Tenant Satisfaction Measures method Survey

Measure

TSM Satisfaction Result 2024

Weighted %

TSM Satisfaction Result 2024

Unweighted %

Sample size achieved – unweighted

Sample method including any exclusions

Survey sent out & Incentives

Collection method & use of contractors

Representativeness of the data/

Weightings and accuracy

With an overall total of 602 tenant responses to the survey, with 2969 sent out an accuracy of 3.57% at a 95% confidence rate is achieved[1].

TP01 Overall Satisfaction

83.2

85.9

597

Census – all rented households.

No households excluded due to exceptional circumstances.

July 2025

1 x £100 prize draw offered for completion of the TSM perception survey regardless of how the household responded (whether online or via post).

Online and Postal.

Completed 

in-house, with no contractors used.

The data was weighted by five characteristics to ensure that it was representative of our tenants and the homes in which they live:

·       Respondents age

·       Respondents’ ethnicity

·       Building type (General needs, temporary accommodation or Retirement Living)

·       Stock type (flat/house/bungalow)

·       Property size

Below shows the profile of our tenants and homes. Respondent data was weighted to ensure the results of respondents accurately reflect those of our whole tenant and homes profile (see full report for more information)

TP02 Satisfaction with repairs

87

88.6

454 (had reported a repair in the previous 12 months so provided a satisfaction rating)

TP03 Satisfaction with the time taken to complete most recent repair

83.9

85.5

448 (had reported a repair in the previous 12 months so provided a satisfaction rating)

TP04 Satisfaction that the home is well maintained

80.7

85.3

599

TP05 Satisfaction that the home is safe

83.9

87.1

597

TP06 Satisfaction that the landlord listens to the tenant views and acts upon them

67.4

71.1

554

TP07 Satisfaction that the landlord keeps tenants informed about things that matter to them

78.9

81

579

TP08 Agreement that the landlord treats tenants fairly and with respect

80.6

82.8

593

TP09 Satisfaction with the landlord’s approach to handling complaints

30.2

32

100 (had reported a complaint in the previous 12 months so provided a satisfaction rating)

TP10 Satisfaction that the landlord keeps communal areas clean and well maintained

70.7

74.1

271 (live in a building with communal areas so provided a satisfaction rating)

TP11 Satisfaction that the landlord makes a positive contribution to neighbour-hoods

68.6

71.6

419

TP12 Satisfaction with the landlord’s approach to handling anti-social behaviour

61.8

65.2

353

CH01- Complaints relative to the size of the landlord

Calculations

Tenant Satisfaction Measure

Number of:

1.     stage one complaints and

2.     stage two complaints

 received per 1,000 homes:

TSM calculation

The two metrics to be reported must be calculated as follows:

1.     Stage 1 complaints

A)    Number of stage one complaints made by tenants in the relevant stock type during the reporting year

Divided by

B)    Number of dwelling units owned of the relevant stock type at year end.

Multiplied by 1000

2.     Stage 2 complaints

A)    Number of stage two complaints made by tenants in the relevant stock type during the reporting year.

Divided by

B)    Number of dwelling units owned of the relevant stock type at year end.

Multiplied by 1000

44 complaints divided by 3045 properties x 1,000 = 14.49

12 complaints divided by 3045 properties x 1,000 = 3.94%

Stock types included

Low cost rented accommodation

Further requirements

Using the definition of ‘complaint’ as set out in the Housing Ombudsman’s Complaint Handling Code, together with stage one’ and ‘stage two’ meaning.

CH02- Complaints responded to within complain Handling code timescales

Calculations

Tenant Satisfaction Measure

Proportion of:

1)    stage one complaints responded to and

2)    stage two complaints responded to

within the Housing Ombudsman’s Complaint Handling Code timescales.

TSM calculation

The two metrics to be reported must be calculated as follows:

1)    Stage 1 complaints response time

A)    Number of stage one complaints made by tenants during the reporting year for the relevant stock type that were responded to within the Housing Ombudsman’s Complaint Handling Code timescale.

Divided by

B)    Number of stage one complaints made by tenants in the relevant stock type during the reporting year.

Multiplied by 100

2)    Stage 2 complaints response time

A)    Number of stage two complaints made by tenants during the reporting year for the relevant stock type that were responded to within the Housing Ombudsman’s Complaint Handling Code timescale

Divided by

B)    Number of stage two complaints made by tenants in the relevant stock type during the reporting year.

