TenantSatisfactionMeasures
2023/24
TheRegulatorofSocialHousing(RSH)has createdanewsystemforunderstanding howresidentsfeelabouthowtheir landlordisperforming.Thesearecalled TenantSatisfactionMeasures(TSMs).
SinceApril2023,everysociallandlord withmorethan1,000homeshasasked residents12‘tenantperception’(TP) questionsonarangeoftopics.
Aswellassurveyingresidents,wehave alsocollatedtechnicaldataonour complaintsprocess,anti-socialbehaviour reportsandonourhomes,including repairsandcompliancechecks.
We’repleasedtopublishourfirstTSMs, whichwerecollectedbetweenApril2023 andMarch2024.
Withouron-goingcommitmenttoputting customersattheheartofeverythingwe do,wewillusetheseresultsandcontinue toworkwithourresidentstoimproveour services.
Overthecomingmonthswe’reexpecting theRSHtopublishtheresultsoftheTSMs acrossalllandlords.Whenthisinformation isavailable,wewillupdateourwebsiteto showyouhowoursatisfactionresults comparetootherlandlords.
Thankyoutoeveryonewhocompleteda TSMsurveyforusandpleaselookoutfor yournextone.
FormoreinformationonTSMspleasevisit theRegulatorofSocialHousingwebsite.
TenantSatisfactionMeasures
2023/24 TSMs collected from tenant perception surveys
Proportion of respondents who report that they are satisfied with the overall service from their landlord
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service
Proportion of respondents who have received a repair in the last 12 months who report that they
* all figures rounded to one decimal place
TenantSatisfactionMeasures
2023/24 TSMs collected from tenant perception surveys
TP08
TP09
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them
Proportion of respondents who report that they agree their landlord treats them fairly and with respect
Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling
TP10
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained
Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood
Proportion of respondents who report that they are satisfied with their landlord’s approach to social behaviour
* all figures rounded to one decimal place
TenantSatisfactionMeasures
2023/24
TenantSatisfactionMeasures
2023/24
TSMs generated from management information
RP01
RP02(1)
RP02(2)
Proportion of homes that do not meet the Decent Homes Standard
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale
Proportion of emergency responsive repairs completed within the landlord’s target timescale
* all figures rounded to one decimal place