All social housing providers in England must collect data on a new set of tenant satisfaction measures (TSMs).
The measures form part of a new system developed by the Regulator of Social Housing to assess how well social housing landlords are doing at providing good quality homes and services.
How this affects tenants
The measures are aimed at helping improve standards for people living in social housing by:
- letting tenants see how well their landlord is doing and to hold their landlord to account
- giving the regulator an insight into which landlords might need to improve things for their tenants.
How our performance will be measured
TSMs are designed to see how well landlords:
- keep properties in a good state of repair
- maintain building safety
- engage with tenants
- handle complaints.
There are 22 TSMs, which include:
- 12 tenant perception measures (TPMs)
- 10 management information measures (MIMs).
Tenant perception measures (TPMs) survey
We commissioned an independent company called BMG Research to carry out our new tenant satisfaction survey.
BMG completed the first round of surveying in November 2023 and the second round between February and March 2024.
The survey was primarily done by telephone alongside online and face-to-face surveys. 1,215 surveys were completed over the 2 rounds and the total results of each survey were combined. BMG used a sampling method to achieve a representative sample.
TSM number |
What we asked our tenants about |
Percentage of tenants who responded they were satisfied |
|---|---|---|
TP01 |
Satisfaction with overall housing service |
49.9% |
TP02 |
Satisfaction with the repairs service |
53.6% |
TP03 |
Satisfaction with time to complete recent repair |
48.3% |
TP04 |
Home is well maintained |
51.3% |
TP05 |
The council provides a safe home |
62.0% |
TP06 |
The council listens to & acts on resident views |
44.5% |
TP07 |
Keeping residents informed |
59.7% |
TP08 |
The council treats residents fairly and with respect |
66.4% |
TP09 |
Approach to complaints handling |
27.9% |
TP10 |
Keeping communal areas well maintained |
58.4% |
TP11 |
The council makes a positive contribution to your neighbourhood |
57.9% |
TP12 |
Handling anti-social behaviour |
57.5% |
Questionnaire
Management Information Measures (MIMs)
The information below covers the period from 1 April 2023 to 31 March 2024.
TSM number |
Standard or measure |
Percentage or number |
|---|---|---|
BS01 |
Gas safety checks |
99.9% |
BS02 |
Fire safety checks |
100% |
BS03 |
Asbestos safety checks |
100% |
BS04 |
Water Safety Checks |
100% |
BS05 |
Lifts safety checks |
100% |
CH01 |
Stage 1 Complaints relative to landlord size |
220.1 |
CH01 |
Stage 2 Complaints relative to landlord size |
47.9 |
CH02 |
Stage 1 complaints responded on time |
93.6% |
CH02 |
Stage 2 complaints responded on time |
87.1% |
NM01 |
ASB cases relative to landlord size |
29.3 |
NM01 |
Hate crimes relative to landlord size |
1.0 |
RP01 |
Homes not meeting Decent Homes |
2.8% |
RP02 |
Repairs on time |
66.8% |
RP02 |
Emergency Repairs on time |
90.4% |