Tenant Satisfaction Measures
All social housing providers are regulated by the Regulator of Social Housing. They have set 22 measures that all providers must measure and publish annually. These are called Tenant Satisfaction Measures.
Some of these are data that we measure and provide (10 landlord management information measures), and others are captured by surveying residents (12 tenant perception measures).
A landlord of our size, and our number of homes, only needs to survey and report on these measures for residents in "Low Cost Rental Accommodation" - tenants.
We use our Residents Annual Report to share these measures with you, alongside other information, and our aims for next year.
Below we've compiled all of these measures, how they're measured, and the results - as well as linking you to where we talk about this measure in the main body of this report. This means that if you would like to see all of these results in one place, or want to understand how we measured them, you can do so here.
We try to survey all eligible tenants once a year. We'll try to phone you twice (leaving a message if we can), and if we don't get through to you we'll send you a text message with a link to our survey.
Please do take a few minutes to complete the survey, as it helps us to know what's going well, and where we need to do better.
Overall satisfaction
TP01: Overall satisfaction
Measured by: tenant perception survey
All tenant perception surveys must include this question:
Taking everything into account, how satisfied or dissatisfied are you with the service provided by your landlord?
This year we scored 59.5%
Keeping properties in good repair
TP02: Satisfaction with repairs
Measured by: tenant perception survey
All tenant perception surveys must include this question:
Has your landlord carried out a repair to your home in the last 12 months?
If yes, how satisfied or dissatisfied are you with the overall repairs service from your landlord over the last 12 months?
This measure will be based on the percentage of tenants who say they are satisfied.
This year we scored 44.8%
TP03: Satisfaction with time taken to complete most recent repair
Measured by: tenant perception survey
All tenant perception surveys must include this question:
Has your landlord carried out a repair to your home in the last 12 months?
If yes, how satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it?
This measure will be based on the percentage of tenants who say they are satisfied.
This year we scored 44.5%
TP04: Satisfaction that the home is well-maintained
Measured by a tenant perception survey
All tenant perception surveys must include this question:
How satisfied or dissatisfied are you that your landlord provides a home that is well-maintained?
This measure will be based on the percentage of tenants who say they are satisfied.
This year we scored 51.3%
RP01: Homes that do not meet the Decent Homes Standard
Measured by: landlords’ management information
This measure will be based on the percentage of a landlord’s homes that do not meet the Decent Homes Standard. This is a government document describing conditions that social homes should meet.
This year we scored 1.0%
RP02: Repairs completed within target timescale
Measured by: landlords’ management information
This measure will be based on the percentage of repairs the landlord has done within the target time they have set for themselves. As part of this measure, landlords will have to make these target times public.
This will measure both emergency and non-emergency repairs requested by tenants. Repairs planned by the landlord will not be included.
This year we scored 76.3% (routine repairs) and 90.2% (emergency repairs).
Maintaining building safety
TP05: Satisfaction that the home is safe
Measured by: tenant perception survey
All tenant perception surveys must include this question:
Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that your landlord provides a home that is safe?
This measure will be based on the percentage of tenants who say they are satisfied.
This year we scored 58.5%
Safety checks
The following five measures will be based on the number of individual homes that are covered by relevant safety checks. Not all homes require all checks.
Measured by: landlords’ management information
This measure will be based on the percentage of homes that have had all the necessary gas safety checks.
This year we scored 100.0%
Measured by: landlords’ management information
This measure will be based on the percentage of homes in buildings that have had all the necessary fire risk assessments.
This year we scored 100.0%
Measured by: landlords’ management information
This measure will be based on the percentage of homes in buildings that have had all the necessary asbestos management surveys or re-inspections.
This year we scored 100.0%
Measured by: landlords’ management information
This measure will be based on the percentage of homes that have had all the necessary legionella risk assessments. Legionella is a bacteria that can make people ill if it gets into water supplies.
This year we scored 94.8%
Measured by: landlords’ management information
This measure will be based on the percentage of homes in buildings where the communal passenger lifts have had all the necessary safety checks.
This year we scored 97.2%
Respectful and helpful engagement
TP06: Satisfaction that the landlord listens to tenant views and acts upon them
Measured by: tenant perception survey
All tenant perception surveys must include this question:
How satisfied or dissatisfied are you that your landlord listens to your views and acts upon them?
This measure will be based on the percentage of tenants who say they are satisfied.
This year we scored 45.6%
TP07: Satisfaction that the landlord keeps tenants informed about things that matter to them
Measured by: tenant perception survey
All tenant perception surveys must include this question: How satisfied or dissatisfied are you that your landlord keeps you informed about things that matter to you?
This measure will be based on the percentage of tenants who say they are satisfied.
This year we scored 56.7%
TP08: Agreement that the landlord treats tenants fairly and with respect
Measured by: tenant perception survey
All tenant perception surveys must include this question:
To what extent do you agree or disagree with the following? “My landlord treats me fairly and with respect.”This measure will be based on the percentage of tenants who say they agree.
This year we scored 54.8%
Effective handling of complaints
TP09: Satisfaction with the landlord’s approach to handling of complaints
Measured by: tenant perception survey
All tenant perception surveys must include this question:
Have you made a complaint to your landlord in the last 12 months?
If yes, how satisfied or dissatisfied are you with your landlord’s approach to complaints handling?
This measure will be based on the percentage of tenants who say they are satisfied.
This year we scored 12.6%
CH01: Complaints relative to the size of the landlord
Measured by: landlords’ management information
This measure will be based on the number of complaints the landlord receives for each 1,000 homes they own.
This year we received 210.5 stage one complaints per 1000 homes, and 38.5 stage 2 complaints per 1000 homes.
CH02: Complaints responded to within Complaint Handling Code timescales
Measured by: landlords’ management information
This measure will be based on the percentage of complaints the landlord responds to within the times set by the Housing Ombudsman’s Complaint Handling Code. All social housing landlords have to follow this Code.
This year we responded to 69.2% of stage one complaints on time, and 67.4% of stage two complaints on time.
Responsible neighbourhood management
TP10: Satisfaction that the landlord keeps communal areas clean and well-maintained
Measured by: tenant perception survey
All tenant perception surveys must include this question:
Do you live in a building with communal areas, either inside or outside, that your landlord is responsible for maintaining?
If yes, how satisfied or dissatisfied are you that your landlord keeps these communal areas clean and well-maintained?
This measure will be based on the percentage of tenants who say they are satisfied.
This year we scored 52%
TP11: Satisfaction that the landlord makes a positive contribution to neighbourhoods
Measured by: tenant perception survey
All tenant perception surveys must include this question:
How satisfied or dissatisfied are you that your landlord makes a positive contribution to your neighbourhood?
This measure will be based on the percentage of tenants who say they are satisfied.
This year we scored 50.2%
TP12: Satisfaction with the landlord’s approach to handling anti-social behaviour
Measured by: tenant perception survey
All tenant perception surveys must include this question:
How satisfied or dissatisfied are you with your landlord’s approach to handling anti-social behaviour?
This measure will be based on the percentage of tenants who say they are satisfied.
Not every tenant will have reported a formal anti-social behaviour case to their landlord, but we require landlords to ask this question of everyone being surveyed.
This year we scored 43.2%
NM01: Anti-social behaviour cases relative to the size of the landlord
Measured by: landlords’ management information
This measure will be based on the number of anti-social behaviour cases opened for each 1,000 homes the landlord owns, including the number of cases that involve hate incidents.
This year we recorded 42.8 ASB cases per 1000 homes, and 2.9 per 1000 homes involved hate incidents.