What are Tenant Satisfaction Measures?
The Transparency, Influence and Accountability Standard requires all registered providers of social housing to collect and report annually on their performance using a core set of defined measures. We call these measures the Tenant Satisfaction Measures.
We’ve asked Acuity to contact you on our behalf, rather than contacting you ourselves, so that you feel you can talk freely and honestly about our services. We want your honest opinions – we’re committed to improving our services.
How do we use them?
We use this information to improve and shape the services we offer.
It helps us to identify areas of improvement and understand what our customers think about the services we provide.
For example, if we hold a residents’ meeting, we will take a summary of the key issues and explain what we are doing to address these.
| TSM | 2023/24 Value |
|---|---|
| TSM BS01 - % Gas safety checks completed | 100.0% |
| TSM BS02 - % Fire safety checks completed | 100.0% |
| TSM BS03 - % Asbestos safety checks completed | 82.9% |
| TSM BS04 - % Water safety checks completed | 100.0% |
| TSM BS05 - % Lift safety checks completed | 100.0% |
| TSM CH01 Part 1 - Stage 1 Complaints relative to the size of the landlord | 26.6 |
| TSM CH01 Part 2 - Stage 2 Complaints relative to the size of the landlord | 7.9 |
| TSM CH02 Part 1 - % Stage 1 Complaints responded to within Complaint Handling Code timescales | 100.0% |
| TSM CH02 Part 2 - % Stage 2 Complaints responded to within Complaint Handling Code timescales | 97.5% |
| TSM NM01 Part 1 - Anti-social behaviour cases relative to the size of the landlord | 66.2 |
| TSM NM01 Part 2 - Anti-social behaviour cases relative to the size of the landlord that involve hate incidents | 1.5 |
| TSM RP01 - % Homes that do not meet the Decent Homes Standard | 0.6% |
| TSM RP02 Part 1 - % Non-emergency repairs completed within target timescale | 59.4% |
| TSM RP02 Part 2 - % Emergency repairs completed within target timescale | 94.9% |
| TSM TP01 - Overall satisfaction | 71.6% |
| TSM TP02 - % Satisfaction with repairs | 74.1% |
| TSM TP03 - % Satisfaction with time taken to complete most recent repair | 70.2% |
| TSM TP04 - % Satisfaction that the home is well maintained | 69.6% |
| TSM TP05 - % Satisfaction that the home is safe | 79.9% |
| TSM TP06 - % Satisfaction that the landlord listens to tenant views and acts upon them | 61.8% |
| TSM TP07 - % Satisfaction that the landlord keeps tenants informed about things that matter to them | 73.6% |
| TSM TP08 - % customer satisfied that we treat them fairly and with respect | 77.5% |
| TSM TP09 - % Satisfaction with the landlord’s approach to handling complaints | 40.5% |
| TSM TP10 - % Satisfaction that the landlord keeps communal areas clean and well maintained | 58.4% |
| TSM TP11 - % Satisfaction that the landlord makes a positive contribution to neighbourhoods | 66.2% |
| TSM TP12 - % Satisfaction with the landlord’s approach to handling anti-social behaviour | 70.6% |