The Tenant Satisfaction Measures, or TSMs, are 12 satisfaction perception measures and 10 performance measures, introduced as part of the Social Housing (Regulation) Act 2023 to collect social housing tenants’ views and help them assess the performance of their registered provider.
Our independent surveyor, TPTracker, spoke to 540 tenants over the phone from October to December 2023 and completed surveys across our tenant base to gauge satisfaction, following the requirements of the Regulator of Social Housing. Details of the survey questions can be found here. This was a random sample of all eligible tenants, with none excluded, split proportionally across our tenure types, a census approach which meant that no weighting of the results was necessary when calculating the final figures. No incentives were offered to encourage completion of surveys. Our independent surveyor works with a number of other registered providers on their TSMs, and provided support in collecting, generating, and validating our reported perception measures. Meanwhile, we compiled details on our services, which you can see on this page. Our results have been submitted to the regulator.
Our surveying for next year’s submission started on Monday 10th June 2024 and will run throughout the year. TPTracker will be completing this survey for us again to ensure our results are independent.
The Regulator’s website provides more information on the TSMs and explains how the data is being gathered and the requirements we have met to produce these figures. The Regulator will soon outline how you can compare performance between landlords.
| Reference | Measure | 2023/24 performance |
| TP01 | Overall satisfaction with landlord | 78.6% |
| Keeping properties in good repair | ||
| TP02 | Satisfaction with repairs | 72.8% |
| TP03 | Satisfaction with time taken to complete repairs | 70.5% |
| TP04 | Satisfaction that the home is well maintained | 83.2% |
| RP01 | Homes that do not meet the Decent Homes Standard | 0% |
| RP02 | Percentage of repairs completed within target timescales - Emergency | 88.4% |
| Percentage of repairs completed within target timescales – Non-Emergency | 77.6% | |
| Maintaining building safety | ||
| TP05 | Satisfaction that home is safe | 86.7% |
| BS01 | Percentage of gas safety checks completed | 99.95% |
| BS02 | Percentage of fire safety checks completed | 100% |
| BS03 | Percentage of asbestos safety checks completed | 100% |
| BSO4 | Percentage of water safety checks completed | 100% |
| BSO5 | Percentage of lift safety checks completed | 100% |
| Respectful and helpful engagement | ||
| TP06 | Satisfaction that the landlord listens to tenant views and acts upon them | 68.1% |
| TP07 | Satisfaction that the landlord keeps tenants informed | 80.3% |
| TP08 | Agreement that the landlord treats tenants fairly and with respect | 85.8% |
| Effective handling of complaints | ||
| TP09 | Satisfaction with the landlord’s approach to handling complaints | 36.6% |
| CH01 | Count of complaints logged per 1,000 homes owned – Stage 1 Investigations | 63.2 |
| Count of complaints logged per 1,000 homes owned – Stage 2 Appeals | 2.8 | |
| CH02 | Complaints responded to within Complaint Handling Code timescales – Stage 1 Investigations | 93.2% |
| Complaints responded to within Complaint Handling Code timescales – Stage 2 Appeals | 86.7% | |
| Responsible neighbourhood management | ||
| TP10 | Satisfaction that the landlord keeps communal areas clean and well maintained | 72.1% |
| TP11 | Satisfaction that the landlord makes a positive contribution to neighbourhoods | 74.4% |
| TP12 | Satisfaction with the landlord’s approach to handling antisocial behaviour | 76.3% |
| NM01 | Count of antisocial behaviour cases logged per 1,000 homes owned – All cases | 45.0 |
| Count of antisocial behaviour cases logged per 1,000 homes owned – Cases that involve hate incidents | 1.3 | |