Tenant Satisfaction Measures Results for 2023/24
Tenant Satisfaction Measures (TSMs) have been introduced by, the Regulator of Social Housing, to assess how well housing providers are doing at providing good quality homes and services. The Regulator will publish the information that you can view in addition to other organisations.
The TSMs consist of 12 measures that ask tenants about their perception of things like keeping homes in good repair and condition, building safety, how complaints are handled, how the landlord engages with tenants in a respectful and helpful way, and how the neighbourhood is managed responsibly. Additionally, there are 10 measures that assess the landlord's management information.
The Council worked with an independent company called Kwest to contact 560 tenants by telephone, email or SMS during 2023/24.
The results of the perception survey are below:
| Measure | Score |
|---|---|
| TP01: Overall satisfaction | 75.9% |
| TP02: Satisfaction with repairs | 79.0% |
| TP03: Satisfaction with time taken to complete most recent repair | 81.0% |
| TP04: Satisfaction that the home is well maintained | 76.2% |
| TP05: Satisfaction that the home is safe | 80.4% |
| TP06: Satisfaction that the landlord listens to tenant views and acts upon them | 67.1% |
| TP07: Satisfaction that the landlord keeps tenants informed about things that matter to them | 75.7% |
| TP08: Agreement that the landlord treats tenants fairly and with respect | 81.3% |
| TP09: Satisfaction with the landlord's approach to handling of complaints | 40.0% |
| TP10: Satisfaction that the landlord keeps communal areas clean, safe and well maintained | 77.6% |
| TP11: Satisfaction that the landlord makes a positive contribution to neighbourhoods | 72.2% |
| TP12: Satisfaction with the landlords approach to handling of anti-social behaviour | 67.0% |
The table below shows performance for the 10 indicators monitored by us through our internal management systems, as of March 2024.
These cover a range of safety compliance areas, such as whether or not homes have had their annual Gas Safety Check. It also looks at repairs, performance, complaints, and anti-social behaviour.
| Measure | Result |
|---|---|
| RP01: Percentage of homes that do not meet the Decent Homes Standard | 7.6% |
| RP02 (pt1): Proportion of non-emergency responsive repairs completed within the landlord's target timescale | 86.1% |
| RP02 (pt2): Proportion of emergency responsive repairs completed within the landlord's target timescale | 96.5% |
| BS01: Percentage of homes that have had all the necessary gas safety checks | 99.3% |
| BS02: Percentage of homes in buildings that have had all the necessary fire risk assessments | 100% |
| BS03: Percentage of homes in buildings that have had all the necessary asbestos management surveys or re-inspections | 100% |
| BS04: Percentage of homes that have had all the necessary Legionella risk assessments | 100% |
| BS05: Percentage of homes in buildings where the communal passenger lifts have had all the necessary safety checks | 100% |
| CH01: Number of stage one complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes | 14.3 |
| CH01: Number of stage two complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes | 1.9 |
| CH02: Proportion of stage one complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales (10 days) | 75.6% |
| CH02: Proportion of stage two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales (20 days) | 100% |
| NM01: Number of anti-social behaviour cases per 1,000 homes | 54.2 |
| NM01 (pt2): Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes | 0 |
The Regulator will publish this information on every landlord, so if you wish to compare the councils performance it will be available on the Regulators website in the Autumn.
The Tenant Satisfaction Measures survey and survey approach section provides more details on how the survey was conducted, including the questions asked and how representative the sample was.
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