Our performance

Tenant perception measures

LCRA

LCHO

All homes (LCRA and LCHO)

TP01

Proportion of respondents who report that they are satisfied with the overall service from their landlord.

84.6%

67.3%

N/A

TP02

Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service.

87.0%

N/A

N/A

TP03

Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair

87.2%

N/A

N/A

TP04

Proportion of respondents who report that they are satisfied that their home is well maintained.

83.6%

N/A

N/A

TP05

Proportion of respondents who report that they are satisfied that their home is safe.

86.8%

83.5%

N/A

TP06

Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them.

71.6%

46.8%

N/A

TP07

Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them.

84.2%

50%

N/A

TP08

Proportion of respondents who report that they agree their landlord treats them fairly and with respect.

86.3%

68.7%

N/A

TP09

Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling.

43.9%

43.1%

N/A

TP10

Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained.

73.9%

59.5%

N/A

TP11

Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood.

75.7%

51.7%

N/A

TP12

Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour.

63.5%

45.9%

N/A

Building Safety

LCRA

LCHO

All homes (LCRA and LCHO)

Proportion of homes for which all required gas safety checks have been carried out. 

N/A

N/A

100%

Proportion of homes for which all required fire risk assessments have been carried out.

N/A

100%

Proportion of homes for which all required asbestos managements surveys or re-inspections have been carried out. 

N/A

100%

Proportion of homes for which all required legionella risk assessments have been carried out.

N/A

100%

Proportion of homes for which all required communal passenger lift safety checks have been carried out. 

N/A

100%

Antisocial Behaviour

LCRA

LCHO

All homes (LCRA and LCHO)

Number of antisocial behaviour cases, opened per 1,000 homes. 

N/A

190.8

Number of antisocial behaviour cases that involve hate incidents opened per 1,000 homes.

N/A

2.2

Decent Homes Standard and Repairs

LCHO

All homes (LCRA and LCHO)

Proportion of homes that do not meet the Decent Homes Standard.

N/A

N/A

Proportion of non-emergency responsive repairs completed within the landlord's target timescale. 

N/A

N/A

Proportion of emergency responsive repairs completed within the landlord's target timescale. 

N/A

N/A

Complaints

LCHO

All homes (LCRA and LCHO)

Number of stage one complaints received per 1,000 homes.

6.2

N/A

Number of stage two complaints received per 1,000 homes. 

0.9

N/A

Proportion of stage one complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales. 

100%

Proportion of stage two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales. 

100%

N/A

Question number

Question text

Rating Scale

Hello, may I speak to [residents name] Please?

My name is..... and I'm calling on behalf of Vico Homes.

We are carrying out telephone surveys with residents to find out how satisfied you are with your home and with the services that you receive from Vico Homes as your landlord. Would it be convenient to go through the survey with you now, it should only take around 8-10 minutes?

IF THE ANSWER IS 'NO': When would it be convenient to call back?

Before we start I need to make you aware that I work for an independent research agency called Acuity, working on behalf of Vico Homes. All calls will be recorded for training and quality purposes and we are bound by the Market Research Society Code of Conduct. Any information that you give us will be treated in confidence and will be used to find ways of improving the service that Vico Homes provides.

The survey will be used to calculate annual tenant satisfaction measures to be published by Vico Homes and reported back to the Regulator of Social Housing.

If tenants would like to contact Vico Homes they can use the following phone number: 0345 8 507 507
If any residents would like reassurance that Acuity are carrying out the survey on behalf of Vico Homes they can call Vico Homes on 0345 8 507 507 and a colleague will be able to confirm.

1

Taking everything into account, how satisfied or dissatisfied are you with the service provided by Vico Homes?

Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied

1a

Please can you explain why you are satisfied?

n/a

1b

What could Vico Homes do to improve your satisfaction with the service?

n/a

2

How satisfied or dissatisfied are you that Vico Homes provides a home that is well maintained?

Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied

3

Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that Vico Homes provides a home that is safe? (Please read all response options).

Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don`t know

4

If you are not satisfied that your home is well maintained and/or safe, please explain why and what could be done to improve this.

n/a

5

Do you live in a building with communal areas, either inside or outside, that Vico Homes is responsible for maintaining?

Yes, No, Don`t know

6

How satisfied or dissatisfied are you that Vico Homes keeps these communal areas clean and well maintained?

Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied

7

Has Vico Homes carried out a repair to your home in the last 12 months?

