Tenant Satisfaction Measures 2023
About Tenant Satisfaction Measures
In April 2023, the government introduced new Tenant Satisfaction Measures (TSMs) for social housing landlords, including councils.
The Regulator of Social Housing (the regulator) will use the TSMs to measure whether social housing landlords are delivering good quality homes and housing services. They will also help identify areas that need to be improved.
Every year the council, and other social housing landlords, will have to assess whether our tenants are satisfied with the homes and housing services we offer.
The TSMs will make it easier for our tenants to see how well we are doing and hold us to account if something goes wrong or isn't good enough.
There are 22 Tenant Satisfaction Measures that all social housing landlords must report on.
The TSMs are split into two parts:
- 12 customer perception measures. We will ask tenants about these in our TSM survey.
- 10 performance measures. We will use performance management to collect information on these.
The results must be shared with the regulator and all social housing landlords must publish their results online for people to see, compare and ask questions.
Tenant Perception Survey - what we did
A census approach was taken for the TSMs survey, which was launched on 14 July 2023 and was in field until 30 January 2024. All tenants were invited to share their views and we thank the 840 households who responded to our survey online, by post and in person.
An easy read guide to the survey was available on request.
An incentive of a prize draw for £100.00 shopping voucher was offered to encourage tenants to respond.
Results of our Tenant Perception Survey 2023
Tenant Satisfaction Measure | Result |
TSM01: Overall satisfaction | 83% |
TP02: Satisfaction with overall repairs service | 81% |
TP03: Satisfaction with time taken to complete most recent repair | 81% |
TP04: Satisfaction that the home is well-maintained | 74% |
TP05: Satisfaction that the home is safe | 80% |
TP06: Satisfaction that the landlord listens to tenant views and acts upon them | 65% |
TP07: Satisfaction that the landlord keeps tenants informed about things that matter to them | 72% |
TP08: Agreement that the landlord treats tenants fairly and with respect | 78% |
TP09: Satisfaction with the landlord's approach to handling of complaints | 38% |
TP10: Satisfaction that the landlord keeps communal areas clean and well-maintained | 66% |
TP11: Satisfaction that the landlord makes a positive contribution to neighbourhoods | 62% |
TP12: Satisfaction with the landlord's approach to handling anti-social behaviour | 61% |
Performance Management Results 2023 - how are we doing?
Theme: Keeping properties in good repair (RP)
RP01:Homes that do not meet the Decent Homes Standard | 4.02% |
RP02: Repairs completed within target timescale (Emergency) RP02: Repairs completed within target timescale (Non-Emergency) | 100% 97.3% |
Theme: Maintaining building safety (BS)
BS01: Gas safety checks | 97.9% |
BS02: Fire safety checks | 100% |
BS03: Asbestos safety checks | 100% |
BS04: Water safety checks | 100% |
BS05: Lift safety checks | 100% |
Theme: Effective handling of complaints (CH)
CH01: Complaints relative to the size of the landlord |
|
Stage 1 complaints received per 1,000 units Stage 2 complaints received per 1,000 units | 16.0 2.3 |
CH02: Complaints responded to within Complaint Handling Code timescales |
|
Stage 1 complaints responded to in target time Stage 2 complaints responded to in target time | 91.8 87.7 |
Theme: Responsible neighbourhood management (NM)
NM01: Anti-social behaviour cases relative to the size of the landlord ASB cases received per 1,000 units |
27.4 |
NM02: Anti-social behaviour cases relative to the size of the landlord Hate crimes received per 1,000 units
|
0.0 |
The full report can be viewed via the links below -
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