Tenant Satisfaction Measures

Our 2025/26 performance is shown below.

Satisfaction levels vary between our London and Walsall regions. Although London residents are less satisfied, satisfaction levels have increased in several areas from 24/25. We continue to work hard on our London action plan to improve satisfaction in all 12 areas.     

We received a lot of very nice compliments from tenants about our staff, contractors and the services we deliver and have shared some with you. We love to receive compliments and when we do these are shared with staff.   

Some key actions we’ve taken this year 

• We’ve procured a new Housing Management System which will go live in August 2026 
• Invested in IT systems for residents to make it easier to make payments and contact us. 
• We continue to invest in Fire Safety and have completed all our outstanding FRAs by May 2026 
• We’ve begun the process of producing our new Corporate Plan for 2026 – 2030 in consultation with staff and residents 
• We’ve begun the process of producing a new EDBI strategy in consultation with staff and residents 

What our tenants have said: 

• Really happy Watmos gave me a forever home 
• Happy with Watmos and service they provide they come out every time i report anything so happy 
• I have been a Watmos tenant for many years now - I have always found that communication with staff to be easy, friendly, professional and with understanding. Issues are dealt with promptly - I have no reason to complain 
• I am so grateful to the staff who have gotten me my move, it changed my life and the shower is amazing, I love it here.  The caretakers are always supporting me feels like a home after I was worried about moving after all these years. 
• I love it here it's the best and well organised place to be I’ve seen other places where friends live and to be honest, they’re not a patch on you. Please keep up the good work from a very satisfied tenant 

Some key actions we’ve taken this year 

• We’ve procured a new repairs contractor in London 
• We’ve increased the number staff to manage repairs contracts   
• We’ve increased the number of staff to manage the repairs service  
• We’ve created a new post to ensure our homes are sustainable for years to come  
• Implementation of Awaabs law with close scrutiny of hazards and damp and mould so we can resolve issues quickly  
• We report our performance to Housemark monthly and annually so we can monitor our performance against our peers. 
• Have a robust fire safety plan with regular inspections of buildings and actions to keep residents safe 
• Introduced a new PCFRA (Person Centred Fire Risk Assessment) process to ensure we support the most vulnerable residents.  
• We have introduced a dashboard to monitor performance on the 6 Compliance PIs (gas servicing, electric certificates, asbestos, water safety, lift safety and fire risk)  

What our tenants have said: 

• Been in my house 11 years now, Watmos always carry out jobs that I call them about, everyone they sent to my house is always professional and polite 
• Watmos is a fantastic association. Repairs are handled quickly and efficiently. Staff are always polite and helpful and always return calls. 
• The caretakers do an amazing job they are really knowledgeable and helped show me how to use the heating system, always willing to help if stuck. 
• All staff onsite are very friendly and helpful; this makes me feel safe in my home. 
• Best thing I did was to come back to Watmos. I should never have left; I love it here so clean and quiet. 

Some actions we’ve taken this year 

• Our staff undertake regular home visits to ensure homes are in good condition and it means we can also spot when things are going wrong and put them right quickly 
• We use the contractor home visits like, gas inspections and stock condition survey inspections to also check on the condition of the home, this helps us create future plans for investment. 
• Held a focus group with involved residents to understand how we can improve 
• Consulted with residents on our new Corporate Plan Strategy 
• Created a communications plan to deliver more of what residents want including local newsletters 
• Continued to fund community rooms and spaces from the Community Development Fund to enable communities to come together and agree on events and activities 
• Scrutiny panel undertook a review of the moving in experience and made some excellent recommendations 

What our tenants have said: 

• I have lived in the flats many years, The majority of people are very friendly and will often stop for a chat, The caretakers are all lovely too. The staff in the office are polite and will listen and act on any concerns you may have 
• Watmos have been amazing getting my arrears cleared so i could move and the support behind helping me move, only have to pick up the phone everyone is helpful I love being here. 
• I am very happy living in the shelter scheme and with the support I receive from my Carers and Housing Team. 
• I’m satisfied with watmos - they keep me informed about various things by letters and emails which is positive.  
• I am happy living in this neighbourhood and the people who work for Watmos are also very kind and respectful 

Some actions we’ve taken this year 

• Introduced a complaints policy and procedure induction for all new staff 
• Ongoing training and support for Complaint Handlers 
• Introduced a weekly complaints surgery  
• Changed internal response time to ensure complaint responses are reviewed and signed off by managers. 
• Regularly review complaints to learn from them 

What our tenants have said: 

• Thank you for providing regular communication and taking the time to understand fully and completely what has happened, the impact, the ongoing stress, and helping resolve, even though I still have an outstanding linked repair. This was all appreciated. 
• Thank you to my complaint handler for her kind words and the way she has handled this. She is a credit to WATMOS 
• We are very grateful that our complaint was upheld and appreciated the sincere apology, being told that changes are going to be implemented to prevent this happening again for other residents, and the kind offer of compensation for the distress caused. Would like to add that the response letter was professional and comprehensive in explaining the investigation of the complaint and the outcome. We accepted the sincere apology with gratitude. 

Some actions we’ve taken this year  

• Repaired CCTV where needed and created a plan for reviewing CCTV provision across our estates 
• In Walsall we have caretakers on rota patrolling our estates and have CCTV and patrol coverage on two estates in Lambeth 
• Undertook an ASB audit to ensure procedure is being followed 
• Attend local crime meetings and agree objectives with safer neighbourhoods    

What our tenants have said 

• Very happy with everything. No ASB on the estate so I feel happy about that. My home is very safe, and the repairs are done on time 
• I don't know how you managed it, the work you have put in to get rid of people who have caused trouble for years which we didn't think would ever be evicted you've cleaned up the estate lots. 
• I had issues with ASB but these have been sorted. 
• Can see the difference with ASB over the last couple months as less issues around.