How we are doing: Tenant Satisfaction Measures (TSMs)
This feedback enables us to measure how well we are doing at providing good quality homes and services. We will share the results regularly to show you how we’re performing.
The perception surveys cover:
• Overall satisfaction
• Keeping properties in good repair
• Maintaining building safety
• Respectful and helpful engagement
• Effective handling of complaints
• Responsible neighbourhood management
Overall Satisfaction
We were particularly pleased to see that so many of you say that your neighbourhood is a great place to live and that you feel safe in your home. Where you told us that there were areas for improvement, we are working hard to do better. See our ‘you said, we’re doing‘ page to find out more.
Overall satisfaction
This score shows the proportion of respondents who report that they are satisfied with the overall service from their landlord.
Keeping properties in good repair
You should have a home that you can be proud of. Homes will be kept safe and in good condition. If any repairs need to be completed, these will be carried out to a decent standard and within the agreed timeframe.
Satisfaction with repairs
This score shows the proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service.
Satisfaction with time taken to complete most recent repair
This score shows the proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair.
Satisfaction that home is well maintained
This score shows the proportion of respondents who report that they are satisfied that their home is well maintained.
Maintaining building safety
We want you to feel safe in your home so we make sure that all the necessary safety checks are completed.
Satisfaction that the home is safe
This score shows the proportion of respondents who report that they are satisfied that their home is safe.
Respectful and helpful engagement
We will make sure that all information is easily available and that we are respectful and act on your feedback.
Satisfaction that the landlord listens to tenant views and acts upon them
This score shows the proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them.
Satisfaction that the landlord keeps tenants informed about things that matter to them
This score shows the proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them.
Agreement that the landlord treats tenants fairly and with respect
This score shows the proportion of respondents who report that they agree their landlord treats them fairly and with respect.
Effective handling of complaints
We know that sometimes things go wrong and when this happens, we want to hear from you. We will learn from your feedback and improve our services. See our ‘you said, we’re doing’ page to find out more.
Satisfaction with the landlord’s approach to handling complaints
This score shows the proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling.
Satisfaction with the opportunity to make views known
This score shows the proportion of respondents who report that they are satisfied that their landlord gives them the opportunity to make their views known.
Satisfaction that the landlord is easy to deal with
This score shows the proportion of respondents who report that they are satisfied their landlord is easy to deal with.
Responsible neighbourhood management
We work in partnership with you, local agencies and partners to provide safe environments and promote good communication and relationships in our communities. We will listen and act on concerns raised by you about your neighbourhood.
Satisfaction that the landlord keeps communal areas clean and well maintained
This score shows the proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained.
Satisfaction that the landlord makes a positive contribution to neighbourhoods
This score shows the proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood.
Satisfaction with the landlord’s approach to handling anti-social behaviour
This score shows the proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour.
Satisfaction with neighbourhood as a place to live
This score shows the proportion of respondents who report that they are satisfied with their neighbourhood as a place to live.
Overall satisfaction
| Apr-Jun 2024 | 2023/2024 | Difference | |
| Overall satisfaction | 77% | 75% | 2% |
Keeping properties in good repair
| Apr-Jun 2024 | 2023/24 | Difference | |
| Satisfaction with repairs | 76% | 77% | -1% |
| Satisfaction with time taken to complete most recent repair | 75% | 75% | 0% |
| Satisfaction that the home is well maintained | 72% | 73% | -1% |
Maintaining building safety
| 2023/2024 | Apr-Jun 2024 | Difference | |
| Satisfaction that the home is safe | 80% | 83% | -3% |
Respectful and helpful engagement
| Apr-Jun 2024 | 2023/2024 | Difference | |
| Satisfaction that the landlord listens to tenant views and acts upon them | 58% | 60% | -2% |
| Satisfaction that the landlord keeps tenants informed about things that matter to them | 77% | 76% | 1% |
| Agreement that the landlord treats tenants fairly and with respect | 77% | 77% | 0% |
Effective handling of complaints
| Apr-Jun 2024 | 2023/2024 | Difference | |
| Satisfaction with the landlord’s approach to handling complaints | 29% | 36% | -7% |
| Satisfaction with the opportunity to make views known | 70% | 70% | 0% |
| Satisfaction that the landlord is easy to deal with | 69% | 67% | -2% |
Responsible neighbourhood management
| Apr-Jun 2024 | 2023/2024 | Difference | |
| Satisfaction that the landlord keeps communal areas clean and well maintained | 62% | 60% | 2% |
| Satisfaction that the landlord makes a positive contribution to neighbourhoods | 67% | 69% | -2% |
| Satisfaction with the landlord’s approach to handling anti-social behaviour | 62% | 59% | 3% |
| Satisfaction with the neighbourhood as a place to live | 80% | 85% | -5% |
