Tenant satisfaction measures 2023 to 2024
The Regulator of Social Housing has placed a statutory obligation on all social housing landlords managing more than 1000 properties to collect and report on a suite of performance / satisfaction measures called the Tenant Satisfaction Measures (TSMs) from the 2023 - 2024 financial year.
The TSMs comprise of 10 landlord reported measures, based on our performance information at the end of the financial year and 12 tenant perception measures, which we obtained through a survey with a sample of our tenants.
The following are the results of the 2023 - 2024 TSM results, as well as publishing these, so our tenants can hold us to account, we have also reported these to the Regulator of Social Housing, so they can see how we are performing and what tenants think about the services we provide to them.
Landlord reported measures
| Code | Measure | Performance |
|---|---|---|
| BS01 | Proportion of homes for which all required gas safety checks have been carried out | 100% |
| 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 |
100% |
| BS04 | Proportion of homes for which all required legionella risk assessments have been carried out | 93.4% |
| BS05 | Proportion of homes for which all required communal passenger lift safety checks have been carried out | 86.6% |
| NM01 (1) | Number of anti-social behaviour cases opened per 1000 homes | 48.1 |
| NM01 (2) | Number of anti-social behaviour cases that involve hate incidents opened per 1000 homes | 0.5 |
| RP01 | Proportion of homes that do not meet the Decent Homes Standard | 2.8% |
| RP02 (1) | Proportion of non-emergency responsive repairs completed within the landlord’s target timescale | 89.8% |
| RP02 (2) | Proportion of emergency responsive repairs completed within the landlord’s target timescale | 98.8% |
| CH01 (1) | Number of stage one complaints received per 1000 homes | 8.1 |
| CH01 (2) | Number of stage two complaints received per 1000 homes | 1.5 |
| CH02 (1) | Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales | 85.2% |
| CH02 (2) | Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales | 100% |
Tenant perception measures (all respondents)
Percentage satisfied, as reported in the following table, relates to respondents that answered either ‘very satisfied’ or ‘fairly satisfied’ to the relevant survey question.
| Code | Measure | Percentage of respondents satisfied |
|---|---|---|
| TP01 | Proportion of respondents who report that they are satisfied with the overall service from their landlord | 88.3% |
| TP02 | Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service | 76.9% |
| 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 | 72.8% |
| TP04 | Proportion of respondents who report that they are satisfied that their home is well maintained | 80.9% |
| TP05 | Proportion of respondents who report that they are satisfied that their home is safe | 88.9% |
| TP06 | Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them | 74.1% |
| TP07 | Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them | 82.7% |
| TP08 | Proportion of respondents who report that they agree their landlord treats them fairly and with respect | 91.7% |
| 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 | 48.1% |
| TP10 | Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained | 70.3% |
| TP11 | Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood | 78.3% |
| TP12 | Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour | 69.7% |
The tenant perception results reported have not been weighted (altered to reflect the tenants that answered compared to the tenant base) to account for groups of tenants that were less represented within the survey response due to a particular characteristic. However, the Council have undertaken analysis of the representativeness of the survey results and have found that the results statistically valid in line with the requirements set out by the Regulator and were broadly relatively representative of our tenant based. We have also analysed weighted results to account for representation, which produced negligible difference to the proportion of tenants satisfied. Further information regarding how we conducted the survey, and the representativeness of the results can be found in the related documents section of this web page.
Further information
If you would like any further information in relation to the 2023 - 2024 TSM results, please contact the Housing Performance and Insight officer:
- email: coin@ashfield.gov.uk
- telephone: 01623 457 590