Multiplied by 100

40 on time divided by 44 stage 1 complaints x 100 = 90.90%

10 on time divided by 12 stage 2 complaints x 100 = 83.33% 

Stock types included

For low cost rented accommodation

Further requirements

Using the definition of ‘complaint’ as set out in the Housing Ombudsman’s Complaint Handling Code, together with stage one’ and ‘stage two’ meaning and maximum timescales.

NM01- Anti-social behaviour cases relative to the size of the landlord

Calculations

Tenant Satisfaction Measure

Number of:

1)    anti-social behaviour cases, of which

2)    anti-social behaviour cases that involve hate incidents

 opened per 1,000 homes.

TSM calculation

The two metrics to be reported must be calculated as follows:

1)    Anti-social behaviour cases

A)    Total number of anti-social behaviour cases opened by or on behalf of the provider during the reporting year (including any ASB cases that involve hate incidents).

Divided by

B)    Number of dwelling units owned of the relevant social housing stock at year end.

Multiplied by 1000

2)    Anti-social behaviour cases that involve hate incidents

A)    Number of anti-social behaviour cases (as reported in part 1) that involve hate incidents opened by or on behalf of the provider during the reporting year.

Divided by

B)    B) Number of dwelling units owned of the relevant social housing stock at year end.

Multiplied by 1000

78 cases divided by 3129 properties (rented and S/o of which 3045 rented and 84 s/o) x 1,000 = 24.93%

1 case involved hate divided by 3129 properties x 1,000 = 0.32%   

Stock types included

Low cost rented accommodation and low cost homeownership  (combined).

Further requirements

An ASB case can be in response to a single report or multiple reports about the same party made whilst a case is still ongoing. Once a case is resolved if a further report/s of ASB is received, this is treated as a new case.

The definition of anti-social behaviour is as per the Anti-Social Behaviour, Crime and Policing Act 2014. For the purposes of calculating this TSM, a ‘hate incident’ is any incident which is perceived by the victim or any other person, to be motivated by hostility or prejudice, based on a person’s disability or perceived disability; race or perceived race; or religion or perceived religion; or sexual orientation or perceived sexual orientation or transgender identity or perceived transgender identity.

As a Local authority registered provider only ASB cases where we have undertaken activity in our capacity as a registered provider of social housing in response to a report of ASB are included.

RP01-Homes that do not meet the Decent Homes Standard

Calculations

Tenants Satisfaction Measure

Proportion of homes that do not meet the Decent Homes Standard

TSM calculation

A.    Number of dwelling units owned to which the Decent Homes Standard applied which failed the Decent Homes Standard at year end.

Divided by

B.    Number of dwelling units owned to which the Decent Homes Standard applied at year end.

Multiplied by 100

71 failed to meet DHS divided by

3025 to which the properties applied x 1,00 = 2.34%  

Stock types included

Low cost tented accommodation.

Further requirements

Using the Decent Homes Standard Guidance published by the Government to determine whether a dwelling unit meets this Standard.

RP02- Repairs completed with target timescale

Calculations

Tenant Satisfaction Measure

Proportion of:

1)non-emergency and

2)emergency

responsive repairs completed within the landlord’s target timescale

TSM calculation

The two metrics to be reported must be calculated as follows:

1.     Non-emergency repairs

A)    Number of non-emergency responsive repairs completed within the provider’s target timescale during the reporting year.

Divided by

B)    Number of non-emergency responsive repairs completed during the reporting year.

Multiplied by 100

2.     Emergency repairs

A)    Number of emergency responsive repairs completed within the provider’s target timescale during the reporting year.

Divided by

B)    Number of emergency responsive repairs completed during the reporting year.

Multiplied by 100

Providers must report the target timescales for completing (both emergency and non-emergency) responsive repairs used to generate this TSM.

7438 responsive repairs on time divided by 8410 responsive repairs raised x 100 = 88.44%

1200 emergency repairs on time divided by 1210 emergency repairs raised = 99.17%

Stock types included

Low cost rented accommodation

Further information

The completion time for each repair is measured by the end-to end time, from the date that the repair was first brought to our attention by the tenant (or other party) until the date that the repair was completed, as confirmed by the contractor/operative.

Due to different target timescales for non-emergency repairs we have combined the results proportionally to generate the non-emergency repairs TSM figure against the target timescale pertaining to it (as per the guidance)

BS01- Gas safety checks

Tenant Satisfaction Measure

Proportion of homes for which all required gas safety checks have been carried out.

TSM calculation

A.    Number of dwelling units owned for which all required gas safety checks were carried out and recorded as at year end.

