Tenant Satisfaction Measures (TSMs)
What are TSMs
The Tenant Satisfaction Measures (TSMs) have been introduced by the Regulator of Social Housing to assess how well landlords are performing in providing good quality homes and services.
These measures have been designed to drive up standards and improve the quality of social housing by ensuring housing providers are accountable for the services delivered to customers
There are 22 measures, 12 of these measures come from our customer feedback survey, 10 come from the key performance indicators which we hold in our systems to measure our service delivery.
Summary of our approach to Tenant Satisfaction Measures
Our 2023 Results
|
Tenant Perception Measures |
Satisfied (%) |
Neither /Don't Know (%) |
Dissatisfied (%) |
|
TP01: Overall satisfaction with service provided |
65 |
15 |
20 |
|
TP02: Satisfaction with overall repairs service |
60 |
10 |
30 |
|
TP03: Satisfaction with the time taken to complete the most recent repair |
59 |
11 |
30 |
|
TP04: Satisfaction that the home is well maintained |
61 |
14 |
25 |
|
TP05: Satisfaction that the home is safe |
68 |
12 |
20 |
|
TP06: Satisfaction that the landlord listens to tenant views and acts upon them |
55 |
17 |
23 |
|
TP07: Satisfaction that the landlord keeps tenants informed about things that matter to them |
56 |
24 |
18 |
|
TP08: Agreement that the landlord treats tenant fairly and with respect |
73 |
16 |
11 |
|
TP09: Satisfaction with the landlord’s approach to handling complaints |
34 |
15 |
51 |
|
TP10: Satisfaction that the landlord keeps communal areas clean and well maintained |
63 |
25 |
12 |
|
TP11: Satisfaction that the landlord makes a positive contribution to neighbourhoods |
52 |
19 |
19 |
|
TP12: Satisfaction with the landlord’s approach to handling anti-social behaviour |
47 |
31 |
22 |
|
Code |
Management Information |
Result |
|
CH01 |
Stage 1 Complaint relative to the size of the landlord |
50.2 |
|
Stage 2 Complaint relative to the size of the landlord |
5.5 |
|
|
CH02 |
Stage 1 Complaints responded to within Complaint Handling Code timescales |
78.5% |
|
Stage 2 Complaints responded to within Complaint Handling Code timescales |
65.6% |
|
|
NM01 |
Anti-social behaviour cases relative to the size of the landlord |
|
|
Part 1 |
Number of anti-social behaviour cases, opened per 1,000 homes. |
25.5 |
|
Part 2 |
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes |
0.1 |
|
RP01 |
Homes that do not meet the Decent Homes Standard |
7.4% |
|
RP02 |
Repairs completed within target timescale |
|
|
Part 1 |
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale |
91.0% |
|
Part 2 |
Proportion of emergency responsive repairs completed within the landlord’s target timescale. |
93.5% |
|
BS01 |
Gas safety checks |
99.2% |
|
BS02 |
Fire safety checks |
100% |
|
BS03 |
Asbestos safety checks |
100% |
|
BS04 |
Water safety checks |
100% |
|
BS05 |
Lift safety checks |
100% |
