The Regulator of Social Housing requires all social landlords to collect data for the tenant satisfaction measures and publish these annually.
The tenant satisfaction measures are intended to provide clear, visible and comparable information for residents on landlord performance.
We worked with an independent company, Kwest Research Limited, to carry out surveys with residents to ask the set tenant satisfaction measure questions. We also reported the results to the regulator in June 2024.
For details on the methodology, please see the tenant satisfaction measure survey approach (pdf, 5 page(s), 433.13 KB). You can also view the tenant satisfaction measure questionnaire (pdf, 4 page(s), 196.32 KB).
We are now collecting data for the 2024/2025 survey.
Survey results – April 2023 to March 2024
Taking everything into account, how satisfied or dissatisfied are you with the service provided by Haringey Council?
| Satisfied |
Neutral |
Dissatisfied |
| 47% |
14% |
39% |
How satisfied or dissatisfied are you with the overall repairs service from Haringey Council over the last 12 months?
| Satisfied |
Neutral |
Dissatisfied |
| 50% |
9% |
41% |
How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it?
| Satisfied |
Neutral |
Dissatisfied |
| 46% |
5% |
49% |
How satisfied or dissatisfied are you that Haringey Council provides a home that is well maintained?
| Satisfied |
Neutral |
Dissatisfied |
| 48% |
9% |
43% |
Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that Haringey Council provides a home that is safe?
| Satisfied |
Neutral |
Dissatisfied |
| 58% |
7% |
36%< |
How satisfied or dissatisfied are you that Haringey Council listens to your views and acts upon them?
| Satisfied |
Neutral |
Dissatisfied |
| 44% |
10% |
46% |
How satisfied or dissatisfied are you that Haringey Council keeps you informed about things that matter to you?
| Satisfied |
Neutral |
Dissatisfied |
| 66% |
9% |
25% |
To what extent do you agree or disagree with the following “Haringey Council treats me fairly and with respect”?
| Satisfied |
Neutral |
Dissatisfied |
| 62% |
14% |
24% |
How satisfied or dissatisfied are you with Haringey Council’s approach to complaints handling?
| Satisfied |
Neutral |
Dissatisfied |
| 17% |
3% |
80% |
How satisfied or dissatisfied are you that Haringey Council keeps these communal areas clean and well maintained?
| Satisfied |
Neutral |
Dissatisfied |
| 56% |
8% |
36% |
How satisfied or dissatisfied are you that Haringey Council makes a positive contribution to your neighbourhood?
| Satisfied |
Neutral |
Dissatisfied |
| 60% |
12% |
28% |
How satisfied or dissatisfied are you with Haringey Council’s approach to handling anti-social behaviour?
| Satisfied |
Neutral |
Dissatisfied |
| 55% |
11% |
34% |
KPIs 2023-2024
| Tenant satisfaction measures: KPIs |
Year-end figure |
| Proportion of homes for which all required gas safety checks have been carried out. |
99.6% |
| Proportion of homes for which all required fire risk assessments have been carried out. |
99.9% |
| Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. |
100% |
| Proportion of homes for which all required legionella risk assessments have been carried out. |
99.7% |
| Proportion of homes for which all required communal passenger lift safety checks have been carried out. |
100% |
| Number of anti-social behaviour cases opened per 1,000 homes. |
75.9 |
| Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes. |
2.2 |
| Proportion of homes that do not meet the Decent Homes Standard. |
21.6% |
| Proportion of non-emergency responsive repairs completed within the landlord’s target timescale. |
65.2% |
| Proportion of emergency responsive repairs completed within the landlord’s target timescale. |
98.2% |
| Number of stage one complaints received per 1,000 homes. |
106.4 |
| Number of stage two complaints received per 1,000 homes. |
18 |
| Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. |
55% |
| Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. |
33.3% |
What we are doing to improve customer satisfaction
Haringey Council is working to improve overall customer satisfaction by addressing the lowest scoring measures that cause the most concern to residents.
We are developing an action plan to address the key challenges identified in the survey and we will engage with residents on the Residents Voice Board to get their feedback and service improvement suggestions relating to the results.
Some of the work we are already undertaking to address some of the areas of lower satisfaction includes:
- working to procure additional contractors to work alongside our repairs service in 2024/25 to improve repairs response times and it is anticipated that this will help improve satisfaction with repairs
- investing in the integration of a newly developed case management system with other council systems to ensure damp and mould in homes is tackled more effectively across several council services who have a role to play in responding
- working to improve both our complaint handling and resolution of complaints. Our complaints team has updated their complaints and compensation policies to ensure it is in line with the Housing Ombudsman guidance and are aiming to bring in a new complaints case management system to coordinate responses more effectively in 2024/25
