The Tenant Satisfaction Measures (TSM) introduced by the Regulator of Social Housing are now a key way for us to gain the views of our Customers so that we can drive positive change.
Engaging our customers and asking for their feedback is critical. That’s why the first year of Tenant Satisfaction Measures was so important to us, and why in undertaking our own survey, we left no stone unturned to get to the answers and detail we needed.
We’re driven by making life better for every Customer so every voice matters.
Rachel Crownshaw, Group Managing Director of Communities
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What are Tenant Satisfaction Measures?
The Tenant Satisfaction Measures, or TSM for short, are a comprehensive set of performance measures that all housing providers in England must report on every year. These measures are collected by a Customer survey and through management performance information.
These measures are designed to assess the quality of housing and services provided, empowering Customers with greater visibility into our performance against sector standards. Spanning a wide range of topics, from repair wait times to complaints handling and Anti-Social Behaviour (ASB), the TSMs offer a complete view of our performance.
Our approach to the TSM survey
When it came to doing our TSM survey, we made a deliberate decision to prioritise the voices of ALL our Customers. While the option to survey a smaller sample was available, we didn’t feel that was the right thing to do for our Customers.
So instead, we felt it was essential to hear feedback from as many Customers as possible. The method is known as a census approach. This census approach allowed us to go on an inclusive journey to gather insights directly from our diverse Communities.
We carried out our survey between August 2023 and February 2024. We managed to obtain a total of 10,676 survey responses by email, telephone and face to face. Read more about our approach.
We are pleased to share with you results of our TSM survey covering the financial year of 2023 to 2024. Thank you to all our Customers who contributed to this. We have a clear baseline now that will help us to build on the extensive work already underway to drive real and positive change.
We have provided our overall results and where required we have split our results between Low Cost Rental Accommodation and Low Cost Home Ownership. Please note that in the results listed below LCRA stands for Low Cost Rental Accommodation (eg, general needs, supported housing) and LCHO stands for Low Cost Home Ownership (eg, shared ownership).
Overall satisfaction
57%
(LCRA: 58.2% and LCHO: 34.4%)
Building quality and safety
Satisfaction their home is well maintained: 59%
(LCRA: 59.2%)
Satisfaction their home is safe: 73%
(LCRA: 73.6% and LCHO: 64.4%)
Responsive repairs
Satisfaction with the repairs service: 64%
(LCRA: 64.1%)
Satisfaction with time taken to complete repairs: 53%
(LCRA: 52.7%)
Complaints and ASB handling
Satisfaction with complaints handling: 22%
(LCRA: 22.8% and LCHO: 9.3%)
Satisfaction with ASB case-handling: 51%
(LCRA: 53.4% and LCHO: 33.7%)
Neighbourhoods and communal areas
Satisfaction with the cleanliness and maintenance of communal areas: 58%
(LCRA: 58.9% and LCHO: 41.0%)
Satisfaction with the landlord’s contribution to their neighbourhood: 54%
(LCRA: 54.8% and LCHO: 31.0%)
Communication and respect
Listening to Customer views and acting: 49%
(LCRA: 50.4% and LCHO: 28.1%)
Keeping Customers informed: 57%
(LCRA: 57.5% and LCHO: 44.7%)
Treating Customers fairly and respectfully: 74%
(LCRA: 75.7% and LCHO: 50.6%)
Number of stage one complaints received per 1,000 homes
22.5
(LCRA: 20.6 and LCHO: 53.0)
Number of stage two complaints received per 1,000 homes
4.7
(LCRA: 4.2 and LCHO: 12.2)
Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales
65.8%
(LCRA: 65.4% and LCHO: 68.1%)
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales
49.1%
(LCRA: 44.5% and LCHO: 75.0%)
Number of anti-social behaviour cases, opened per 1,000 homes
17.4
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes
0.8
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale
57%
Proportion of emergency responsive repairs completed within the landlord’s target timescale
90.3%
Proportion of homes that do not meet the Decent Homes Standard
0.1%
Proportion of homes for which all required gas safety checks have been carried out
99.5%
Proportion of homes for which all required fire risk assessments have been carried out
99.7%
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out
97.3%
Proportion of homes for which all required legionella risk assessments have been carried out
99.9%
Proportion of homes for which all required communal passenger lift safety checks have been carried out
96.6%
Read our full breakdown of results
Work that is underway
In the TSM, our Customers identified three areas as having opportunities for improvement. Here is the work that is already underway in each of those areas.
Complaints
To improve our complaints process, we’ve centralised management to ensure faster responses. We’ve increased the number of complaint handlers; we’re also enhancing our governance and control over the Customer complaints journey to ensure issues are dealt with quickly and efficiently.
Click here to view our Annual Complaints Performance and Service Improvement Report.
Repairs
For repairs, we’re revolutionising appointment scheduling to improve efficiency and ensure timely communication. Through automation and training, your repairs will be handled swiftly and accurately giving you peace of mind that your needs are being met.
Communities
Across all our Communities we’re creating closer relationships with our Customers by reducing the number of homes our team supports by recruiting more Customer facing colleagues. New technologies within our teams means they have access to all the support we offer. Customers will know who to turn to for assistance, ensuring a smoother and more tailored experience with PfP.
What happens next?
Our Customer’s opinion is the most important thing to us, that’s why we’ll continue to monitor our results and use them to drive improvements to our services.
Thank you for taking part in this year’s survey. We will be considering how we ask our Customers for their views in 2024 and are developing plans to make improvements and learn from the 2023 results.