2023/24 Tenant Satisfaction Measures
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 has collected over 200 Landlords data to work out a sector average - so we can see how we are comparing with similar landlords.
We have published the questionnaire in full and a Statement of Approach, which outlines how Acuity conducts the perception surveys.
Repairs
| Tenant Satisfaction Measure | 2023/24 data | 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 repairs. | 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 Measures | 2023/24 data | 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% |
| 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 data | 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 data | 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 data | Sector average |
| TP01 - Proportion of respondents who report that they are satisfied with the overall service from their landlord. | 64% | 68.7% |
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 surveys 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 Scrutiny Projects.
Full survey report and analysis
You can read the full report, and analysis, on our perception survey in the link below. This report is written by Acuity.
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 in the link below. This report is written by HouseMark.