Tenant Satisfaction Measures (TSMs)
The Tenant Satisfaction Measures (TSMs) have been introduced by the Regulator of Social Housing in England to assess how well landlords are doing in providing good quality homes and services.
The TSMs can be divided into five key themes:
- Keeping properties in good repair;
- Maintaining building safety;
- Respectful and helpful engagement;
- Effective handling of complaints;
- Responsible neighbourhood management.
In total there are 22 measures, 12 come directly from our most recent customer feedback survey and 10 come from information held in our systems on our operational activity.
The TSMs are designed to drive up standards and improve the quality of social housing by providing tenants with greater transparency about their landlord’s performance they ensure housing providers are accountable for the services they deliver.
Overall satisfaction with the service 85.7%
Satisfaction with repairs 77.9%
Satisfaction with time taken to complete most recent repair 74%
Satisfaction that the home is well maintained 84.5%
Satisfied that the home is safe 87.6%
Homes that do not meet the decent homes standard 0%
Satisfied your home is safe 87.6%
Gas safety checks carried out 99.64%
Fire safety checks carried out 100%
Asbestos safety checks carried out 100%
Water safety checks N/A
Lift safety checks carried out 100%
Satisfied we listen to your views and act on them 82.4%
Satisfied we keep you informed about things that matter to you 88.4%
Agreement we treat customers fairly and with respect 90.6%
Satisfied with our approach to handling complaints 58.3%
Number of complaints received relative to our size as a landlord stage 1 – 29.00*
Number of complaints received relative to our size as a landlord stage 2 – 4.00*
Complaints responded to within handling code timescales – stage 1 – 100%
Complaints responded to within handling code timescales – stage 2 – 100%
Satisfied we keep communal areas clean and well maintained 74.7%
Satisfied we make positive contributions to neighbourhoods 78.7%
Satisfied with our handling of anti-social behaviour 78.9%
Number of anti-social behaviour cases relative to size of our company 109*
Number of anti-social behaviour cases that involve hate crime 0.00%
*calculated per 1000 homes
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