Tenant Satisfaction Measures
Tenant Satisfaction Measures (TSMs) have been introduced by the Regulator of Social Housing to assess how well social housing landlords in England are doing at providing good quality homes and services.
There are 22 TSMs. 12 come from customer surveys and 10 come from information we hold in our systems.
They aim to drive up standards and improve the quality of social housing, ensuring we can be held accountable for the quality of service we provide.
The TSMs focus on the following five key areas:
-
Keeping properties in good repair
-
Maintaining building safety
-
Respectful and helpful engagement
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Effective handling of complaints
-
Responsible neighbourhood management
How do we use the findings?
We have been monitoring similar measures for several years. This helps us to understand what matters most to customers, where we are doing things well, and where we need to improve. The findings help to shape our improvement plans for the year ahead.
Now that the Regulator of Social Housing requires all social landlords to collect this information, we will be able to compare our performance to other similar landlords once the Regulator publishes this information later in 2024.
We will also look at trends in our own performance year on year once we have another year of data available.
We will publish our findings, the actions we are taking in response and the outcomes from this survey online and in our tenant newsletter.
How are we performing?
Whilst the Regulator only requires us to publish this information annually, feedback from our customers is that it is important that we share information more frequently. We will update this information at least every six months. Where benchmark data is available, we will publish this so that you can see how we compare to other social landlords.
Year-end TSM results 2023/2024 (April 2023-March 2024).
The below table outlines the satisfaction results from residents living in Low-Cost Rental Accommodation only (LCRA). LCRA includes general needs, supported housing, Housing for Older People, intermediate rent and temporary social housing.
Benchmark data is from the HouseMark year-end Tenant Satisfaction Measures report and is based on Low-Cost Rental Accommodation only, there is none available for Low-Cost Home Ownership. HouseMark collected data from 221 English landlords choosing to submit year-end TSM results for the period April 2023 to March 2024. This included 118 Housing Associations and 103 Local Authorities.
|
TSM satisfaction measure |
Target 2023/2024 |
National Median 2023/2024 |
April-September 2023 |
Year-end performance 2023/2024 |
Performance against target |
|
Overall satisfaction |
70% |
69.4% |
72.8% |
71.5% |
In target
|
|
Satisfaction with repairs |
80% |
70.4% |
74.8% |
71.8% |
Out of target |
|
Satisfaction with time taken to complete most recent repair. |
80% |
66.4% |
71.9% |
67.3% |
Out of target |
|
Satisfaction that the home is well maintained . |
75% |
69.4% |
73.0% |
69.5% |
Near target |
|
Satisfaction that the home is safe. |
85% |
76.1% |
81.2% |
77.3% |
Near target |
|
Satisfaction that the landlord listens to tenant views and acts upon them. |
65% |
58.9% |
60.7% |
62.8% |
Near target |
|
Satisfaction landlord keeps tenants informed about things that matter to them. |
70% |
69.5% |
66.5% |
67.2% |
Near target |
|
Agreement that the landlord treats tenants fairly and with respect |
80% |
76.3% |
75.8% |
75.9% |
Near target |
|
Satisfaction with landlords approach to complaints handling. |
40% |
33.8% |
34.1% |
38.8% |
Near target |
|
Satisfaction that the landlord keeps communal areas clean and well maintained . |
70% |
65.5% |
63.2% |
65.4% |
Near target |
|
Satisfaction that the landlord makes a positive contribution to the neighbourhood. |
60% |
62.5% |
61.3% |
59.4% |
Near target |
|
Satisfaction with the landlords approach to handling ASB. |
60% |
57.0% |
61.1% |
60.6% |
In target
|
Year-end TSM results 2023/2024 (April 2023-March 2024) – Low-Cost Home Ownership
The below table outlines the satisfaction results from residents living in Low-Cost Home Ownership only (LCHO). LCHO includes shared ownership properties (which have not been fully staircased ) . There are no mid-year benchmarking figures available.
