Housing Performance

Tenant satisfaction measures (TSM's)

On 1 April 2023 the government introduced new Tenant Satisfaction Measures (TSMs) which are designed to assess and monitor how well landlords are doing in providing good quality homes and services, and to gather information on how and where those services can be improved

The introduction of Tenant Satisfaction Measures require us to:

  • Collect and report performance against the Tenant Satisfaction Measures
  • Annually submit our performance against the Tenant Satisfaction Measures to the Regulator of Social Housing
  • Annually publish our performance against the Tenant Satisfaction Measures including how we meet the regulator's requirements

Tenant Perception Survey

12 of the 22 TSMs are tenant perception measures collected through tenant perception surveys, carried out periodically, providing a snapshot of tenants’ general views of landlord performance

An independent tenant perception survey was undertaken on our behalf, in November 2023, by an external company called Service Insights Limited and Housemark

Health and Safety Compliance

The TSM measures also show how we meet the health and safety requirements that need to be in place to ensure we keep our tenants homes safe.

Tenant Satisfaction Measure Results

Ref TSM Outturn 2023/24
BS01 Proportion of homes for which all required gas safety checks have been carried out. 100%
BS02 Proportion of homes for which all required fire risk assessments have been carried out. 100%
BS03 Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. 100%
BS04 Proportion of homes for which all required legionella risk assessments have been carried out. 100%
BS05 Proportion of homes for which all required communal passenger lift safety checks have been carried out. 100%
NM01 (1) Number of anti-social behaviour cases, opened per 1,000 homes. 76.5
NM01 (2) Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes 0
RP01 Proportion of homes that do not meet the Decent Homes Standard. 11.0%
RP02 (1) Proportion of non-emergency responsive repairs completed within the landlord’s target timescale. 73.5%
RP02 (2) Proportion of emergency responsive repairs completed within the landlord’s target timescale. 94.1%
CH01 (1) Number of stage one complaints received per 1,000 homes. 36.6
CH01 (2) Number of stage two complaints received per 1,000 homes. 4.1
CH02 (1) Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales 50.6%
CH02 (2) Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales 80.7%
P01 Proportion of respondents who report that they are satisfied with the overall service from their landlord. 60.7%
TP02 Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service. 64.2%
TP03 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. 56.5%
TP04 Proportion of respondents who report that they are satisfied that their home is well maintained. 60.7%
TP05 Proportion of respondents who report that they are satisfied that their home is safe. 69.9%
TP06 Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. 49.6%
TP07 Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. 54.1%
TP08 Proportion of respondents who report that they agree their landlord treats them fairly and with respect 72.3%
TP09 Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling. 24.6%
TP10 Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. 59.0%
TP11 Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. 50.9%
TP12 Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour. 42.9%