Tenant Satisfaction Measures

• 64.1% satisfied with our overall repairs service over the last 12 months

• 61.6% satisfied with the time taken to complete your most recent repair

• 62.6% satisfied that we provide a home that is well maintained

Repairs performance:

You said:

• "What are you doing to keep my building safe?"

We did:

• Spent £44m on building safety works

• Carried out annual checks on flat front doors in buildings over 11 metres and quarterly checks on communal fire doors in more than 1,100 blocks 

• Completed 2,936 fire risk assessments

We're doing:

• Investing in homes and buildings to keep residents safe

• Sending out annual fire safety reminders to residents living in over 7,000 buildings 

You said:

• "I'm experiencing issues with a neighbour, can you help?"

We did:

• Introduced our Good Neighbour Policy to help create safe, respectful and supportive communities 

• Ran after-dark walkabouts in local neighbourhoods with the police to better understand local issues 

• Trained our neighbourhood managers and community safety specialists on community safety, domestic abuse and hate crime 

• Set up local surgeries and improved access to local teams

• An external health check audited how we manage antisocial behaviour (ASB), so we can see what's working and what needs to improve – we're working through the recommendations 

• Ran a campaign to help residents manage ASB and understand the support available

We're doing:

• Working with the police and local councils to tackle issues by residents 

• Joining up teams at a local level to improve ASB in our wider communities  

• Improving our case management system to make it easier for residents and colleagues to use

You said:

• “It’s hard to contact you – it takes too long to speak to someone and I often don’t get through to the right person.” 

We did:

• Changed our contact centre hours and launched live chat from 8am to 6pm  

• Reduced our call wait time from 11 minutes to eight minutes

• Held 202 resident meetings, 201 consultations, our first Resident Conference attended by over 70 residents and 270 other engagement activities 

• Residents got involved in scrutiny projects, including how we write our letters and their experience when calling us – we're now updating our letters based on their recommendations and using their feedback to shape improvements to our contact centre service 

• Held regional events, local drop-ins and regional forums so you can meet your local teams and raise issues face-to-face 

• Our Resident-Led Panel (RLP) is helping ensure resident voices are heard and acted on 

• The RLP has set up new resident panels focused on improving communication, complaints and homeownership 

We're doing:

• Residents are meeting regularly with our CEO and senior leaders through Sounding Board sessions to share their experiences and suggest improvements 

• Creating neighbourhood plans with residents and local partners to tackle the issues that matter to residents most 

• Holding local drop-ins in more areas  

• Making it easier to contact neighbourhood managers and improving follow-up 

• Promoting My Peabody – where residents can book repairs, check statements, make payments and more. Over 49,000 residents (46% of households) are now signed up, and we’re continuing to promote it