Tenant satisfaction measures

The Regulator of Social Housing

The Regulator of Social Housing has created a new set of tenant satisfaction measures (TSMs) for assessing how well all social housing landlords, both council and housing associations, are doing at providing good quality homes and services. 

The 12 measures look at six areas: 

  • overall satisfaction with the service
  • keeping properties in good repair
  • maintaining building safety
  • respectful and helpful engagement
  • effective handling of complaints
  • responsible neighbourhood management

Collecting information

We collect this data from a yearly tenant satisfaction survey and from our management data.

We will carry out a tenant satisfaction survey every year, asking tenants what they think about their home and the housing services we provide. 

The results from these surveys will be reported to the Regulator of Social Housing (RSH) and will help us to understand where our service may need improving.

As well as the survey, some TSMs are generated from our management information.

TSMs from both the survey and the management data form a core set of performance measures which we must publish as well as submit to the RSH. 

This will provide tenants with greater transparency about our performance and inform the regulator about how we are complying with consumer standards

º¬Ðß²ÝÉçÇø Homes’ 2024 Tenant Satisfaction Measures

The results

Overall satisfaction with the service

TSM number
Tenant Satisfaction Measure
Performance (%)
How collected
TSM number:
TP01
Tenant Satisfaction Measure:
Proportion of respondents who report that they are satisfied with the overall service from their landlord
Performance (%):
74.2
How collected:
Tenant survey

Keeping properties in good repair

TSM number
Tenant Satisfaction Measure
Performance (%)
How collected
TSM number:
TP02
Tenant Satisfaction Measure:
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service
Performance (%):
76.9
How collected:
Tenant survey
TSM number:
TP03
Tenant Satisfaction Measure:
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair
Performance (%):
74.9
How collected:
Tenant survey
TSM number:
TP04
Tenant Satisfaction Measure:
Proportion of respondents who report that they are satisfied that their home is well maintained
Performance (%):
71.6
How collected:
Tenant survey
TSM number:
RP01
Tenant Satisfaction Measure:
Proportion of homes that do not meet the Decent Homes Standard
Performance (%):
3.7
How collected:
Management information
TSM number:
RP02 (1)
Tenant Satisfaction Measure:
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale
Performance (%):
92.2
How collected:
Management information
TSM number:
RP02 (2)
Tenant Satisfaction Measure:
Proportion of emergency responsive repairs completed within the landlord’s target timescale
Performance (%):
93.1
How collected:
Management information

Maintaining building safety

TSM number
Tenant Satisfaction Measure
Performance (%)
How collected
TSM number:
TP05
Tenant Satisfaction Measure:
Proportion of respondents who report that they are satisfied that their home is safe
Performance (%):
73.9
How collected:
Tenant survey
TSM number:
BS01
Tenant Satisfaction Measure:
Proportion of homes for which all required gas safety checks have been carried out
Performance (%):
100.0
How collected:
Management information
TSM number:
BS02
Tenant Satisfaction Measure:
Proportion of homes for which all required fire risk assessments have been carried out
Performance (%):
100.0
How collected:
Management information
TSM number:
BS03
Tenant Satisfaction Measure:
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out
Performance (%):
100.0
How collected:
Management information
TSM number:
BS04
Tenant Satisfaction Measure:
Proportion of homes for which all required legionella risk assessments have been carried out
Performance (%):
100.0
How collected:
Management information
TSM number:
BS05
Tenant Satisfaction Measure:
Proportion of homes for which all required communal passenger lift safety checks have been carried out
Performance (%):
100.0
How collected:
Management information

Respectful and helpful engagement

TSM number
Tenant Satisfaction Measure
Performance (%)
How collected
TSM number:
TP06
Tenant Satisfaction Measure:
Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them
Performance (%):
60.7
How collected:
Tenant survey
TSM number:
TP07
Tenant Satisfaction Measure:
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them
Performance (%):
67.9
How collected:
Tenant survey
TSM number:
TP08
Tenant Satisfaction Measure:
Proportion of respondents who report that they agree their landlord treats them fairly and with respect
Performance (%):
76.2
How collected:
Tenant survey