Yes, No

8

How satisfied or dissatisfied are you with the overall repairs service from Vico Homes over the last 12 months?

Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied

9

How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it?

Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied

10

If you are not satisfied with the repairs and maintenance service, please provide more information and what Vico Homes could improve.

n/a

11

How satisfied or dissatisfied are you that Vico homes listens to your views and acts upon them? (Please read all response options).

Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don`t know

12

How satisfied or dissatisfied are you that Vico Homes keeps you informed about things that matter to you? (Please read all response options).

Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don`t know

13

To what extent do you agree or disagree with the following `Vico Homes treats me fairly and with respect`? (Please read all response options).

Strongly agree, Agree, Neither agree nor disagree, Disagree, Strongly disagree, Not applicable / Don`t know

14

How satisfied or dissatisfied are you that Vico Homes makes a positive contribution to your neighbourhood? (Please read all response options).

Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don`t know

15

How satisfied or dissatisfied are you with Vico Homes's approach to handling anti-social behaviour? (Please read all response options).

Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don`t know

16

Have you made a complaint to Vico Homes in the last 12 months?

Yes, No

17

How satisfied or dissatisfied are you with Vico Homes's approach to complaints handling?

Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied

18

How satisfied or dissatisfied are you that your rent provides value for money?

Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied

19

Do you feel supported by Vico homes to successfully maintain your tenancy?

We're asking if residents feel that Vico Homes is a supportive landlord. This might be because of help you've received help with things like adaptations, employment advice, health & wellbeing or budgeting. It may be because you've been helped by an estate officer or another member of the team.

Yes, No, No opinion, No opinion

20

If Vico Homes could make one improvement, what should it be?

n/a

P1

The results of this survey are confidential. However, would you be happy for us to give your responses to Vico Homes with your name attached so that they have better information to help them improve services?

Yes, No

P2

Would you be happy for Vico Homes to contact you to follow up any of the comments or issues you have raised?

Yes, No

We have now come to the end of the survey. Just to confirm my name is _________ and I've been calling from Acuity on behalf of Vico Homes, thank you very much for your time in completing the survey.

[If resident asks for contact details to check this is a genuine piece of market research: Acuity – Tel: 01273 287114, alternatively The Market Research Society (of which Acuity is a member) Tel: 0800 975 9596]

Overall satisfaction

Low cost rental accommodation (LCRA)

Low cost home ownership (LCHO)

TP01

Proportion of respondents who report that they are satisfied with the overall service from their landlord.

82.8%

67.2%

Keeping properties in good repair

RP01

Proportion of homes that do not meet the Decent Homes Standard.

0.0%

Not applicable

RP02 (1)

Proportion of non-emergency responsive repairs completed within the landlord’s target timescale

54.4%

Not applicable

RP02 (2)

Proportion of emergency responsive repairs completed within the landlord’s target timescale

88.5%

Not applicable

TP02

Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service.

86.6%

Not applicable

TP03

Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair.

83%

Not applicable

TP04

Proportion of respondents who report that they are satisfied that their home is well maintained.

83.4%

Not applicable

Maintaining building safety

BS01

Proportion of homes for which all required gas safety checks have been carried out.

100%

Not applicable

BS02

Proportion of homes for which all required fire risk assessments have been carried out.

100%

Not applicable

BS03

Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out.

100%

Not applicable

BS04

Proportion of homes for which all required legionella risk assessments have been carried out.

100%

Not applicable

BS05

Proportion of homes for which all required communal passenger lift safety checks have been carried out.

100%

Not applicable

TP05

Proportion of respondents who report that they are satisfied that their home is safe.

87.2%

82.8%

Effective handling of complaints

CH01(1)

Number of stage one complaints received per 1,000 homes:

7

3

CH01(2)

Number of stage two complaints received per 1,000 homes:

1

0

CH02(1)

Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.

98.7%

100%

CH02(2)

Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.

100%

100%

TP09

Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling.

42.9%

50%

Respectful and helpful engagement

TP06

Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them.

73.6%

53.5%

TP07

Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them.

81.9%

53.8%

TP08

Proportion of respondents who report that they agree their landlord treats them fairly and with respect.

84.2%

61.7%

Responsible neighbourhood management

NM01(1)

Number of anti-social behaviour cases opened, per 1,000 homes.

189

Not applicable

NM01(2)

Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes

2

Not applicable

TP10

Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained.

74.6%

14.3%

TP11

Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood.

74.5%

62.2%

TP12

Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour.

62.1%

42.4%