Below you will find the results of our annual TSM perception survey for 2023/24.
We contacted customers via email and telephone in July and December 2023, receiving 1,216 responses. This equates to 18% of our customers.
You can also read a copy of the questionnaire we used here and a summary document outlining our approach here.
|
TSM Theme |
Measure |
2023/24 result |
|
|
Overall satisfaction with our services |
64% |
|
Keeping properties in good repair |
Satisfaction with overall repairs service over the last 12 months |
68% |
|
Keeping properties in good repair |
Satisfaction with time taken to complete most recent repair |
62% |
|
Keeping properties in good repair |
Customers feel their home is well maintained |
66% |
|
Keeping properties in good repair |
Homes that do not meet the Decent Homes Standard |
0.6% |
|
Keeping properties in good repair |
Non-emergency repairs completed within target timescales |
74% |
|
Keeping properties in good repair |
Maximum target timescale for non-emergency repairs in |
40 |
|
Keeping properties in good repair |
Emergency repairs completed within target timescales |
88.7% |
|
Keeping properties in good repair |
Maximum target timescale for emergency repairs in hours |
24 |
|
Maintaining building safety |
Customers feel we provide a home that is safe |
73% |
|
Maintaining building safety |
Gas safety checks completed |
98.5% |
|
Maintaining building safety |
Fire safety checks completed |
100% |
|
Maintaining building safety |
Asbestos safety checks completed |
100% |
|
Maintaining building safety |
Water safety checks completed |
100% |
|
Maintaining building safety |
Lift safety checks completed |
92.6% |
|
Respectful and helpful |
Customers feel we listen to their views and act upon them |
56% |
|
Respectful and helpful |
Customers feel we keep them informed about things that matter to them |
68% |
|
Respectful and helpful |
Customers feel we treat them fairly and with respect |
73% |
|
Respectful and helpful engagement |
Customers' satisfaction with complaints handling |
30% |
|
Respectful and helpful engagement |
Number of stage 1 complaints per 1,000 homes |
73 |
|
Respectful and helpful engagement |
Number of stage 2 complaints per 1,000 homes |
12 |
|
Respectful and helpful engagement |
Proportion of stage 1 complaints responded to within Housing Ombudsman Complaint Handling Code Time (10 days). |
93% |
|
Respectful and helpful engagement |
Proportion of stage 2 complaints responded to within Housing Ombudsman Complaint Handling Code Time (20 days). |
71% |
|
Responsible neighbourhood management |
Number of anti-social behaviour cases opened per 1,000 homes. |
39 |
|
Responsible neighbourhood management |
Number of anti-social behaviour cases opened that involved hate incidents per 1,000 homes. |
7 |
|
Responsible neighbourhood management |
Customers' satisfaction with approach to handling anti-social behaviour. |
59% |
|
Responsible neighbourhood management |
Customers feel we make a positive contribution to their neighbourhood. |
58% |
|
Responsible neighbourhood management |
Customers' satisfaction with cleaning and maintenance of communal areas. |
52% |