Tenant Satisfaction Measures survey full results 2023 to 2024

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 below.

The measures focus on five key themes:

• keeping properties in good repair
• maintaining building safety
• respectful and helpful engagement
• effective handling of complaints
• responsible neighbourhood management

There are 22 Tenant Satisfaction Measures, 12 come from survey responses and 10 from data we hold.

• satisfaction with repairs 61%
• satisfaction with the time taken to complete most recent repair 56%
• satisfaction 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%

• satisfaction that the home is safe 60%
• completed gas safety checks 99.89%
• completed fire safety checks 100%
• completed asbestos safety checks 100%
• completed water safety checks 100%
• completed lift safety checks 100%

• satisfaction we keep tenants informed about things that matter to them 53%
• satisfaction we listen to tenant views and act upon them 42%
• agreement we treat tenants fairly and with respect 63%

• satisfaction with our approach to handling compaints* 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

*number of compaints per 1000 homes

** for response to stage 2 complaints we were working to a stricter timescale than specified in the Housing Ombudsman Complaint Handling Code

• satisfaction we keep communal areas clean and well maintained 47%
• satisfaction we make a postive contribution to neighbourhoods 45%
• satisfaction with our approach to handling anti-social behaviour 41%
• number of ASB cases relative to rhe size of us as a landlord* 28.2
• number of ASB cases that involve hate incidents relative to rhe size of us as a landlord* 0.3

*number of ASB cases per 1000 homes