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.
The Tenant Satisfaction Measures cover five themes:
- Keeping properties in good repair
- Maintaining building safety
- Respectful and helpful engagement
- Effective handling of complaints
- Responsible neighbourhood management
Results
Overall satisfaction with services 60%
Keeping properties in good repair
- Satisfaction with repairs 61%
- Satisfaction with the time taken to complete most recent repair 56%
- Satisfaction that the home is well-maintained 54%
- Homes that do not meet the Decent Homes Standard 1%
- Proportion of non-emergency responsive repairs completed within target timescale 93.93%
- Proportion of emergency responsive repairs completed within target timescale 99.37%
Maintaining building safety
- Satisfaction that the home is safe 60%
- Gas Safety Checks 99.89%
- Fire Safety Checks 100%
- Asbestos Safey Checks 100%
- Water Safety Checks 100%
- Lift Safety Checks 100%
Respectful and helpful engagement
- Satisfaction that the landlord keeps tenants informed about things that matter to them 53%
- Satisfaction that the landlord listens to tenant views and acts upon them 42%
- Agreement that the landlord treats tenants fairly and with respect 63%
Effective handling of complaints
- Satisfaction with the landlord’s approach to handling complaints* 26%
*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
- Number of complaints received relative to the size of us as a landlord* - (Stage 1) 70.2
- Number of complaints received relative to the size of us as a landlord* - (Stage 2) 8.3
- Complaints responded to within the Complaint Handling Code timescales - (Stage 1) 54.6
- Complaints responded to within the Complaint Handling Code timescales** - (Stage 2) 59.7
Responsible neighbourhood management
- Satisfaction that the landlord keeps communal areas clean and well maintained 47%
- Satisfaction that the landlord makes a positive contribution to neighbourhoods 45%
- Satisfaction with the landlord’s approach to handling anti-social behaviour 41%
- Number of ASB cases relative to the size of us as a landlord* 28.2
- Number of ASB cases that involve hate incidents relative to the size of us as a landlord* 0.3
* Number of complaints or ASB cases per 1,000 homes
** For response to Stage 2 complaints we were working to a stricter timescale than specified in the Housing Ombudsman Complaint Handling Code
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