TSM - Survey Results 2023-2024
Tenant Satisfaction Measures (TSM) Survey Results 2023-2024
The Council conducted its first tenant satisfaction survey in 2023, where a total of 1507 responses were received, equating to a 27% response rate.
Based on your responses to the TSM survey, your tenant satisfaction results are:
Perception Survey Results
|
Theme |
Code |
Tenant Satisfaction Measure |
% very & fairly satisfied
|
|
Overall Satisfaction
|
TP01 |
Overall Satisfaction
|
80.85% |
|
Keeping properties in good repair |
TP02
TP03
TP04 |
Satisfaction with repairs
Satisfaction with the time taken to complete most recent repair
Satisfaction that the home is well maintained
|
80.89%
78.82%
79.56% |
|
Maintaining building safety |
TP05 |
Satisfaction that the home is safe
|
80.32% |
|
Respectful & helpful engagement |
TP06
TP07
TP08
|
Satisfaction that the landlord listens to tenants views and acts upon them
Satisfaction that the landlord keeps tenants informed about things that matter to them
Agreement that the landlord treats tenants fairly and with respect
|
66.37%
72.89%
75.83% |
|
Effective handling of complaints |
TP09 |
Satisfaction with the landlords approach to handling complaints
|
49.96% |
|
Responsible neighbourhood management
|
TP10
TP11
TP12 |
Satisfaction that the landlord keeps communal areas clean and well maintained
Satisfaction that the landlord makes a positive contribution to neighbourhoods
Satisfaction with the landlords approach to handing anti-social behaviour
|
70.04%
58.37%
51.92% |
Management Information
|
Code
|
Tenant Satisfaction Measure
|
Result
|
|
BS01 |
Proportion of homes for which all required gas safety checks have been carried out.
|
99.23% |
|
BS02 |
Proportion of homes for which all required fire risk assessments have been carried out.
|
100% |
|
BS03 |
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out.
|
100% |
|
BS04 |
Proportion of homes for which all required legionella risk assessments have been carried out.
|
100% |
|
BS05 |
Proportion of homes for which all required communal passenger lift safety checks have been carried out.
|
100% |
|
RP01 |
Proportion of homes that do not meet the Decent Homes Standard.
|
1.62% |
|
RP02 (1) |
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale.
|
46% |
|
RP02 (2) |
Proportion of emergency responsive repairs completed within the landlord’s target timescale.
|
62% |
|
Q6a
|
Number of responsive repairs raised during the reporting year.
|
14,260 |
|
Q6b
|
Number of responsive repairs that were cancelled by the landlord during the reporting year (for any reason and including those cancelled at tenant request).
|
565 |
|
Q6c
|
Number of responsive repairs reclassified as planned or cyclical works during the reporting.
|
0 |
|
Q6d
|
Number of responsive repairs completed within the reporting year.
|
10,312 |
|
Q6e
|
Number of responsive repairs that have not been completed ('work-in-progress') at year end.
|
3948 |
|
NM01 |
Number of Anti-Social Behaviour cases, opened per 1,000 homes |
78 |
|
NM02 |
Number of Anti-Social Behaviour cases that involve hate incidents per 1,000 homes
|
0.9% |
|
CH01 (1) |
Number of stage one complaints received per 1,000 homes
|
47.5% |
|
CH01 (2) |
Number of stage two complaints received per 1,000 homes
|
6.2% |
|
CH02 (1) |
Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
|
97% |
|
CH02 (2)
|
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
|
91% |
Summary
The results show that the Council is performing well in areas such as overall service, repairs and maintenance and its approach to complaints handling.
What is next?
In areas identified as needing improvement, we will be implementing several proactive approaches to help improve satisfaction. These measures include:
- Using a tenant engagement van to improve direct tenant engagement.
- Ensuring that tenant profiling information is regularly updated to improve tenant understanding and responsiveness.
- Development of a new Tenant Engagement Strategy
- Improving tenant relationships to ensure new policies or strategies are reflective of tenant needs.
- Working towards a Tenant Participation Service (TPAS) accreditation to demonstrate the use of best practice in relation to engaging our tenants. TPAS is the acknowledged national umbrella organisation for tenant participation in the country.
- Undertaking more focus groups and tenant panels to ensure prominent tenant issues are identified and rectified promptly.
- Enhancing the complaints handling process by updating the Council’s complaints system, implementing a new Complaints Policy, and providing staff training
- Implementing neighbourhood walkabouts with tenants, members, and Police
- Pursuing an anti-social behaviour accreditation, to ensure best practice when dealing with ASB related issues.