Tenant Satisfaction Measures (TSM's)

our overall customer satisfaction score in 2024/2025

Tenant Satisfaction Measures (TSM's) cover a wide range of service areas such as repairs, neighbourhood satisfaction, key safety areas, communication and complaints.

This makes sure:

  • Customers can see how we are performing and can scrutinise our performance.
  • We have information about how our customers feel about us and how they feel we can improve.

We provide this information to our regulator (The Regulator of Social Housing) about how we are performing against the Regulatory Consumer Standards.

In total there are 22 Tenant Satisfaction Measures, 10 of these are known as 'management information' collected and reported by us, the landlord, and 12 are measured by carrying out our tenant perception surveys. This survey is referred to as a STAR (survey of tenants and residents survey) survey. We carry our our STAR survey twice a year. We use an independent research company to gather feedback from our customers to help us understand how customers feel we are performing and we know what to focus on so we can continue to improve. 

The STAR ‘tracker’ survey calls will only ever take place Monday to Friday between 9.30am and 7.45pm, and on Saturday’s between 10am and 6pm. Customers will only ever be asked to complete a tracker survey once within a 12-month period.

About the data — You may notice some small differences in our overall performance figures and those reported as TSM's here. This is because the TSM's only include specific 'tenure' (house) types for each measure, whereas other performance data may include all or different tenure types.

How do customers use our services?

Our Customer Insights reports help us analyse and improve our services based on customer data that we gather. These reports cover key areas like:

  • Call handling time: How efficiently calls are being answered and resolved.
  • Team interactions: Which departments or teams customers are most often contacting.
  • Call wait times: How long customers have to wait before speaking with someone.
  • Reception visits: How frequently customers are visiting in person.
  • Complaints: The nature and frequency of customer complaints.

The purpose of analysing this data is to understand both the strengths and weaknesses of the services provided, so improvements can be made to enhance the customer experience. You can read our Quarterly reports below. 

2024/2025 Reports 

 Customer Insights Report Q4 24— 25

2023/2024 Reports

Our service performance

We track and monitor a wide range of performance measures to make sure that our services are delivered in-line with customers’ expectations and our Corporate Plan. Performance is monitored at all levels of the Trust and is scrutinised by our Customer Assurance Team of engaged customers, who work within our governance structure. They make recommendations for areas of improvement or scrutiny, to make sure our services reflect the needs of our customers.

You can see our quarterly (Q) performance results below. Whilst we monitor service performance daily, every three months our Board review a dashboard of Strategic Achievement Measures (SAM's) this gives the Board a detailed understanding of how our services are performing. 

Financial Year 2024 / 2025

Financial Year 2023 / 2024

Regulator of Social Housing - Gradings Report

We have been awarded a C1, V1 and G1 grading from the Regulator of Social Housing.

The new C grading, introduced in April 2024, is focused on ensuring customers are safe in their homes, treated with fairness and respect and able to influence the quality of services.

 

We retained the highest grades for both Viability -  V1 and Governance - G1 and gained a C1 for Consumer.

 

The three gradings cover:

  • How well our governance arrangements enable the Trust to effectively manage risks, adequately control the organisation and ensure it continues to meet its objectives (G grading)
  • Our financial viability and whether we are in a good financial position to deliver our business and corporate plans  (V grading)
  • A new Consumer grading (from April 24) focused on ensuring tenants are safe in their homes, treated with fairness and respect, plus able to influence the quality of services received (C grading)

Whilst we are delighted with this news, we continue to shape our plans for the Trust, and we know there’s still work to do. We want to continue to improve our services and make a positive difference to customers and communities. It is customer voices that matter most, and we must and will keep listening.

In its judgement, the Regulator recognised our strengths, including:

  • WVHT provides a wide range of opportunities for tenants to influence and scrutinise its strategies, policies and services. There are clear arrangements in place for tenant engagement that are well supported by WVHT. There is also evidence that feedback from tenants has been used to help shape the design and delivery of services, and that WVHT actively considers tenants’ diverse needs.
  • WVHT has a risk management and control framework that aligns to its strategic risks. There is evidence of risk being managed effectively in practice. There is also evidence of board discussion and challenge on WVHT’s performance against its strategic objectives, and board oversight of controls and assurance on its strategic risks.
  • We have appropriate assurance that WVHT’s board has effective oversight of loan covenant compliance and there is evidence that it has proactively implemented mitigations to maintain good levels of forecast headroom. WVHT forecasts strong interest cover, while continuing to deliver its development programme and investing in existing stock.

