New Tenant Satisfaction Measures were introduced by the Government on 1 April 2023 which are designed to help to monitor how well landlords are doing at providing quality homes and services, and to understand how they can make improvements.
There are 22 tenant satisfaction measures, which includes 12 tenant perception measures and 10 management information measures.
How data was collected for 1 April 2023 to 31 March 2024
As part of the new measures, we have been collecting data on how we are doing at completing repairs, keeping homes safe, and engaging with our customers.
Twelve of the results are from a tenant perception survey and are coded TP for tenant perception. To get this information we commissioned Viewpoint, an independent market research organisation, to carry out the survey on our behalf.
During 2023-24 they contacted 250 tenants every three months until they had achieved the required sample size of 1,000 tenants to ensure the responses were representative of our wider tenant population. 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.
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.
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.
We’ve grouped both the results from the tenant survey and those from our management systems into common themes which we hope makes it easier to read.
We would like to thank everyone who took part in this survey. We really appreciate you taking the time to share your views and give us your feedback.
2024-25 year to date results now available
Please click here to see the latest TSM results for 2024-25
How did we do in 2023-24?
Overall satisfaction with the service
64.2%
Proportion of respondents who report that they are satisfied with the overall service (TP)
Keeping properties in good repair
66.4%
Proportion of respondents who report that they are satisfied with the overall repairs service (TP)
58.6%
Proportion of respondents who report that they are satisfied with the time taken to complete the most recent repair (TP)
64.1%
Proportion of respondents who report that they are satisfied we provide a home that is well maintained (TP)
0.3%
Proportion of homes that do not meet the Decent Homes Standard
96.7%
Emergency repairs completed within the target timescale
87.1%
Non-emergency repairs completed within the target timescale
Maintaining building safety
75.7%
Proportion of respondents who report that they are satisfied we provide a home that is safe (TP)
100%
Proportion of homes for which all required gas safety checks have been carried out
100%
Proportion of homes for which all required fire risk assessments have been carried out
99.2%
Proportion of homes for which all required asbestos safety checks have been carried out
100%
Proportion of homes for which all required water safety checks have been carried out
100%
Proportion of homes for which all required lift safety checks have been carried out
Respectful and helpful engagement
53.9%
Proportion of respondents who report that they are satisfied we listen to your views and act upon them (TP)
67.5%
Proportion of respondents who report that they are satisfied we keep you informed about things that matter to you (TP)
76.6%
Proportion of respondents who report that they agree that tenants are treated fairly and with respect (TP)
Effective handling of complaints
21%
Proportion of respondents who report that they are satisfied with our approach to complaints handling (TP)
83.8
Number of stage 1 complaints per 1,000 properties
13.5
Number of stage 2 complaints per 1,000 properties
44.8%
Proportion of stage 1 complaints responded to in target
64.9%
Proportion of stage 2 complaints responded to in target
Responsible neighbourhood management
47.4%
Proportion of respondents who report that they are satisfied we keep communal areas clean and well maintained (TP)
56%
Proportion of respondents who report that they are satisfied we make a positive contribution to your neighbourhood (TP)
55.9%
Proportion of respondents who report that they are satisfied with our approach to handling anti-social behaviour (TP)
80.5
Number of anti-social behaviour cases (including hate) opened per 1,000 properties
0.6
Number of anti-social behaviour cases (hate only) opened per 1,000 properties
