| TSM code | TSM name | TSM 2023/24 Score | TSM 2024/2025 Score | Change from last year |
|---|---|---|---|---|
| TP01 | Proportion of respondents who report that they are satisfied with the overall service from their landlord | 64.2% | 71.1% | 6.9% increase |
| TP02 | Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service | 66.4% | 73.6% | 7.2% increase |
| TP03 | Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair | 58.6% | 67.5% | 8.9% increase |
| TP04 | Proportion of respondents who report that they are satisfied that their home is well maintained | 64.1% | 71.2% | 7.1% increase |
| TP05 | Proportion of respondents who report that they are satisfied that their home is safe | 75.7% | 79.9% | 4.2% increase |
| TP06 | Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them | 53.9% | 59.2% | 5.3% increase |
| TP07 | Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them | 67.5% | 74.4% | 6.9% increase |
| TP08 | Proportion of respondents who report that they agree their landlord treats them fairly and with respect | 76.6% | 77.6% | 1.0% increase |
| TP09 | Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling | 21.0% | 29.6% | 8.6% increase |
| TP10 | Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained | 47.4% | 57.8% | 10.4% increase |
| TP11 | Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood | 56.0% | 61.8% | 5.8% increase |
| TP12 | Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour | 55.9% | 61.2% | 5.3% increase |
Find out more about Tenant Satisfaction Measures.
How was the data collected?
The council gathered the data through a combination of tenant surveys and performance records.
The perception measures are collected by Viewpoint, an independent market research organisation, by completing tenant perception surveys on our behalf.
During 2024-25 they contacted 250 tenants every three months until they had achieved the required sample size of 1,000 tenants.
With this sample size we can be 95% confident that the results are accurate to within +/-3%, which is considered statistically robust for this type of survey.
Viewpoint managed to achieve a representative sample based on the gender, age, disability and ethnicity of our wider tenant population, as well as property types and geographical area, and so no weighting was applied to any of the results.
The results are validated quarterly by our business intelligence team to ensure they’re accurate and a transparent reflection of our performance.
The survey was mostly carried out by telephone, with a small proportion carried out by email as we did not have a telephone number for some of the tenants selected at random. We chose telephone surveys to make it easier for you to share your views, it’s more personal, and helps ensure everyone has a chance to be heard. See the questions asked here
How is Norwich City Council performing?
Overall satisfaction
Since the first measures in 2023–24, satisfaction has improved across key areas like repairs, safety, and communication.
71.1% of tenants are satisfied with the overall service - a 6.9% increase from last year.
There are two types of measures:
- Tenant Satisfaction Measures (Perception): These come from surveys where tenants share their views on things like repairs, safety, and overall service.
- Management Information Measures: These are based on facts and data from our systems, such as how quickly we complete repairs or carry out safety checks.
Together, these measures show both how tenants feel and how we perform, helping us make housing services better for everyone.
Tenant satisfaction measures (perception measures)
Management information measures
| TSM code | TSM name | TSM 2023/24 Score | TSM 2024/2025 Score | Change from last year |
|---|---|---|---|---|
| BS01 | Proportion of homes for which all required gas safety checks have been carried out. | 100.0% | 100.0% | No change |
| BS02 | Proportion of homes for which all required fire risk assessments have been carried out. | 100.0% | 95.90% | 4.1% decrease |
| BS03 | Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. | 99.2% | 97.2% | 2% decrease |
| BS04 | Proportion of homes for which all required legionella risk assessments have been carried out. | 100.0% | 100.0% | No change |
| BS05 | Proportion of homes for which all required communal passenger lift safety checks have been carried out. | 100.0% | 100.0% | No change |
| NM01 (pt1) | Number of anti-social behaviour cases opened per 1,000 homes. | 80.5 | 80.3 | 0.2 decrease |
| NM01 (pt2) | Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes. | 0.6 | 1.6 | 1.0 increase |
| RP01 | Proportion of homes that do not meet the Decent Homes Standard. | 0.3% | 0.3% | No change |
| RP02 (pt1) | Proportion of non-emergency responsive repairs completed within the landlord’s target timescale. | 87.1% | 87.1% | No change |
| RP02 (pt2) | Proportion of emergency responsive repairs completed within the landlord’s target timescale. | 96.7% | 99.2% | 2.5% Increase |
| CH01(Stage One) | Number of stage one complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes. | 83.8 | 65.3 | 18.5 decrease |
| CH02(Stage One) | Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. | 44.8% | 64.0% | 19.2% increase |
| CH01(Stage Two) | Number of stage two complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes. | 13.5 | 12.4 | 1.1 decrease |
| CH02(Stage Two) | Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. | 64.9% | 73.6% | 8.7% increase |
