Annual Report To Tenants and Leaseholders
Service Commitments
Our Service Commitments – Local Offers
Performance
Within the service we collect a large range of statistical information known as performance data. This allows us to measure how well we are doing in delivering different elements of the service and allows us to compare this over a quarterly or on an annual basis. We also compare our performance against other social landlords, this is known as benchmarking. This information is used to highlight any areas of concern or indeed areas where we are doing particularly well, For areas of concern officers will take responsibility for exploring what can be done to improve things, this could include research, talking to other high-performing landlords, setting up project groups or other measures. View further information on how we are doing.
Tenant Satisfaction Measures Survey
You may recall that last summer we sent you a survey called the Tenant Satisfaction Measures Survey. This is a new perception survey introduced by the Regulator for Social Housing. We are only required to survey tenants of the council as our numbers of leaseholders and shared owners are very low. We did survey leaseholders, but the results below are for tenants only.
|
Measure |
TSM Satisfaction Result 2023 |
Neutral response rate |
Negative response rate |
How do we compare? Housemark mid-year 2023-24 median results |
|
TP01 Overall Satisfaction |
84.6% |
6.4% |
9% |
79.3% |
|
TP02 Satisfaction with repairs |
70.4% had reported a repair in the past 12 months with 81.7% satisfied |
6.6% |
11.6% |
80% |
|
TP03 Satisfaction with the time taken to complete most recent repair |
72% answered that they had reported a repair in the past 12 months with 80.4% satisfied[1] |
6.2% |
13.4% |
75.8% |
|
TP04 Satisfaction that the home is well maintained |
80.1% |
9.7% |
10.2% |
72% |
|
TP05 Satisfaction that the home is safe |
82.1% |
8.2% |
9.8% |
82.9% |
|
TP06 Satisfaction that the landlord listens to the tenant views and acts upon them |
66.3% |
18.7% |
15.1% |
64.2% |
|
TP07 Satisfaction that the landlord keeps tenants informed about things that matter to them |
76.7% |
16.5% |
6.8% |
75% |
|
TP08 Agreement that the landlord treats tenants fairly and with respect |
76.7% |
15.5% |
7.7% |
82.5% |
|
TP09 Satisfaction with the landlord’s approach to handling complaints |
22.9% had made a complaint in the past 12 months 44.9% |
23.9% |
31.2% |
55.9% |
|
TP10 Satisfaction that the landlord keeps communal areas clean and well maintained |
41.1% of respondents live somewhere with communal areas that the council maintains 68.9% |
12.7% |
18.4% |
68% |
|
TP11 Satisfaction that the landlord makes a positive contribution to neighbourhoods |
49.2% |
40.1% |
10.7% |
62.6% |
|
TP12 Satisfaction with the landlord’s approach to handling anti-social behaviour |
36.4% |
48.4% |
15.2% |
60.4% |
[1] It is worth noting that although only 502 respondents had reported a repair the past 12 months as indicated in TP02 542 answered this question.
The return that we have to do for the Regulator for Social Housing also includes a data element looking at repairs, complaints, anti-social behaviour and compliance with things like fire safety, lift checks, asbestos and legionella. These figures are not yet available and will be published in the next edition of Threshold. We will also be publishing a full report of the results including a detailed breakdown of the results above.