|
TSM satisfaction measure |
Target 2023/2024 |
April-September 2023 |
Year-end performance 2023/2024 |
Performance against target |
|
Overall satisfaction |
70% |
42.4% |
42.0% |
Out of target |
|
Satisfaction that the home is safe. |
85% |
61.8% |
64.0% |
Out of target |
|
Satisfaction that the landlord listens to tenant views and acts upon them. |
65% |
33.6% |
35.2% |
Out of target |
|
Satisfaction landlord keeps tenants informed about things that matter to them. |
70% |
51.7% |
50.9% |
Out of target |
|
Agreement that the landlord treats tenants fairly and with respect |
80% |
46.7% |
45.6% |
Out of target |
|
Satisfaction with landlords approach to complaints handling. |
40% |
16.7% |
14.9% |
Out of target |
|
Satisfaction that the landlord keeps communal areas clean and well maintained . |
70% |
59.3% |
61.5% |
Out of target |
|
Satisfaction that the landlord makes a positive contribution to the neighbourhood. |
60% |
33.7% |
35.1% |
Out of target |
|
Satisfaction with the landlords approach to handling ASB. |
60% |
35.9% |
44.6% |
Out of target |
Year-end TSM Management Information results 2023/2024 (April 2023-March 2024).
These are the 10 metrics that come from our systems rather than through a satisfaction survey.
|
TSM Management Information |
Target 2023/2024 |
National Median 2023/2024 |
April-September 2023 |
Year-end performance 2023/2024 |
Performance against target |
|
% of homes that have all the necessary gas safety checks (LCRA/LCHO combined) |
100% |
99.97% |
100% |
100% |
In target |
|
% of homes in buildings that have all the necessary fire risks assessments (LCRA/LCHO combined) |
100% |
100% |
98.9% |
97.1%
|
Near target |
|
% of homes in buildings that have asbestos management surveys or re-inspections (LCRA/LCHO combined) |
100% |
100% |
99.8% |
100% |
In target
|
|
% of homes that have had all the necessary legionella risk assessments (LCRA/LCHO combined) |
100% |
100% |
74.0% |
100% |
In target |
|
% of homes in buildings where communal passenger lifts have necessary safety checks (LCRA/LCHO combined) |
100% |
100% |
99.3% |
97.4% |
Near target |
|
Number of stage 1 complaints received per 1000 homes (LCRA only) |
NA |
39.7 |
21.2 |
59.6 |
NA |
|
Number of stage 2 complaints received per 1000 homes (LCRA only) |
NA |
5.3 |
2.4 |
9.8 |
NA |
|
Stage 1 complaints responded to within the Housing Ombudsman’s timescales (LCRA only) |
95% |
85% |
98.4% |
97.3% |
In target
|
|
Stage 2 complaints responded to within the Housing Ombudsman’s timescales (LCRA only) |
90% |
83.3% |
92.3% |
96.3% |
In target
|
|
Number of stage 1 complaints received per 1000 homes (LCHO only) |
NA |
NA |
18.0 |
43.8 |
NA |
|
Number of stage 2 complaints received per 1000 homes (LCHO only) |
NA |
NA |
8.5 |
15.2 |
NA |
|
Stage 1 complaints responded to within the Housing Ombudsman’s timescales (LCHO only) |
95% |
NA |
100% |
91.8% |
Near target |
|
Stage 2 complaints responded to within the Housing Ombudsman’s timescales (LCHO only) |
90% |
NA |
81.8% |
94.1% |
In target |
|
Anti-social behaviour cases relative to the size of the landlord (LCRA/LCHO combined) |
NA |
38.6 |
24.7 |
22. 8 |
NA |
|
Anti-social behaviour cases that involved hate incidents relative to the size of the landlord (LCRA/LCHO combined) |
NA |
0. 7 |
0.1 |
0.2 |
NA |
|
RP02-1: Non-Emergency repairs completed within target timescale (LCRA) |
100% |
81.5% |
97.1% |
95.1% |
Near target
|
|
RP02-2: Emergency repairs completed within target timescales (LCRA) |
100% |
9 4.8% |
98.8% |
98.3% |
Near target
|
|
Homes that do not meet the Decent Homes Standard (LCRA) |
0% |
0.31% |
NA (Annual Measure) |
0.02% |
Near target
|
We publish outcomes and changes made to our service so that you can see how your views count. Please click here for more information: Customer Feedback - You said, We did
If you would like to find out more about the TSMs or comment on our performance you can do so here: info@regenda.org.uk