You can read the full RSH report HERE

Complaints

We have published our annual complaints report for the financial year 2024/25. You can read the full report here.

We always aim to get everything right the first time, but sometimes we get things wrong and if we do, we want customers to tell us. We aim to ensure that complaints are dealt with in a person-centred way, fairly and consistently and are resolved at the earliest possible opportunity. We also aim to promptly put matters right (where required) and to ensure that any lessons learnt from complaints are used to improve our service delivery to customers. 

Find out more about our complaints process by visiting this page

You can also read our Self Assessment against the Housing Ombudsman Complaint Handling code here.

Our Finances

You can download the full financial statements for 2022-2023 here.

You can also download our full statements for previous years below.

Transparency Reports
Transparency is important to the Trust and in our role as a development registered provider. In line with our values we publish details of how we invest our customers money to deliver new homes. We list all items of expenditure exceeding £500.

This information is updated on a quarterly basis - 

External Assurance of our Performance

Housemark carried out a review of our compliance against the consumer standards. Housemark is the leading data and insight company for the UK housing sector, jointly owned by the National Housing Federation and the Chartered Institute of Housing. Its members include over 350 social housing providers from across the UK - representing 3.8million homes.

You can read the full report by clicking here

Environmental, Social & Governance Reports

Welcome to our Environmental, Social and Governance Report. The reports looks at our Environmental, Social and Governance (ESG) highlights from the last financial year (you can also read previous years), as an adopter of the 'Sustainability Reporting Standard for Social Housing'.

The Sustainability Reporting Standard for Social Housing (SRS) was launched in November 2020. You can read more about this here.

The Standard was set up in response to concerns that ESG investment in social housing was being inhibited by the absence of a common reporting standard. The SRS is a voluntary reporting framework, covering 48 themes across the three overarching areas of Environmental, Social and Governance and includes sub-themes such as zero carbon targets, affordability, safety and resident voice.

The reports form part of our wider performance reporting, which includes our Annual Report, Financial Statements, Transparency Reports, Corporate Social Responsibility Statement and Customer Assurance Team Reports, all of which help the Trust demonstrate to customers, funders and stakeholders how we perform against key criteria including, climate change, social value and resident voice and governance.

We are very aware that there are many challenges for our tenants and for the planet. As a local employer and landlord of choice we remain committed to investing in our homes, tackling the challenges faced by our customers, communities and colleagues and above all building back fairer.

 

Raising Aspirations Annual Report

Raising Aspirations is a course ran by our Employment Support Team and funded by our National Lottery. It aims to help people in our community get into work, improve their confidence and set wellbeing goals. You can find out more about the team and the course they run by visiting here.

To view our annual report for 2024 and the successes of the programme, click here.

Corporate Social Responsibility

The aim of this statement is to clarify the position of the Trust and broadly outline our existing activity and approach to matters relating to Corporate Social Responsibility. 

What is Corporate Social Responsibility (CSR)? We define CSR as;

“The responsibility of an organisation for the impact of its decisions on society and the environment above and beyond its legal obligations, through transparent and ethical behaviour."

We realise we can contribute towards growth and sustainability in the communities in which we operate and our pledge is to;

“We will act and do business in a fair, ethical and transparent way that contributes to the health and wellbeing of our customers, colleagues and society”

CSR is part of what we do at the Trust and compliments our Corporate Plan, Strategies and Values. It can be broadly categorised into;

• Environment
• Community & Social Value
• Workplace
• Commercial Activity

  • Read our 2024 Corporate Social Responsibility statement HERE

Annual Report 2023/2024

It’s been another busy year for Weaver Vale, and our Annual Report below highlights what we’ve achieved together from April 2023 to March 2024 to improve our homes and services.  

We hope you enjoy reading this report and learning more  about the progress we’ve made together over the past year.

A report to suit you

If you would like the report translating into a different language, please let us know, and we will do this for you and print or email it to you. Just detail the information you would like, the language and email enquiries@wvht.co.uk and we will be in contact with you.

You can also read the report by clicking HERE