Tenant Satisfaction Measures 6 month update

Our bi-annual update of our Tenant Satisfaction Measures (TSMs) reporting.

Welcome to our bi-annual update of our Tenant Satisfaction Measures (TSMs) reporting

We create a detailed annual report for our TSM’s with commentary (full report) and we also update our performance against the TSMs twice a year on this page, where you can see the latest results from all 22 TSMs for the past six months.

We measure our performance against a set of industry-standard metrics introduced by the Regulator for Social Housing in April 2023

It’s important you share your feedback to help us get the best picture of how we’re performing, as this will allow us to improve our services and meet your needs now and in the future. 

The below update show TSM results from: April 2024 to September 2024.

Our next update will show TSM results from: October 2024 to April 2025.

Overall satisfaction

70.2%

Overall satisfaction

Keeping properties in good repair and maintaining building safety

73.8%

Satisfaction with repairs

64.6%

Satisfaction with most recent repair time

71.8%

Satisfaction that the home is well maintained

0.1%

Homes that don't meet the decent Homes Standard

86.7%

Non-emergency repairs completed with target timescales

99.8%

Emergency repairs completed within target timescale

Responsible neighbourhood management

73.8%

Satisfaction that the landlord keeps communal areas clean and well maintained

69.5%

Satisfaction that the landlord makes a positive contribution to neighbourhoods

27.3

Anti-social behaviour cases relative to the size of the landlord per 1000 homes

0.5 of cases involving hate crime incidents per 1000 homes

69.2%

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

Maintaining building safety

79%

Satisfaction that the home is safe

100%

Gas safety checks

99.8%

Fire safety checks

100%

Asbestos surveys

100%

Water safety checks
99.1%

Lift safety checks

Respectful and helpful engagement

63.3%

Listens to tenant views

77.1%

Treats tenants fairly and with respect

71.2%

Keeps tenants informed

Effective handling of complaints

43.7%

Overall satisfaction with handling complaints

60.5

Stage 1

complaints relative to the size of the landlord per 1000 homes

7.6

Stage 2

complaints relative to the size of the landlord per 1000 homes
97.8%

Stage 1

Complaints responded to within complaint handling timescales per 1000 homes
100%

Stage 2

Complaints responded to within complaint handling timescales per 1000 homes