Tenant Satisfaction Measures at end of September 2024
Here at LiveWest we are always looking to improve the service we provide to our customers. To help us do that, we review our performance regularly and appreciate all of the feedback we receive on where improvements may be required. This includes through Tenant Satisfaction Measures, which were introduced in April 2023.
You can see our customer performance report below, with results as at the end of September 2024.
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.
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 (BS01 to BS05) are combined performance figures for our low-cost rented and low-cost homeownership homes.
| Measure | Our score | Our target | How are we performing compared to last year? |
| Proportion of homes for which all required gas safety checks have been carried out (BS01) | 100% | 100% | Similar to last year |
| Proportion of homes for which all required fire risk assessments have been carried out (BS02) | 100% | 100% | Similar to last year |
| Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out (BS03) | 100% | 100% | Similar to last year |
| Proportion of homes for which all required legionella risk assessments have been carried out (BS04) | 100% | 100% | Similar to last year |
| Proportion of homes for which all required communal passenger lift safety checks have been carried out (BS05) | 100% | 100% | Similar to last year |
| How many of our customers are satisfied that our home is safe to live in? (customers who rent their home) | 89.2% | 89% | Similar to last year |
| How many of our customers are satisfied that our home is safe to live in? (shared owners) | 81.5% | 86% | Similar to last year |
Customer service
| Measure | Our score | Our target | How are we performing compared to last year? |
| How many of our customers are satisfied with their overall experience? (customers who rent their home) | 85.3% | 86% | Similar to last year |
| How many of our customers are satisfied with their overall experience? (shared owners) | 69.7% | 72% | Similar to last year |
| How many of our customers our customers are satisfied we listen to their views and act on them? (customers who rent their home) | 76.5% | 76% | Similar to last year |
| How many of our customers our customers are satisfied we listen to their views and act on them? (shared owners) | 56.4% | 62% | Similar to last year |
| How many of our customers are satisfied with how we handle complaints? (customers who rent their home) | 41.3% | 60% | Worse than last year |
| How many of our customers are satisfied with how we handle complaints? (shared owners) | 26.1% | 60% | Worse than last year |
| How many of our customers are satisfied we keep them informed on the things that matter? (customers who rent their home) | 83% | 85% | Similar to last year |
| How many of our customers are satisfied we keep them informed on the things that matter? (shared owners) | 75.7% | 80% | Similar to last year |
| How many of our customers agree we treat tenants fairly and with respect? (customers who rent their home) | 88.9% | 90% | Similar to last year |
| How many of our customers agree we treat tenants fairly and with respect? (shared owners) | 77.9% | 85% | Similar to last year |
| How many of our stage one complaints were responded to within the target timescale? (customers who rent their home) | 93.7% | 100% | Worse than last year |
| How many of our stage one complaints were responded to within the target timescale? (shared owners) | 94.9% | 100% | Similar to last year |
| How many of our stage two complaints were responded to within the target timescale? (customers who rent their home) | 93.9% | 100% | Worse than last year |
| How many of our stage two complaints were responded to within the target timescale? (shared owners) | 100% | 100% | Similar to last year |
| How many stage one complaints do we have for every 1,000 homes that customers rent? | 45.6 for every 1,000 homes | Similar to last year | |
| How many stage one complaints do we have for every 1,000 shared ownership homes? | 17.4 for every 1,000 homes | Worse than last year | |
| How many stage two complaints do we have for every 1,000 homes that customers rent? | 10 for every 1,000 homes | Worse than last year | |
| How many stage two complaints do we have for every 1,000 shared ownership homes? | 8 for every 1,000 homes | Worse than last year |
Your neighbourhood
| Measure | Our score | Our target | How are we performing compared to last year? |
| How many of our customers are satisfied we make a positive contribution to neighbourhoods? (customers who rent their home) | 77.5% | 83% | Similar to last year |
| How many of our customers are satisfied we make a positive contribution to neighbourhoods? (shared owners) | 59.7% | 60% | Better than last year |
| How many of our customers are satisfied with our approach to anti-social behaviour? (customers who rent their home) | 71.2% | 70% | Similar to last year |
| How many of our customers are satisfied with our approach to anti-social behaviour? (shared owners) | 56.7% | 61% | Better than last year |
| How many anti-social behaviour cases do we have for every 1,000 homes? | 23.6 for every 1,000 homes | Similar to last year | |
| How many anti-social behaviour cases involving hate crime do we have for every 1,000 homes? | 0.2 for every 1,000 homes | Similar to last year |
Repairs and maintenance
| Measure | Our score | Our target | How are we performing compared to last year? |
| How many of our customers are satisfied with our repairs service? | 81.5% | 85% | Similar to last year |
| How many of our customers are satisfied their home is well maintained? | 83.8% | 86% | Similar to last year |
| How many of our customers are satisfied with the time it took to complete their most recent repair? | 75.6% | 78% | Similar to last year |
| How many of our customers are satisfied that we keep communal areas clean and well maintained? (customers who rent their home) | 66.8% | 71% | Similar to last year |
| How many of our customers are satisfied that we keep communal areas clean and well maintained? (shared owners) | 46.7% | 60% | Similar to last year |
| How many non-emergency repairs were completed in target timescale? | 69.6% | 77% | Better than last year |
| How many emergency repairs were completed in target timescale? | 98.7% | 98% | Better than last year |
| How many of our homes meet the Decent Homes Standard? | 99.9% | 100% | Similar to last year |
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.
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Get involved with our customer groups
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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.