Effective handling of complaints

TSM number
Tenant Satisfaction Measure
Performance (%)
How collected
TSM number:
TP09
Tenant Satisfaction Measure:
Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling
Performance (%):
35.2
How collected:
Tenant survey
TSM number:
CH01 (1)
Tenant Satisfaction Measure:
Stage one complaints: number of stage one complaints (per 1,000 homes) made by tenants in the relevant stock type during the reporting year
Performance (%):
40.3
How collected:
Management information
TSM number:
CH01 (2)
Tenant Satisfaction Measure:
Stage two complaints: number of stage two complaints (per 1,000 homes) made by tenants in the relevant stock type during the reporting year
Performance (%):
4.9
How collected:
Management information
TSM number:
CH02 (1)
Tenant Satisfaction Measure:
Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales
Performance (%):
49.4
How collected:
Management information
TSM number:
CH02 (2)
Tenant Satisfaction Measure:
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales
Performance (%):
92.5
How collected:
Management information

Responsible neighbourhood management

TSM number
Tenant Satisfaction Measure
Performance
How collected
TSM number:
TP10
Tenant Satisfaction Measure:
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained
Performance:
65.4 %
How collected:
Tenant survey
TSM number:
TP11
Tenant Satisfaction Measure:
Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood
Performance:
63.7 %
How collected:
Tenant survey
TSM number:
TP12
Tenant Satisfaction Measure:
Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour
Performance:
55.3 %
How collected:
Tenant survey
TSM number:
NM01 (1)
Tenant Satisfaction Measure:
Number of anti-social behaviour cases, opened per 1,000 homes
Performance:
58.3 cases
How collected:
Management information
TSM number:
NM01 (2)
Tenant Satisfaction Measure:
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes
Performance:
0.5 cases
How collected:
Management information

We continue to look at how well we are doing and what these results mean for us.

We will also be discussing these with tenants at the tenant conference in September.

The results of all social housing providers will be published by the RSH and we will then be able to see how well we are doing compared to others.

Tenant perception measures - summary of approach

The tenant perception satisfaction measures we have published here are based upon the Tenant Satisfaction Measures survey that was conducted for us by Acuity Research and Practice in February and March 2024. The tables below show the approach we used and the number of responses our published tenant satisfaction perception measures are based upon.

º¬Ðß²ÝÉçÇø Homes tenant satisfaction questionnaire 2024 (PDF, 210.63 KB)

Summary of the assessment of representativeness of the sample against the relevant tenant population (including reference to the characteristics against which representativeness has been assessed):

Population

Age group
Number
%
Age group:
0 to 24
Number:
131
%:
2
Age group:
25 to 34
Number:
936
%:
11
Age group:
35 to 44
Number:
1686
%:
21
Age group:
45 to 54
Number:
1661
%:
20
Age group:
55 to 59
Number:
813
%:
10
Age group:
60 to 64
Number:
731
%:
9
Age group:
65 to 74
Number:
1180
%:
14
Age group:
75 to 84
Number:
659
%:
8
Age group:
85+
Number:
332
%:
4
Age group:
No data
Number:
13
%:
0
Age group:
Total
Number:
8141
%:
100

Surveys

Age group
Number
%
Age group:
0 to 24
Number:
26
%:
2
Age group:
25 to 34
Number:
182
%:
11
Age group:
35 to 44
Number:
334
%:
21
Age group:
45 to 54
Number:
350
%:
20
Age group:
55 to 59
Number:
166
%:
10
Age group:
60 to 64
Number:
145
%:
9
Age group:
65 to 74
Number:
251
%:
14
Age group:
75 to 84
Number:
171
%:
8
Age group:
85+
Number:
90
%:
4
Age group:
No data
Number:
1
%:
0
Age group:
Total
Number:
1716
%:
100

How many responses did we receive?

We received 1,716 responses from tenants.

When did the survey take place?

5 February 2024 to 11 March 2024

What methods did we use to gather the responses?

We used a mix of methods - telephone, email and postal.

Sample method used?

We used a random stratified sample with a quota for age.

Was any weighting applied to generate the reported perception measures (by characteristics of the respondent?

No.

Did we use an external contractor to collect, generate, or validate the reported perception measures?

Acuity Research & Practice Ltd. Collecting, generating and validating reported perception measures.
 

Did we exclude any tenant households within the relevant population due to the exceptional circumstances?

No.

Any reasons for any failure to meet the required sample size?

No – we met the required sample size.