Description
Information on Tenant Satisfaction Measures and results from our survey.
Further details

What are Tenant Satisfaction Measures?

Tenant Satisfaction Measures (TSMs) include information about how we are performing and what our tenants feel about the homes and services we provide.

The Regulator introduced TSMs to make it easier for people to compare landlords on a like-for-like basis.

TSMs also:

  • Enable tenants to scrutinise their landlord and hold them to account;
  • Give landlords insights on where they might look to improve their services; and
  • Allow the Regulator of Social Housing (RSH) to see whether landlords are meeting required regulatory standards. 

Collecting and reporting on Tenant Satisfaction Measures is a regulatory requirement. Housing Providers are required to report back to the Regulator on these measures annually – this will take place each summer. These results will then be collated each autumn and published on the RSH website.

You can find out more about Tenant Satisfaction Measures on the government website.

What we did

We attempted to contact all tenants by a variety of method to ask 12 perception questions about the service you receive, all Housing Providers will ask their tenants the same questions.

View the questions which were asked.

The annual results for this financial year will be published in autumn 2024, enabling you to compare our performance with other social landlords across the country.

This information is intended to help our tenants to review our performance as a landlord and hold us to account. We will also use the TSM information to continuously develop and improve our services.

Along with all other registered social housing landlords, we must:

  • Collect performance data in line with the Tenant Satisfaction Measures from April 1, 2023.
  • Annually submit performance results against the Tenant Satisfaction Measures to the Regulator of Social Housing, commencing June 2024.
  • Annually publish our performance against specified Tenant Satisfaction Measures, from September 2024.

How are we doing?

Our 2023/2024 end of year results:

Measure

Result

Overall satisfaction

75.4%

Satisfaction with repairs

71.6%

Satisfaction with time taken to complete most recent repair

66.4%

Satisfaction that home is well maintained

74.9%

Satisfaction that you feel safe at home

79.6%

Satisfaction that your landlord listens and acts

63.6%

Satisfaction that your landlord keeps you well informed

75.2%

Agree that your landlord is fair and respectful

79.9%

Satisfaction with complaint handling

29.6%

Satisfaction that communal areas are kept clean and well maintained

71.1%

Satisfaction that your landlord makes a positive contribution

66.2%

Satisfaction with landlord’s handling of anti-social behaviour

54.0%

Overall satisfaction

Measure

Result

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

75.4%

Keeping properties in good repair

Measure

Result

Proportion of homes that do not meet the Decent Homes Standard

14.0%

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

89.0%

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

100%

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

71.6%

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

66.4%

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

74.9%

Maintaining building safety

Measure

Result

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

100%

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

100%

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

100%

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

100%

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

100%

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

79.6%

Respectful and helpful engagement

Measure

Result

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

63.6%

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

75.2%

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

79.9%

Effective handling of complaints

Measure

Result

Number of stage one complaints received per 1,000 homes

17.9

Number of stage two complaints received per 1,000 homes

1.9

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

84.3%

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

90.9%

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

29.6%

Responsible neighbourhood management

Measure

Result

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

4.2

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

0

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

71.1%

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

66.2%

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

54.0%

What we do with this information

All feedback we receive is reviewed carefully alongside all our performance information to ensure that we continue to improve our services to our residents.

Following this year's survey we have:

  • Identified areas in need of the biggest improvement and are working on plans to rectify them, whilst also ensuring we improve in the already positive areas
  • Looking to implement a suite of satisfaction surveys so anyone who contacts us, be it for a repair, a new tenancy, rent arrears etc so we understand how you felt about it.
  • Complainants to housing will be able to feed back on their experience - this will allow us to drill down to any issues and help us to improve the process
  • Review existing policies where required