Customer feedback is extremely important to us. It lets us know what we are doing well, along with where and how we can improve. The Regulator of Social Housing introduced Tenant Satisfaction Measures (TSMs) to see how well landlords like us are delivering quality homes and a good customer service.
Customer feedback is extremely important to us. It lets us know what we are doing well, along with where and how we can improve. The Regulator of Social Housing introduced Tenant Satisfaction Measures (TSMs) to see how well landlords like us are delivering quality homes and a good customer service.
The TSMs focus on five key themes:
- Keeping properties in good repair
- Maintaining building safety
- Respectful and helpful engagement
- Effective handling of complaints
- Responsible neighbourhood management
How did we collect the information?
There are 22 TSM measures and 10 come from information we hold in our systems on our day-to-day work. The other 12 come directly from an annual survey. 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.
Tenant Satisfaction Measures Results
Tenant Perception Surveys
96%
Overall satisfaction
86%
Satisfaction with repairs
89%
Satisfaction with time taken to complete most recent repair
90%
Satisfaction that the home is well maintained
94%
Satisfaction that the home is safe
80%
Satisfaction that the landlord listens to tenant views and acts upon them
87%
Satisfaction that the landlord keeps tenants informed about things that matter to them
82%
Agreement that the landlord treats tenants fairly and with respect
71%
Satisfaction with the landlord’s approach to handling complaints
87%
Satisfaction that the landlord keeps communal areas clean and well maintained
87%
Satisfaction that the landlord makes a positive contribution to neighbourhoods
88%
Satisfaction with the landlord’s approach to handling anti-social behaviour
Management Information
11.90%
Complaints relative to the size of the landlord
100%
Complaints responded to within Complaint Handling Code timescales
29.76%
Anti-social behaviour cases relative to the size of the landlord
100%
Homes that meet the Decent Homes Standard
68.42%
Repairs completed within target timescale (Emergency)
78.08%
Repairs completed within target timescale (Non Emergency)
100%
Gas safety checks
100%
Fire safety checks
55.15%
Asbestos safety checks
100%
Water safety checks
100%
Lift safety checks
Reference Source: Tenant Satisfaction Measures Recommendation: The Board note the report.