Tenant Satisfaction Measures 2023/24

Tenant Satisfaction Measures are required by the Regulator of Social Housing to measure our performance as a landlord.

Contents

2023/24 Annual TSM Perception Measures

Overall satisfaction (TP01)

  • 78.0%

Satisfaction with repairs (TP02)

  •  78.8%

Satisfaction with time taken to complete most recent repair (TP03)

  • 72.7%

Satisfaction that the home is well maintained (TP04)

  • 77.2%

Satisfaction that the home is safe (TP05)

  • 82.1%

Satisfaction that the landlord listens to tenant views and acts upon them (TP06)

  • 69.4%

Satisfaction that the landlord keeps tenants informed about things that matter to them (TP07)

  • 76.0%

Agreement that the landlord treats tenants fairly and with respect (TP08)

  • 80.1%

Satisfaction with the landlord’s approach to handling complaints (TP09)

  • 39.7%

Satisfaction that the landlord keeps communal areas clean and well maintained (TP10)

  • 76.9%

Satisfaction that the landlord makes a positive contribution to neighbourhoods (TP11)

  • 69.7%

Satisfaction with the landlord’s approach to handling anti-social behaviour (TP12)

  • 64.6%

2023/24 Annual TSM Management Information

Number of stage one complaints relative to the size of the landlord (CH01 (1))

  • 11.9 per 1,000 homes

Number of stage two complaints relative to the size of the landlord (CH01 (2))

  • 3.6 per 1,000 homes

Stage one complaints responded to within the Housing Ombudsman’s Complaint Handling timescales (CH02 (1))

  • 75.1%

Stage two complaints responded to within the Housing Ombudsman’s Complaint Handling timescales (CH02 (2))

  • 98.1%

Anti-social behaviour cases relative to the size of the landlord (NM01 (1))

  • 29.5 per 1,000 homes

Anti-social behaviour cases that involve hate cases relative to the size of the landlord (NM01 (2))

  • 0.4 per 1,000 homes

Homes that do not meet the Decent Homes Standard (RP01)

  • 0.1%

Non-emergency repairs completed within target timescales (RP02 (1))

  • 66.1%

Emergency repairs completed within target timescales (RP02 (2))

  • 98.6%

Gas safety checks (BS01)

  • 100%*

*Actual performance was 99.99 but in-line with the TSM guidance this has been rounded to 100%.

Fire safety checks (BS02)

  • 100%**

**Actual performance was 99.95 but in-line with the TSM guidance this has been rounded to 100%.

Asbestos safety checks (BS03)

  • 100%

Water safety checks (BS04)

  • 99.3%

Lift safety checks (BS04)

  • 100%