Resident satisfaction
The Regulator of Social Housing has introduced a set of clear and comparable performance measures (called ‘Tenant Satisfaction Measures’ or TSMs) for all Housing Associations on things that matter to residents so that they can understand their landlord’s performance.
In October 2023 we carried out a large-scale resident engagement survey using the latest TSM Survey questions to understand how residents feel about the services we provide and to be sure services are being delivered in the way and to the standard that residents want. The survey was carried out by MEL Research LTD on our behalf.
592 surveys were completed which provides TSM data with a confidence interval of +/-3.6 which is lower than that required by the Regulator For Social Housing to be sure that their feedback is an accurate reflection of residents' views. In total 2,186 residents were invited to take part and from this 592 completed the survey, equating to a response rate of 27%
We carry out an annual survey each Autumn rather than collect feedback on an ongoing basis. By carrying out the survey in this way we are confident that the results best reflect our residents views at that point in time and can be acted upon.
The survey results are published in the table below alongside performance information relating to building safety, complaints handling and handling anti-social behaviour.
Our performance for 2023/24
Overall Satisfaction | 75% |
Satisfaction with repairs | 78% |
Satisfaction with the time taken to complete repair | 72% |
Satisfaction that the home is well maintained | 70% |
Proportion of homes that do not meet Decent Homes Standards | 0% |
Non-emergency responsive repairs completed within target | 88% |
Emergency responsive repairs completed within target | 87% |
Satisfaction that we provide a home that is safe | 76% |
Homes where all required gas safety checks have been carried out | 100% |
Homes where all required fire risk assessments have been carried out | 100% |
Homes where all required asbestos management or re-inspections have been carried out | 100% |
Homes where all required legionella risk assessments have been carried out | 100% |
Homes where all required communal passenger lift safety checks have been carried out | 100% |
Satisfaction that we listen to residents views and acts upon them | 60% |
Satisfaction that we keep residents informed | 67% |
Satisfaction that we treat residents fairly and with respect | 74% |
Satisfaction with our approach to handling complaints | 34% |
Number of Stage One complaints received per 1,000 homes | 18 |
Number of Stage One complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales | 67% |
Number of Stage Two complaints received per 1,000 homes | 5 |
Number of Stage Two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales | 64% |
Satisfaction that we keep communal areas clean and well maintained | 62% |
Satisfied that we make a positive contribution to neighbourhoods | 52% |
Satisfaction with our approach to handling anti-social behaviour | 49% |
Anti-social behaviour cases per 1,000 homes | 22 |
Anti-social behaviour cases opened that involve hate incidents | 0 |