The Regulator of Social Housing has introduced a new set of measures for all social housing landlords like us, which we are required to report on every year.
These are called Tenant satisfaction measures (TSMs) and will tell you how well we are doing in providing our housing service.
The TSMs are grouped into themes:
- Overall satisfaction
- Keeping properties in good repair
- Maintaining building safety
- Respectful and helpful engagement
- Effective handling of complaints
- Responsible neighbourhood management
The data for some TSMs comes from your feedback in the annual tenant satisfaction survey we send out, and the remaining data is calculated from our performance information.
Below you can see our TSM results for the year which ended on 31 March 2024
| Overall satisfaction | |
|---|---|
| TP01: Overall satisfaction with the housing service | 71% |
| Keeping properties in good repair | |
|---|---|
| TP02: Satisfaction with repairs | 72% |
| TP03: Satisfaction with time taken to complete most recent repair | 66% |
| TP04: Satisfaction that your home is well maintained | 70% |
| RP01: Proportion of homes that do not meet the Decent Homes Standard | 2.2% |
| RP02 (1): Proportion of non-emergency responsive repairs completed within target timescale | 93.3% |
| RP02 (2): Proportion of emergency responsive repairs completed within target timescale | 98.5% |
| Maintaining building safety | |
|---|---|
| TP05: Satisfaction that your home is safe | 78% |
| BS01: Proportion of homes for which all required gas safety checks have been carried out | 100% |
| BS02: Proportion of homes for which all required fire risk assessments have been carried out | 100% |
| BS03: Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out | 100% |
| BS04: Proportion of homes for which all required legionella risk assessments have been carried out | 100% |
| BS05: Proportion of homes for which all required communal passenger lift safety checks have been carried out | 100% |
| Respectful and helpful engagement | |
|---|---|
| TP06: Satisfaction that we listen to tenant views and acts upon them | 55% |
| TP07: Satisfaction that we keep tenants informed about things that matter to them | 71% |
| TP08: Agreement that we treat tenants fairly and with respect | 72% |
| Effective handling of complaints | |
|---|---|
| TP09: Satisfaction with our approach to handling complaints | 34% |
| CH01 (1): Number of Stage 1 complaints received per 1,000 homes | 18.5 |
| CH01 (2): Number of Stage 2 complaints received per 1,000 homes | 1.4 |
| CH02 (1): Proportion of Stage 1 complaints responded to within the Housing Ombudsman’s complaint handling code timescales | 100% |
| CH02 (2): Proportion of Stage 2 complaints responded to within the Housing Ombudsman’s complaint handling code timescales | 80% |
| Responsible neighbourhood management | |
|---|---|
| TP10: Satisfaction that we keep communal areas clean and well maintained | 70% |
| TP11: Satisfaction that we make a positive contribution to neighbourhoods | 59% |
| TP12: Satisfaction with our approach to handling anti-social behaviour | 54% |
| NM01 (1): Number of anti-social behaviour cases opened per 1,000 homes | 33 |
| NM01 (1): Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes | 0 |
Read the summary of our approach to the survey (PDF, 66KB)
View the questionnaire which was sent to all tenants (PDF, 132KB)