Annual Tenant Satisfaction Measures
As a social housing provider in England, from April 2023, we must collect data on a new set of tenant satisfaction measures (TSMs). These are part of a new system developed by the Regulator of Social Housing to assess how well social housing landlords are doing at providing good quality homes and services.
The measures are aimed at helping improve standards for people living in social housing, by:
- Providing visibility, letting tenants see how well their landlord is doing, and enabling tenants to hold their landlords to account.
- Giving the Regulator insight into which landlords might need to improve things for their tenants.
The TSMs are designed to see how well landlords are doing at keeping properties in good repair, maintaining building safety, respectful and helpful engagement, effective handling of complaints and responsible neighbourhood management.
There are 22 tenant satisfaction measures, including 12 tenant perception measures and 10 management information measures.
We work with housing research specialist Acuity to carry out a short survey every few months so that we can report our tenant perception measures. With collecting survey responses every quarter, we can address satisfaction and any issues reported as quickly as possible.
We have published the questionnaire in full and a Statement of Approach which outlines how Acuity conducts the surveys.
As a thank you, everyone who takes part in the quarterly survey is entered into a prize draw. Management information measures are reported from data we hold within our Housing system.
Read more about tenant satisfaction measures and the Charter for Social Housing Residents
The table below details our return for 2023/24. We have also published the sector average. We are members of HouseMark, an organisation that combines sector data, information and insights to give Landlords confidence to make decisions about the future of their services. HouseMark have collected over 200 Landlords data to work out a sector average - so we can see how we are comparing with similar landlords.
Repairs
| Tenant Satisfaction Measure | 2023/24 | Sector average |
|---|---|---|
| RP01 - Proportion of homes that do not meet the Decent Homes Standard. | 7.8% | 1.62% |
| RP02 (1) - Proportion of non-emergency responsive repairs completed within the landlord's target timescale. | 48.3% | 81.4% |
| RP02 (2) - Proportion of emergency responsive repairs completed within the landlord's target timescale. | 49.7% | 92% |
| 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. | 61% | 61.2% |
| 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. | 49% | 67.2% |
| TP04 - Proportion of respondents who report that they are satisfied that their home is well maintained. | 65% | 68.3% |
Building Safety
| Tenant Satisfaction Measure | 2023/24 | Sector average |
|---|---|---|
| BS01 - Proportion of homes for which all required gas safety checks have been carried out. | 99.5% | 99.92% |
| BS02 - Proportion of homes for which all required fire risk assessments have been carried out. | 100% | 100% |
| BS03 - Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. | 100% | 100% |
| BS04 - Proportion of homes for which all required legionella risk assessments have been carried out. | 100% | 100% |
| BS05 - Proportion of homes for which all required communal passenger lift safety checks have been carried out. | 100% | 100% |
| TP05 - Proportion of respondents who report that they are satisfied that their home is safe. | 77% | 75.4% |
Customer Service
| Tenant Satisfaction Measure | 2023/24 | Sector average |
|---|---|---|
| CH01 (1) - Number of stage one complaints received per 1,000 homes | 92.2 | 37.74 |
| CH02 (1) - Proportion of stage one complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales | 13.5% | 70.3% |
| CH01 (2) - Number of stage two complaints received per 1,000 homes | 12.4 | 5.20 |
| CH02 (2) - Proportion of stage two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales | 35.7% | 79.2% |
| 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. | 26% | 29.1% |
| TP06 - Proportion of respondents who report that they are satisfied that their landlord listens to views and acts upon them. | 51% | 55.4% |
| TP07 - Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter most to them. | 65% | 65.4% |
| TP08 - Proportion of respondents who report that they agree their landlord treats them fairly and with respect. | 69% | 73.2% |
Neighbourhoods
| Tenant Satisfaction Measure | 2023/24 | Sector average |
|---|---|---|
| NM01 - Number of anti-social behaviour cases opened per 1,000 homes. | 35.9 | 37.58 |
| NM02 - Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes. | 1.7 | 0.96 |
| TP10 - Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. | 72% | 63.2% |
| TP11 - Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. | 59% | 59.1% |
|
TP12 - Proportion of respondents who report that they are satisfied with their landlord's approach to handling anti-social behaviour. |
59% | 53.1% |
Overall satisfaction
| Tenant Satisfaction Measure | 2023/24 | Sector average |
|---|---|---|
| TP01 - Proportion of respondents who report that they are satisfied with the overall service from their landlord. | 64% | 68.7% |
Full survey report and analysis
You can read the full report, and analysis for all of our perception surveys in the links below. These reports are written by Acuity.
HouseMark reports - how we are performing against others
We want to be open and transparent with you on how our performance compares with other Landlords. You can read a full report on our performance for 2023/24 in the link below. This report has been written by HouseMark.
What are we doing with this feedback?
We know there are some low levels of satisfaction. We ask tenants who are dissatisfied to tell us why so that we can put things right. We want to improve in all areas above and have developed an action plan that begins to address the areas where we have our lowest scores. This action plan sets out what we aim to achieve, and by when.
We will be reviewing this action plan regularly and updating it with progress made, and updating actions as more surveys take place. View our action plan and the progress are making
What next?
We will continue to carry out a satisfaction survey every three months. This is so we can be confident in knowing what our tenants really think of the services they receive. We will continue to use an external market research company so that the survey is carried out independently.
Results from the survey are communicated to tenants through our My Home Bulletin, which is emailed out to tenants each month. We will also use our annual report to inform tenants of what is going well, and where we could improve.
Results are also shared with our Tenant Board, so that they can hold us to account, and they can use data for any Scrutiny Projects.
Using your data
You can find further information about how we manage and store data within our Privacy Notice