and focus on priorities you've identified. We've also appointed a Board Member Responsible for Complaints to ensure oversight at the highest level.
Environmental Upgrades: We've paused our environmental upgrade programme to evaluate the success of previous initiatives and explore the most impactful approaches for the future. We've listened to your feedback and financial provision has been made for environmental improvements - a central feature of our emerging Sustainability Strategy.
Preliminary results from our latest satisfaction survey conducted in summer 2024 shows improvements across the board:
79% of residents are satisfied with the overall repairs service over the last 12 months
73% are generally satisfied with how we deal with repairs and maintenance
73% are satisfied with the contractors that cover their area
76% agree that English Rural treats them fairly and with respect
Additionally, 84% of residents feel there is a good sense of community in their local neighbourhood, which speaks to the success of our broader community-building efforts.
"We're committed to transparency and will continue to report back to you on our progress in these areas.
Your voice is crucial in shaping our services, and we encourage you to continue providing feedback as we work together to improve your living experience with English Rural."
We're always striving to provide the best possible living experience for residents.
Your feedback is invaluable, and we're committed to making positive changes.
Here's how we're planning to enhance our services…
1 Finalising the grounds maintenance retender and embedding new contracts. We recognise that there is still work to be done in this area and will continue working with residents to ensure new contracts perform well and improve communal maintenance.
2 Evolving our resident engagement through focus groups shaped by your feedback from our latest satisfaction survey - ensuring you're involved in monitoring what matters most, from repairs performance to service improvements. We're committed to working more closely with you to better understand your views and ensure your voice helps shape the services you receive.
3 Refining our approach to environmental upgrades - reviewing innovative sustainable technology to improve the energy efficiency of our homes.
4 Expanding and updating our property data and related software systems through ongoing property inspections.
5 Deepening our insight into individual household needs to tailor and enhance our service delivery, informing policy and process.
