Standards and performance

Contents

  1. How we are performing
  2. How we measure our performance
  3. Our standards
  4. Complaints and compliments
  5. Customer satisfaction surveys
  6. Annual Tenant Satisfaction Measures Survey
  7. Annual report and financial statements

How we are performing

See how we are performing against our Service Standards.

How we are performing


How we measure our performance

We report on government, local and customer focused indicators.

These are the things that are considered the most important to you. 

To make sure that we continually improve performance, we monitor our progress towards a range of challenging targets and against the promises we have made.

Customer care is a high priority for us and we pride ourselves on providing a high quality housing service. 


Our standards for South Tyneside

View our Service standards


Annual performance

Our annual performance against Service Standards is reported in the Tenants' Annual Report.


Complaints and compliments

We value receiving both your complaints and compliments.

Complaints let us see where we need to improve our service.

Compliments are a great way for us to learn what we are doing well. 

As part of the Consumer Standards set out in the Regulatory Framework, we are required to publish our complaints data. 

Read our Housing Ombudsman Complaint Handling Code: Self-assessment.

Find out more about how you can make a complaint or give feedback.

Complaints received April 2020 to March 2021

Complaints 2020 to 2021

Number recieved 

  • Stage 1 - 684
  • Stage 2 - 56 
  • Stage 3 - 25 

Respond to on time:

  • Stage 1 - 93.42%
  • Stage 2 - 87.50%
  • Stage 3 - 84.00%

Findings: 

  • Upheld: 22.43%
  • Partially upheld: 33.84%
  • Not upheld: 41.33%

Reasons for complaints: As in previous years, complaints tend to be for those teams with close interaction with customers, and specifically around service not delivered, communication breakdown, delays to providing a service, quality of service or the customer is unhappy with a decision.

Compliments received April 2020 to March 2021

Number received: 448

Reasons for compliments: Compliments tend to arise from good service received, and also the good attitude and professionalism of staff. We also receive compliments when customers feel the staff member has 'gone the extra mile'.

Comparison of yearly summaries

Comparisons of complaints and compliments
YearComplaints received Compliments received
2010 to 2011922309
2011 to 2012899451
2012 to 2013931538
2013 to 2014960498
2014 to 2015838428
2015 to 2016964489
2016 to 2017844497
2017 to 2018678464
2018 to 2019668657
2019 to 2020684653
2020 to 2021709448

Customer satisfaction surveys

We regularly ask customers to tell us how they feel about the services we provide.

Customer satisfaction surveys are sent via text, post, or could be carried out by staff over the phone.

We also conduct a periodic survey which is sent to all customers to see how they think their housing services are being delivered.

If you are contacted to complete a customer survey please take a few moments to complete this.

Your views are very important to us and will help South Tyneside Homes improve the services you receive.


Annual Tenant Satisfaction Measures Survey

Read our Annual Tenant Satisfaction Measures Survey.


Annual report and financial statements

Read our 2023 / 24 Annual report and financial statements.