November Tenant Satisfaction Survey
It’s time for the annual general satisfaction survey (perception survey) which is in line with the requirements of the Regulator of Social Housing.
Acuity Research and Practice has been commissioned to carry this out through a mix of phone calls and online surveys and we can report back to you in the spring.
- Completing the survey online: Acuity will email randomly selected residents an invitation to complete the survey from Mid-November 2024.
- Completing the survey over the phone: Acuity interviewers will call randomly selected residents who either do not have an email address or have not completed the online survey from early December 2024.
If you receive a call from Acuity, the number displayed will be 0203 769 4448, which is a Local Area code.
Regulator of Social Housing
All registered providers of social housing are regulated by the Regulator of Social Housing.
Housing performance
All registered providers with social housing stock must calculate and publish their performance annually in line with the requirements set by the Regulator of Social Housing.
The performance information comprises 22 Tenant Satisfaction Measures (TSMs):
- 12 TSMs are collected from the tenant perception surveys
- 10 TSMs are generated from management information
Tenant Perception measures (TPs)
There are 12 Tenant Perception Measures. We measure them with a yearly tenant survey.
The measurements are:
- TP01: Overall satisfaction
- TP02: Satisfaction with repairs
- TP03: Satisfaction with time taken to complete most recent repair
- TP04: Satisfaction that the home is well maintained
- TP05: Satisfaction that the home is safe
- TP06: Satisfaction that the tenant listens to tenant views and acts upon them
- TP07: Satisfaction that the landlord keeps tenants informed about things that matter to them
- TP08: Agreement that the landlord treats tenants fairly and with respect
- TP09: Satisfaction with the landlord's approach to complaints
- TP10: Satisfaction that the landlord keeps communal areas clean and well maintained
- TP11: Satisfaction that the landlord makes a positive contribution to neighbourhoods
- TP12: Satisfaction with the landlord's approach to anti-social behaviour.
| Satisfaction measures | 2023 | 2024 |
|---|---|---|
| TP01: Overall satisfaction | 60% | 59% |
| TP02: Satisfaction with repairs | 68% | 63% |
| TP03: Satisfaction with time taken to complete most recent repair | 64% | 62% |
| TP04: Satisfaction that the home is well maintained | 58% | 59% |
| TP05: Satisfaction that the home is safe | 64% | 66% |
| TP06: Satisfaction that the tenant listens to tenant views and acts upon them | 42% | 52% |
| TP07: Satisfaction that the landlord keeps tenants informed about things that matter to them | 53% | 64% |
| TP08: Agreement that the landlord treats tenants fairly and with respect | 61% | 68% |
| TP09: Satisfaction with the landlord's approach to complaints | 29% | 19% |
| TP10: Satisfaction that the landlord keeps communal areas clean and well maintained | 64% | 60% |
| TP11: Satisfaction that the landlord makes a positive contribution to neighbourhoods | 52% | 57% |
| TP12: Satisfaction with the landlord's approach to anti-social behaviour | 48% | 53% |
View the Tenant Perception Measures survey 2024. The 2024 survey was carried out in January 2024. This was in line with the new regulatory requirements.
Management Information measures (MIs)
In addition to the 12 perception measures, there are ten Management Information Measures across four areas. The landlord collects these using management data. We will publish a report about our performance in June 2024. This report will cover 1 April 2023 to 31 March 2024.
Below is a list of the management information measures that we will be reporting:
Keeping properties in good repair
- RP01: Homes that do not meet the Decent Homes Standard
- RP02: Repairs completed within target timescales
Maintaining building safety
- BS01: Gas safety checks
- BS02: Fire safety checks
- BS03: Asbestos safety checks
- BS04: Water safety checks
- BS05: Lift safety checks
Effective handling of complaints
- CH01: Complaints relative to the size of landlord
- CH02: Complaints responded to within Complaint Handling Code timescales
Responsible neighbourhood management
- NM01: Anti-social behaviour cases relative to the size of landlord
| Tenant Satisfaction Measure (TSM) | 2023/24 result |
|---|---|
| CH01: Complaints relative to the size of the landlord | 60.71 |
| CH01a: Stage 1 Complaints relative to the size of the landlord | 51.95 |
| CH01b: Stage 2 Complaints relative to the size of the landlord | 8.76 |
| CH02: Complaints responded to within Complaint Handling Code timescales | 80.8% |
| CH02a: Stage 1 Complaints responded to within Complaint Handling Code timescales | 79.5% |
| CH02b: Stage 2 Complaints responded to within Complaint Handling Code timescales | 88.1% |
| NM01a: Anti-social behaviour (ASB) cases relative to the size of the landlord | 32.13 |
| NM01b: Anti-social behaviour (ASB) cases reported as Hate | 3.13 |
| RP01: Homes that do not meet the Decent Homes Standard | 6.9% |
| RP02: Repairs completed within target timescale | 90% |
| RP02(a): Emergency Repairs completed within target timescale | 96.2% |
| RP02(b): Non-Emergency Repairs completed within target timescale | 88.9% |
| BS01: Gas safety checks | 99.9% |
| BS02: Fire safety checks | 98.8% |
| BS03: Asbestos safety checks | 100% |
| BS04: Water safety checks | 90.7% |
| BS05: Lift safety checks | 77.3% |
2023 Housing satisfaction survey results
The 2023 Housing satisfaction survey was done in March 2023.
- 967 responses were received from tenants. View the tenant's survey results.
- 180 responses were received from leaseholders. View the leaseholder's survey results.
Responses helped improve our services over the year.