Standards and performance
Contents
- How we are performing
- How we measure our performance
- Our standards
- Complaints and compliments
- Customer satisfaction surveys
- Annual Tenant Satisfaction Measures Survey
- Annual report and financial statements
How we are performing
See how we are performing against our Service Standards.
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
| Year | Complaints received | Compliments received |
|---|---|---|
| 2010 to 2011 | 922 | 309 |
| 2011 to 2012 | 899 | 451 |
| 2012 to 2013 | 931 | 538 |
| 2013 to 2014 | 960 | 498 |
| 2014 to 2015 | 838 | 428 |
| 2015 to 2016 | 964 | 489 |
| 2016 to 2017 | 844 | 497 |
| 2017 to 2018 | 678 | 464 |
| 2018 to 2019 | 668 | 657 |
| 2019 to 2020 | 684 | 653 |
| 2020 to 2021 | 709 | 448 |
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.