Tenant Satisfaction Measures Results
As your landlord, we want to know where we’re doing well and where we can do better.
To help us, the Regulator of Social Housing has introduced the Tenant Satisfaction Measures (TSM) which will show how all social housing providers in England are performing.
You can view the results from the first year's survey and this quarter (July to September 2024) below.
Results
Overall satisfaction with services
TSM Question | 2023-24 | 2024-25 (to 30/09) |
|---|---|---|
Satisfaction with the service provided by WHBC
| 60% | 66% |
Maintaining building safety
TSM question | 2023-24 | 2024-25 (to 30/09) |
|---|---|---|
Satisfaction that WHBC provides a home that is safe
| 60% | 76% |
Respectful and helpful engagement
TSM question | 2023-24 | 2024-25 (to 30/09) |
|---|---|---|
Satisfaction that WHBC listens to your views and acts upon them | 42% | 57% |
Satisfaction that WHBC keeps you informed about things that matter to you | 53% | 70% |
Agreement with the following “WHBC treats me fairly and with respect.” | 63% | 76% |
Keeping properties in good repair
TSM question | 2023-24 | 2024-25 (to 30/09) |
|---|---|---|
Satisfaction with the overall repairs service from WHBC over the last 12 months
| 61% | 72% |
Satisfaction with the time taken to complete your most recent repair after you reported it
| 56% | 68% |
Satisfaction that WHBC provides a home that is well-maintained
| 54% | 67% |
Effective handling of complaints
| TSM question | 2023-24 | 2024-25 (to 30/09) |
|---|---|---|
Have you made a complaint to WHBC in the last 12 months?
| 26% | 33% |
Satisfaction with WHBC’s approach to complaints handling?*
| 26% | 21% |
*this is the proportion of respondents who said they had made a complaint in the previous 12 months and are satisfied with our approach to complaints handling
Responsible neighbourhood management
| TSM question | 2023-24 | 2024-25 (to 30/09) |
|---|---|---|
Satisfaction that WHBC keeps communal areas clean and well-maintained | 47% | 47% |
Satisfaction that WHBC makes a positive contribution to your neighbourhood | 45% | 61% |
Satisfaction that WHBC’s approach to handling anti-social behaviour | 41% | 46% |
What we will do
We know there’s room for improvement so some of the things we are going to do include:
Communal areas
We will review the cleaning and grounds maintenance arrangements, publish schedules on the website and communicate these with you
Repairs
We will review our repairs performance and how we communicate this with you