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 Dec) |
|---|---|---|
Satisfaction with the service provided by WHBC
| 60% | 64% |
Keeping properties in good repair
TSM question | 2023-24 | 2024-25 (to 30 Dec) |
|---|---|---|
Satisfaction with the overall repairs service from WHBC over the last 12 months
| 61% | 65% |
Satisfaction with the time taken to complete your most recent repair after you reported it
| 56% | 66% |
Satisfaction that WHBC provides a home that is well-maintained
| 54% | 67% |
Maintaining building safety
TSM question | 2023-24 | 2024-25 (to 30 Dec) |
|---|---|---|
Satisfaction that WHBC provides a home that is safe
| 60% | 75% |
Respectful and helpful engagement
TSM question | 2023-24 | 2024-25 (to 30 Dec) |
|---|---|---|
Satisfaction that WHBC listens to your views and acts upon them | 42% | 58% |
Satisfaction that WHBC keeps you informed about things that matter to you | 53% | 70% |
To what extent do you agree or disagree with the following? “WHBC treats me fairly and with respect.” | 63% | 74% |
Effective handling of complaints
TSM question | 2023-24 | 2024-25 (to 30 Dec) |
|---|---|---|
Have you made a complaint to WHBC in the last 12 months? | 26% | 22% |
*How satisfied or dissatisfied are you with WHBC’s approach to complaints handling? | 26% | 21% |
* Due to the low number of responses to the question, we cannot yet draw an accurate picture from this. The accuracy of the data will improve as the survey progresses.
Responsible neighbourhood management
| TSM question | 2023-24 | 2024-25 (to 30 Dec) |
|---|---|---|
How satisfied or dissatisfied are you that WHBC keeps communal areas clean and well-maintained? | 47% | 49% |
How satisfied or dissatisfied are you that WHBC makes a positive contribution to your neighbourhood? | 45% | 58% |
How satisfied or dissatisfied are you with WHBC’s approach to handling anti-social behaviour? | 41% | 56% |
What we are doing
We know there’s room for improvement so some of the things we are going to do include:
Handling of ASB cases
Collaborating with the police and other partners to tackle anti-social behaviour and address the root causes. We have also reviewed our communication with complainants around closing their ASB cases.
Repairs
Reviewing the communication with tenants once their repair has been booked to ensure the information given is clear and relevant.
Neighbourhoods
Planning another series of the popular Community Catch-up events to be held across the borough in the spring/summer.