Results of Tenant Satisfaction Measures 23-24
The perception measures results below are for tenants only and not leaseholders or shared owners, A2 Dominion tenants are also excluded. This is in line with the Regulators requirements.
We have added in detail of the only comparison data currently available, which is the Housemark data collected halfway through the financial year 2023/24. Once the Regulator publishes national data, we will update this comparison data.
The satisfaction result includes those that have answered very or fairly satisfied and the negative response rate those that answered very or fairly dissatisfied. Neutral response rate is those that answered neither satisfied or dissatisfied or where they answered don’t know.
Measure | TSM Satisfaction Result 2023 | Neutral response rate | Negative response rate | How do we compare? Housemark mid-year 2023-24 median results |
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TP01 Overall Satisfaction | 84.6% | 6.4% | 9% | 79.3% |
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TP02 Satisfaction with repairs | 70.4% had reported a repair in the past 12 months with
81.7% satisfied |
6.6% |
11.6%
| 80% |
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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% |
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TP04 Satisfaction that the home is well maintained | 80.1% | 9.7% | 10.2% | 72% |
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TP05 Satisfaction that the home is safe | 82.1% | 8.2% | 9.8% | 82.9% |
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TP06 Satisfaction that the landlord listens to the tenant views and acts upon them | 66.3% | 18.7% | 15.1% | 64.2% |
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TP07 Satisfaction that the landlord keeps tenants informed about things that matter to them | 76.7% | 16.5% | 6.8% | 75% |
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TP08 Agreement that the landlord treats tenants fairly and with respect | 76.7% | 15.5% | 7.7% | 82.5% |
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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% |
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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% |
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TP11 Satisfaction that the landlord makes a positive contribution to neighbourhoods | 49.2% | 40.1% | 10.7% | 62.6% |
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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.