Tenant Satisfaction Measures
The Transparency, Influence and Accountability Standard requires all Housing Associations to collect and report on their performance using a set of defined measures called the Tenant Satisfaction Measures (TSMs). The aim is to provide tenant with information about their landlord’s performance and to inform the regulator about how the landlord is complying with consumer standards.
There are 22 measures 12 of which are generated from a representative survey of tenants and the other 10 are generated from the Association’s management information.
The TSMs are divided into 5 categories: building safety, anti-social behaviour, Decent Homes Standard and repairs, complaints and tenant perception measures.
Here is our performance (as of 31st March 2024):
Building Safety
| Measure | Description | Performance |
|---|---|---|
| BS01 | Proportion of homes for which all required gas safety checks have been carried out. | 100.0% |
| BS02 | Proportion of homes for which all required fire risk assessments have been carried out. | 100.0% |
| BS03 | Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. | 100.0% |
| BS04 | Proportion of homes for which all required legionella risk assessments have been carried out. | 100.0% |
| BS05 | Proportion of homes for which all required communal passenger lift safety checks have been carried out. | 100.0% |
Anti-social behaviour
| Measure | Description | Performance |
|---|---|---|
| NM01 (1) | Number of anti-social behaviour cases, opened per 1,000 homes. | 8.9 |
| NM01 (2) | Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes | 0.0 |
DHS and repairs
| Measure | Description | Performance |
|---|---|---|
| RP01 | Proportion of homes that do not meet the Decent Homes Standard. | 0.0% |
| RP02 (1) | Proportion of non-emergency responsive repairs completed within the landlord’s target timescale. | 83.5% |
| RP02 (2) | Proportion of emergency responsive repairs completed within the landlord’s target timescale. | 96.7% |
Complaints
| Measure | Description | Performance |
|---|---|---|
| CH01 (1) | Number of stage one complaints received per 1,000 homes. | 34.9 |
| CH01 (2) | Number of stage two complaints received per 1,000 homes. | 2.7 |
| CH02 (1) | Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. | 87.5% |
| CH02 (2) | Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. | 100.0% |
Tenant perception measures
| Measure | Description | Performance |
|---|---|---|
| TP01 | Proportion of respondents who report that they are satisfied with the overall service from their landlord. | 85.3% |
| 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. | 89.5% |
| 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. | 87.5% |
| TP04 | Proportion of respondents who report that they are satisfied that their home is well maintained. | 85.8% |
| TP05 | Proportion of respondents who report that they are satisfied that their home is safe. | 87.7% |
| TP06 | Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. | 81.3% |
| TP07 | Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. | 84.7% |
| TP08 | Proportion of respondents who report that they agree their landlord treats them fairly and with respect. | 89.2% |
| 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. | 53.7% |
| TP10 | Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. | 85.8% |
| TP11 | Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. | 80.1% |
| TP12 | Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour. | 75.5% |
You can read the full report of the tenant satisfaction survey here. The report outlines the methods of the survey that produced the tenant perception measures above and gives further analysis of the results. The full questionnaire used to generate survey responses can be found here.