Tenant Satisfaction Measures
What are Tenant Satisfaction Measures?
In April last year the Regulator of Social Housing has introduced a new set of Tenant Satisfaction Measures (TSMs). These measures track how well social landlords are doing at providing quality homes and services, with all social housing providers in England required to report on their performance.
How our performance is measured
These measures are designed to help tenants see how well their social landlord is performing.
All landlords with over 1,000 homes, are required to publish their results each year, with the first set of results due by June 2024.
There are 22 Tenant Satisfaction Measures to report on, split into two parts:
- 12 customer perception measures: These show tenant satisfaction with the services we provide.
- 10 performance measures: These measures are based on our internal performance information.
Tenant Satisfaction Measures Results 2023-24
Results of Tenant Satisfaction Measures from the tenant perception survey
| Tenant Satisfaction Measure | % of residents satisfied |
|---|---|
| Percentage of respondents who report that they are satisfied with the overall service from their landlord | 66.7% |
| Percentage of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service | 67.0% |
| Percentage 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 | 66.2% |
| Percentage of respondents who report that they are satisfied that their home is well maintained | 64.3% |
| Percentage of respondents who report that they are satisfied that their home is safe | 71.7% |
| Percentage of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them | 53.2% |
| Percentage of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. | 74.0% |
| Percentage of respondents who report that they agree their landlord treats them fairly and with respect | 71.6% |
| Percentage of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling | 38.3% |
| Percentage of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained | 73.5% |
| Percentage of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood | 69.6% |
| Percentage of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour | 66.8% |
Results of Tenant Satisfaction Measures measured directly by us
| Tenant Satisfaction Measure | Result |
|---|---|
| Percentage of homes that do not meet the Decent Homes Standard | 8.4% |
| Percentage of non-emergency responsive repairs completed within the landlord's target timescale | 71.9% |
| Percentage of emergency responsive repairs completed within the landlord's target timescale | 78.8% |
| Percentage of homes for which all gas safety checks have been carried out | 99.5% |
| Percentage of homes for which all required fire risk assessments have been carried out | 100.0% |
| Percentage of homes for which all required asbestos management surveys or re-inspections have been carried out | 92.8% |
| Percentage of homes for which all the required legionella risk assessments have been carried out | 100.0% |
| Percentage of homes for which all required lift safety checks have been carried out | 100.0% |
| Number of stage one complaints received (per 1000 homes) | 56.9 |
| Number of stage two complaints received (per 1000 homes) | 15 |
| Percentage of stage one complaints responded to within the Housing Ombudsman Complaint Handling Code timescales | 76.4% |
| Percentage of stage two complaints responded to within the Housing Ombudsman Complaint Handling Code timescales | 72.4% |
| Number of anti-social behaviour cases (per 1000 homes) | 21.2 |
| Number of anti-social behaviour cases that involve hate incidents (per 1000 homes) | 1 |
How we have gathered feedback
Acuity Research and Practice carried out surveys with tenants on behalf of the City of London Corporation. This is in line with the guidance set out by our regulator.
We’ll be using this feedback to help us understand where we need to improve our services and taking action where required.
Summary of approach - how we measure satisfaction
The Social Housing Regulator has set rules for measuring Tenant Satisfaction Measures. We have surveyed our tenants and collected management information so that we can report figures accurately. The summary of our approach to the TSM survey which we sent to the regulator is in the PDF below.
You can also view the PDF of the questions asked of our residents in our 23-24 survey.
Annual Reports
Our performance data for the year can be found in our Annual Reports.