Tenant Satisfaction Measures (TSMs)
The Tenant Satisfaction Measures (TSMs) were introduced by the Regulator of Social Housing in 2023 to help assess how well we are doing in providing good quality homes and services. Our results only cover those who rent from us, and not the views of leaseholders or shared owners. Throughout the annual report, we share satisfaction statistics that include the views of ALL our residents, not just those who rent from us.
For more information you can visit our dedicated page on our website.
So how are we doing?
The results below show how we did in 2023/24 on all our rented properties.
of you are satisfied with the overall service from us.
Keeping properties in good repair
of you were satisfied with the overall repairs service.
of you were satisfied with the time taken to complete your most recent repair.
of you were satisfied that your home is well maintained.
of homes meet the Decent Homes Standard.
of emergency repairs were completed within target timescales.
of non-emergency repairs were completed within target timescales.
100% of homes meet the Decent Homes Standard.
Maintaining building safety
of you were satisfied that your home is safe.
gas safety checks completed.
fire safety checks completed.
asbestos safety checks completed.
water safety checks completed.
communal passenger lift safety checks completed.
80.1% of you agree that we treat you fairly and with respect.
Respectful and helpful engagement
of you were satisfied that we listen to your views and act upon them.
of you were satisfied that we keep you informed about things that matter to you.
of you agree that we treat you fairly and with respect.
71.1% of you were satisfied that we make a positive contribution to the neighbourhood.
Effective handling of complaints
of you were satisfied with our approach to complaints handling.
number of Stage 1 complaints relative to the size of the landlord (per 1000 homes).
number of Stage 2 complaints relative to the size of the landlord (per 1000 homes).
of Stage 1 Complaints were responded to within Complaint Handling Code timescales.
of Stage 2 Complaints were responded to within Complaint Handling Code timescales.
Responsible neighbourhood management
of you were satisfied that we keep communal areas clean and well maintained.
of you were satisfied that we make a positive contribution to the neighbourhood.
of you were satisfied with our approach to handling anti-social behaviour.
number of anti-social behaviour cases relative to the size of the landlord (per 1000 homes).
number of anti-social behaviour cases involving hate crimes relative to the size of the landlord (per 1000 homes).
We have been working hard to improve on these results and will be updating our TSMs page with more information on what we are doing. Our main focus for 2024/25 is to review our repairs service so we can make some longer-term improvements which impact on our other services.
