Tenant Satisfaction Measures: 2023-2024 Results
(Shared Ownership Customer Perception)
What are Tenant Satisfaction Measures?
There are 22 Tenant Satisfaction Measures (TSM’s).
- 12 customer perception measures: These show satisfaction with the services we provide, for example, how well we’ve kept communal areas clean and well maintained.
- 10 performance measures: These show what we have done, for example, how many complaints were dealt with on time.
This page shows the 2023-2024 customer perception results for our Shared Ownership homes, how well we are handling shared ownership complaints and the amount of anti-social behaviour reported by shared owners.
These measures show us how we can improve and mean that customers, the Regulator of Social Housing, and others can hold us to account.
Find out more about the Tenant Satisfaction Measures
Take a look at what the Measures mean for you and why they are being introduced.
Health and safety
Our TSM performance for health and safety inspections, compliance checks and risk assessments are combined performance figures for our low-cost rented and low-cost homeownership homes.
Proportion of homes for which all required gas safety checks have been carried out
Proportion of homes for which all required fire risk assessments have been carried out
Proportion of homes for which all required communal passenger lift safety checks have been carried out
Proportion of homes for which all required legionella risk assessments have been carried out
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out
Proportion of respondents who report that they are satisfied that their home is safe
Customer service
71.13% of our customers are satisfied with their overall experience
56.58% of our customers are satisfied we listen to their views and act on them
We have a Shared Ownership Virtual Panel (SOVP) where customers provide detailed feedback on our service improvement proposals. We are expanding our membership, if you would like to join you can sign up here.
33.74% of our customers are satisfied with how we handle complaints
We have a dedicated complaints team who are focused on improving our complaint handling and responding to customers concerns. We are actively learning from customer feedback and implementing changes to services based on the feedback. Key areas of focus are to improve our communications with customers and to reduce delays in our services.
78.87% of our customers are satisfied we keep them informed on the things that matter
79.45% of our customers agree we treat tenants fairly and with respect
97.67% of our stage one complaints were responded to within the Complaint Handling Code timescale
93.75% of our stage two complaints were responded to within the Complaint Handling Code timescale
We have 17.05 stage one complaints for every 1,000 of our homes
We have 6.35 stage two complaints for every 1,000 of our homes
Your neighbourhood
58.58% of our customers are satisfied we make a positive contribution to neighbourhoods
51.34% of our customers are satisfied with our approach to anti-social behaviour
We Introduced a new Anti-Social Behaviour (ASB) policy last year. We consulted with customers and changed how we prioritise ASB cases. Over the last year we have provided specialist legal training for colleagues to help secure the best outcomes. Our customer service offer for more vulnerable residents affected by ASB is under review. We will be working with customers to finalise this in the coming year.
We have 24.14 anti-social behaviour cases for every 1,000 of our homes
We have 0.67 anti-social behaviour cases involving hate crime incidents for every 1,000 of our homes
Repairs and maintenance
51.59% of our customers are satisfied we keep communal areas clean and well maintained
We have an estates action plan in place. We have recruited more resident Estate Champions and use their feedback to improve the service. Learn more about our Estate Champions. We have recruited new cleaning and grounds maintenance contractors this year, with a focus on quality. If you live in a block, you will have weekly visits from our Estate Safety team who will quickly report any quality issues that they spot.
Other ways to give your feedback
There are plenty of other ways you can give your feedback about the service you have received. Your feedback is used to help improve the way we do things for customers.
Get involved with our customer groups
Give a compliment, complaint or general feedback
About our surveys and research
We carry out surveys every month and the performance figures are based on a sample of responses. We receive replies from over 2,300 customers a year about their overall satisfaction with our services, their home, their neighbourhood and that we listen to their views. We also ask a sample of customers who have recently experienced a service for their feedback – for example over 2,000 replies from customers about their last repair, over 650 regarding moving in to a home, over 670 responses about our complaints service, and over 4,300 responses about our customer service centre.