Tenant satisfaction measures
Tenant Satisfaction Measures generated from management information
This table is an overview of the Tenant Satisfaction Measures we collect from our management information systems. The figures tell us what tenants’ experiences have been with:
- customer complaints
- anti-social behaviour cases
- property maintenance standards
|
TSM Reference |
Management Information Tenant Satisfaction Measures |
Result |
|
CH01 (1) |
Number of stage one complaints received per 1,000 homes. |
155 per 1,000 homes |
|
CH01 (2) |
Number of stage two complaints received per 1,000 homes. |
23 per 1,000 homes |
|
CH02 (1) |
Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. |
66% |
|
CH02 (2) |
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. |
20.1% |
|
NM01 (1) |
Number of anti-social behaviour cases, opened per 1,000 homes. |
47.7 per 1,000 homes |
|
NM01 (2) |
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes |
0.6 per 1,000 homes |
|
RP01 |
Proportion of homes that do not meet the Decent Homes Standard. |
23.8% |
|
RP02 (1) |
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale. |
80.1% |
|
RP02 (2) |
Proportion of emergency responsive repairs completed within the landlord’s target timescale. |
94.3% |
|
BS01 |
Proportion of homes for which all required gas safety checks have been carried out. |
99.5% |
|
BS02 |
Proportion of homes for which all required fire risk assessments have been carried out. |
99.9% |
|
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. |
96.3% |
|
BS05 |
Proportion of homes for which all required communal passenger lift safety checks have been carried out. |
100% |
Where we need to improve
The response rate to stage one complaints within the Housing Ombudsman’s Complaint Handling Code timescales stands at 66%. The response rate for stage two complaints is significantly lower at 20.1%.
23.8% of homes do not meet the Decent Homes Standard.
Antisocial behaviour
There were 47.7 cases of antisocial behaviour per 1,000 homes, with a small proportion of 0.6 cases per 1,000 homes involving hate incidents.
Where we did well
The majority of repairs were completed within the our target timescale. Non-emergency repairs at 80.1% and emergency responsive repairs at 94.3%.
The figures also showcase a strong commitment to safety. Compliance rates for required safety checks were between 96.3% and 100%.
Page last updated: 03 July 2024
