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Wealden District Council > Housing > Council Housing > I’m a Tenant > Regulation of Social Landlords > Tenant Satisfaction Measures

Tenant Satisfaction Measures

Results of Tenant Satisfaction Measures 2024-25

The perception measures results below are for tenants only and not leaseholders or shared owners because we do not meet the threshold of having 1,000+ of these homes. A2 Dominion tenants are also excluded (because we do not own these homes). This is in line with the Regulators requirements which requires landlords to report back where they have 1,000 or more properties of either rented or low cost homeownership.

We have included our results from 23-24 as a comparison. This year in line with the Regulators requirements we have weighted our data to ensure that it is representative of our tenants and where they live – the responses have been weighted by tenants age and ethnicity, stock type (general needs or retirement living) property type and property size. We have also included the unweighted responses. Satisfaction is calculated by totalling up those that responded very satisfied and fairly satisfied or strongly agree and agree.

Measure

TSM Satisfaction Result 2024 – weighted to ensure they are representative of our tenants and the homes they live in[i]

TSM Satisfaction Result 2024 – unweighted

TSM Satisfaction Result 2023 – unweighted (no weighting was carried out in 2023)

TP01 Overall Satisfaction

80.4%

84.5%

84.6%

TP02 Satisfaction with repairs

Of those that had reported a repair:

78.3%

Satisfied

Of those that had reported a repair:

84.3%

Satisfied

70.4% had reported a repair in the past 12 months with

Of these

81.7% Satisfied

TP03 Satisfaction with the time taken to complete most recent repair

Of those that had reported a repair:

76.8% Satisfied

Of those that had reported a repair:

81.5% Satisfied

72% answered that they had reported a repair in the past 12 months with

Of these

80.4% Satisfied[1]

TP04 Satisfaction that the home is well maintained

75.6%

83.2%

80.1%

TP05 Satisfaction that the home is safe

79.1%

85.3%

82.1%

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

65.3%

70.8%

66.3%

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

74.2%

79.6%

76.7%

TP08 Agreement that the landlord treats tenants fairly and with respect

76.5%

79.9%

76.7%

TP09 Satisfaction with the landlord’s approach to handling complaints

Of those that had

made a complaint in the past 12 months

41.1% Satisfied

Of those that had

made a complaint in the past 12 months

43.2% Satisfied

22.9% of respondents had made a complaint in the past 12 months

Of these

44.9% Satisfied

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

Of those respondents that live somewhere with communal areas that the council maintains

Of these

69.7% Satisfied

Of those  respondents that live somewhere with communal areas that the council maintains

Of these

76.4%

Satisfied

41.1% of respondents live somewhere with communal areas that the council maintains

Of these

68.9% Satisfied

TP11 Satisfaction that the landlord makes a positive contribution to neighbourhoods

68.4%

73.4%

49.2%

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

57.8%

62.8%

36.4%

Please not due to rounding up or now each row might not add up to exactly 100%

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.

Property and Other Data

As part of our return to the Regulator for social Housing we have to report back on a number of other measures, the data from which comes for our IT systems.

Property Measures:

RP01-Homes that do not meet the Decent Homes Standard

Results for 24-25

Results for 23-24

Tenants Satisfaction Measure

Proportion of homes that do not meet the Decent Homes Standard

Low Cost Rented Accommodation only.

2.4%

Or 72 of our 3054 rented homes.

6.1%

Or 185 of our 3017 rented homes.

RP02- Repairs completed with target timescale

 

 

Tenant Satisfaction Measure

Proportion of:

1)non-emergency and

2)emergency

responsive repairs completed within the landlord’s target timescale

Low Cost Rented Accommodation only.

1)    92.9%

Or 6666 of our 7175 non-emergency repairs completed on time.

2)    98.6%

Or 958 of our 972 emergency repairs completed on time.

1)    85%

Or 5791 of our 6812 non-emergency repairs completed on time.

2)    97.3%

Or 515 of our 529 emergency repairs completed on time.

BS01- Gas safety checks

 

 

Tenant Satisfaction Measure

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

Low Cost Rented Accommodation and Low Cost Home Ownership combined (excluding 100% shared owners).

100%

All 2612 of our homes with gas have had a gas safety check.

100%

With 2674 of our 3017 homes have gas.

BS02- Fire safety checks

 

 

Tenant Satisfaction Measure

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

Low Cost Rented Accommodation and Low Cost Home Ownership combined (excluding 100% shared owners).

100%

All 1044 of our homes that require a fire risk assessment have had this carried out.

100%

1034 or our homes are accessed via communal areas and as such require a fire risk assessment.

BS03- Asbestos safety checks

 

 

Tenant Satisfaction Measure

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

Low Cost Rented Accommodation and Low Cost Home Ownership combined (excluding 100% shared owners).

100%

Communal areas serving 910 of our homes meet this requirement.

100%

Communal areas serving 910 of our homes meet this requirement.

BS04- Water safety checks

 

 

Tenant Satisfaction Measure

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

Low Cost Rented Accommodation and Low Cost Home Ownership combined (excluding 100% shared owners).

100%

Communal areas serving 910 of our homes meet this requirement.

100%

Communal areas serving 910 of our homes meet this requirement.

BS05- Lift safety checks

 

 

Tenant Satisfaction Measure

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

Low Cost Rented Accommodation and Low Cost Home Ownership combined (excluding 100% shared owners).

100%

We have 409 homes served by a lift all of which are in retirement living.

100%

We have 459 homes served by a lift all of which are in retirement living.

Non-property Measures:

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

Data for 24-25

Data for 23-24

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.

Low Cost Rented Accommodation and Low Cost Home Ownership.

19.1% (60 cases across 3145 homes)

0.3% (1 case out of the 60 involved hate incidents)

18.56 (56 cases across 3017 homes)

0.33 (1 case out the 56 involved hate incidents)

CH01- Complaints Relative to the size of the landlord

 

 

Tenant Satisfaction Measure

Number of:
1. stage one complaints and
2. stage two complaints received per 1,000 homes

Low Cost Rented Accommodation only.

Stage 1: 18.7% – 57 landlord related complaints from 3054 homes.

Stage 2: 4.9% – 15 landlord complaints from 3054 homes.

8.6% – 26 landlord related complaints from 3017 homes.

1.99% 6 of these proceeded to stage 2.

CH02- Complaints responded to within complain Handling code timescales

 

 

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.

Low Cost Rented Accommodation only.

40.4% – 23 out of the 57 stage 1 complaints received were responded to in time (all 23 without the use of the permitted extension).

60% – 9 out of the 15 stage 2 complaints were responded to in time (8 out of the 9 were without the use of a permitted extension).

92.3% – 24 out of the 26 were responded to within the 20 days (includes any that had up to a day 10-day extension)

100% – all 6 were responded to within the 40 days (includes any that had up to a day 20-day extension)