Divided by

B.    Number of dwelling units owned for which gas safety checks were required to have been carried out as at year end.

Multiplied by 100

2585     gas safety checks carried out divided by 2586 properties due a check x 100 = 99.96%

Stock types included

Low cost rented accommodation and low-cost homeownership and all such units served by communal or other relevant parts that require gas safety checks.

Further requirements

Gas safety checks relating to a dwelling unit include all checks required both inside the dwelling and on any communal or relevant part that serves the dwelling.

As per the technical guidance – excludes carrying out of remedial actions for this measure.

BS02- Fire safety checks

Calculations

Tenant Satisfaction Measure

Proportion of homes for which all required fire risk assessments have been carried out.

TSM calculation

A.    Number of dwelling units owned within properties that required an FRA for which all required FRAs were carried out and recorded as at year end.

Divided by

B.    Number of dwelling units owned within properties for which an FRA was required to have been carried out as at year end.

Multiplied by 100

1027 units due a FRA divided by 1027 FRA completed x 100 = 100%

Stock types included

Low cost rented accommodation and low-cost homeownership.

Further requirements

This includes statutory obligations for keeping FRAs up-to-date through interim reviews, but not the completion of remedial actions that may be identified in FRAs.

A ‘property’ in this context means a building that requires an FRA – this is typically a building with two or more dwelling units and at least one communal part (e.g. a tower block). All communal parts (e.g. lifts, stairwells etc.) and other relevant parts of the property (e.g. storage rooms, external wall systems, balconies and flat front doors etc.) which are required to be included within the scope of FRAs must be covered. If multiple FRAs were required for a property, then all these FRAs were carried out in order to report compliance for the dwelling units within this property. Noting that  dwelling units are not double counted in either part A or B of the TSM calculation. Any vacant LCRA or LCHO dwelling units within each property were included within the calculation of this TSM.

BS03- Asbestos safety checks

Tenant Satisfaction Measure

Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out.

TSM calculation

A.    Number of dwelling units owned within properties that required an asbestos management survey or re-inspection for which all required asbestos management surveys or re-inspections were carried out and recorded as at year end.

Divided by

B.    Number of dwelling units owned within properties for which an asbestos management survey or re-inspection was required to have been carried out as at year end.

Multiply by 100

895         dwellings required a survey divided by 895 surveys completed x 100 = 100%

Stock types included

Low cost rented accommodation and low-cost homeownership.

Further requirements

We have ensured that all statutory obligations in relation to carrying out asbestos management surveys or re-inspections for a particular property are met, and that these were appropriately recorded.

BS04- Water safety checks

Tenant Satisfaction Measure

Proportion of homes for which all required legionella risk assessments have been carried out.

TSM calculation

A.    Number of dwelling units owned for which all required legionella risk assessments (LRAs) were carried out and recorded as at year end.

Divided by

B.    Number of dwelling units owned for which an LRA was required to have been carried out as at year end.

Multiply by 100

456 dwellings required a LRA divided by 456 LRA completed x 100 = 100%

Stock types included

Low cost rented accommodation and low cost homeownership

Further requirements

LRAs relating to a dwelling unit include all LRAs or re-inspections required both within the dwelling and on any communal or other relevant parts of the property that serve the dwelling. This includes hot and cold water systems which serve dwelling, whether or not such systems are communal, or only serve the dwelling. For example, if an LRA is required on a communal water tank that serves a number of relevant dwelling units, then we have ensured that this LRA is carried so we can report that all required LRAs have been carried out for these dwelling units.

BS05- Lift safety checks

Calculations

Tenant Satisfaction Measure

Proportion of homes for which all required communal passenger lift safety checks have been carried out.

TSM calculation

A.    Number of dwelling units owned within properties with communal passenger lifts for which all Lifting Operations and Lifting Equipment Regulations (LOLER) inspection reports were carried out and recorded as at year end.

Divided by

B.    Number of dwelling units owned within properties with communal passenger lifts as at year end.

Multiplied by 100

393 dwellings served by a communal lift Divide by 393 LOLER x 100 = 100%

Stock types included

Low cost rented accommodation and low cost homeownership

Further requirements

For this TSM, this means all such units within a property with one or more communal passenger lifts.

‘LOLER’ refers to the Lifting Operations and Lifting Equipment Regulations 1998. For the purposes of this TSM, carrying out a LOLER inspection report for a communal passenger lift means meeting the requirements of LOLER in relation to examinations and inspections as if the lift were subject to those requirements.

A communal passenger lift within a property is a lift provided for use of the occupants of a dwelling unit in common with the occupants of at least one other unit in the property.