Housing Performance
Tenant Satisfaction Measures (TSMs)
On 1 April 2023 the government introduced new Tenant Satisfaction Measures (TSMs) which are designed to assess and monitor how well landlords are doing in providing good quality homes and services, and to gather information on how and where those services can be improved.
The introduction of Tenant Satisfaction Measures require us to:
- Collect and report performance against the Tenant Satisfaction Measures
- Annually submit our performance against the Tenant Satisfaction Measures to the Regulator of Social Housing
- Annually publish our performance against the Tenant Satisfaction Measures including how we meet the regulator’s requirements
Tenant Perception Survey
12 of the 22 TSMs are tenant perception measures collected through tenant perception surveys, carried out periodically, providing a snapshot of tenant’s general views of landlord performance.
We undertook a tenant perception survey from May 2023 to March 2024.
A copy of the tenant perception survey used in 2023-24 can be found below:
Tenant Perception Survey 2023-24 (Word Document, 1.82 Mb)
Health and Safety Compliance
The TSM measures also show how we meet the health and safety requirements that need to be in place to ensure we keep out tenants homes safe.
Summary of Approach
We used a census approach to achieve the a total of 311 survey responses, we started carrying out the TSM survey in May 2023 and continued on a rolling basis.
We invited tenants to complete the survey through our website, by contacting tenants that are subscribed to our email subscription service, and through our tenant & leaseholder forums.
We used various methods to obtain our survey responses these methods included by telephone, internet, face-to-face, postal, and other (email).
We set out to capture responses relevant to our tenant population based on specific characteristics. The table below shows the survey responses obtained against these characteristics:
| Characteristics | Relevant tenant population (% total) | Total survey responses (% total) |
|---|---|---|
|
Housing type |
||
|
General needs housing |
85% |
79.2% |
|
Sheltered housing |
15% |
20.8% |
|
Building type / Property size |
||
|
Flat / maisonette |
45% |
49.3% |
|
House / bungalow |
55% |
50.7% |
|
Ward |
||
|
Wigston |
63% |
60.4% |
|
South Wigston |
15% |
19.8% |
|
Oadby |
22% |
19.8% |
Tenant Satisfaction Measure Results
| Ref | Tenant Satisfaction Measure | Outturn 2023/24 |
|---|---|---|
|
BS01 |
Proportion of homes for which all required gas safety checks have been carried out |
99.9% |
|
BS02 |
Proportion of homes for which all required fire risk assessments have been carried out |
100% |
|
BS03 |
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out |
94.3% |
|
BS04 |
Proportion of homes for which all required legionella risk assessments have been carried out |
100% |
|
BS05 |
Proportion of homes for which all required communal passenger lift safety checks have been carried out |
100% |
|
NM01 (1) |
Number of anti-social behaviour cases, opened per 1,000 homes |
41.4 |
|
NM01 (2) |
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes |
0 |
|
RP01 |
Proportion of homes that do not meet the Decent Homes Standard |
12.6% |
|
RP02 (1) |
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale |
67% |
|
RP02 (2) |
Proportion of emergency responsive repairs completed within the landlord’s target timescale |
90.5% |
|
CH01 (1) |
Number of stage one complaints received per 1,000 homes |
23.6 |
|
CH01 (2) |
Number of stage two complaints received per 1,000 homes |
5.9 |
|
CH02 (1) |
Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales |
85.7% |
|
CH02 (2) |
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales |
85.7% |
|
TP01 |
Proportion of respondents who report that they are satisfied with the overall service from their landlord |
79.7% |
|
TP02 |
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repair service |
85.5% |
|
TP03 |
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair |
80.4% |
|
TP04 |
Proportion of respondents who report that they are satisfied that their home is well maintained |
79.4% |
|
TP05 |
Proportion of respondents who report that they are satisfied that their home is safe |
78.3% |
|
TP06 |
Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them |
72.1% |
|
TP07 |
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them |
75.8% |
|
TP08 |
Proportion of respondents who report that they agree their landlord treats them fairly and with respect |
87.2% |
|
TP09 |
Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling |
38.5% |
|
TP10 |
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained |
54.1% |
|
TP11 |
Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood |
70.5% |
|
TP12 |
Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour |
60.3% |
Last updated: Monday, 23 September 2024 11:44 am