The tables below outline the Tenant Satisfaction Measures (TSM) performance information, illustrating how we are performing in various areas.
Following these, you will find the results of our annual Tenant Satisfaction Measures (TSM) perception survey for 2024/25.
We contacted customers via email and telephone in July and August 2024, receiving 1,301 responses. This equates to 18% of our customers. You can read a copy of the questionnaire we used here and a summary document outlining our approach here.
Building safety
|
TSM Theme |
Measure |
2024/25 result |
|
Maintaining building safety |
Proportion of homes for which all required gas safety checks have been carried out |
100.0% |
|
Maintaining building safety |
Proportion of homes for which all required fire risk assessments have been carried out |
100.0% |
|
Maintaining building safety |
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out |
100.0% |
|
Maintaining building safety |
Proportion of homes for which all required legionella risk assessments have been carried out |
100.0% |
|
Maintaining building safety |
Proportion of homes for which all required communal passenger lift safety checks have been carried out |
100.0% |
Anti-social behaviour
|
TSM Theme |
Measure |
2024/25 result |
|
Responsible neighbourhood management |
Number of anti-social behaviour cases opened per 1,000 homes |
56.2 |
|
Responsible neighbourhood management |
Number of anti-social behaviour cases involving hate incidents opened per 1,000 homes |
10.0 |
Decent Homes Standard & repairs
|
TSM Theme |
Measure |
2024/25 result |
|
Keeping properties in good repair |
Proportion of homes that do not meet the Decent Homes Standard |
1.1% |
|
Keeping properties in good repair |
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale* |
77.9% |
|
Keeping properties in good repair |
Proportion of emergency responsive repairs completed within the landlord’s target timescale** |
91.2% |
*60 days
**24 hours
Complaints
|
TSM Theme |
Measure |
2024/25 result |
|
Respectful and helpful engagement |
Number of stage one complaints received per 1,000 homes |
103.9 |
|
Respectful and helpful engagement |
Number of stage two complaints received per 1,000 homes |
17.8 |
|
Respectful and helpful engagement |
Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales |
87.3% |
|
Respectful and helpful engagement |
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales |
86.7% |
Tenant Perception Measures
|
Measure |
2024/25 result |
|
|
|
Satisfaction with the overall service from landlord |
65.6% |
|
Keeping properties in good repair |
Satisfaction with overall repairs service (past 12 months) |
66.4% |
|
Keeping properties in good repair |
Satisfaction with time taken to complete most recent repair |
61.6% |
|
Keeping properties in good repair |
Satisfaction that home is well maintained |
68.5% |
|
Keeping properties in good repair |
Satisfaction that home is safe |
74.7% |
|
Keeping properties in good repair |
Satisfaction that landlord listens to views and acts upon them |
54.7% |
|
Respectful and helpful |
Satisfaction that landlord keeps tenants informed |
72.2% |
|
Respectful and helpful |
Agreement that landlord treats tenants fairly and with respect |
75.5% |
|
Respectful and helpful |
Satisfaction with landlord’s approach to complaints handling (among those who complained) |
29.0% |
|
Maintaining building safety |
Satisfaction with cleanliness and maintenance of communal areas |
53.2% |
|
Responsible neighbourhood management |
Satisfaction that landlord contributes positively to neighbourhood |
59.8% |
|
Responsible neighbourhood management |
Satisfaction with landlord’s handling of anti-social behaviour |
61.7% |