Council housing performance
Tenant Satisfaction Measures
The Regulator of Social Housing has established a set of 12 Tenant Satisfaction Measures (TSMs) to ensure that social housing landlords provide high-quality homes and services. These measures are designed to give tenants a clear understanding of how well their landlords are performing and to identify areas that may need improvement.
Each year, a survey is sent out to tenants to gather feedback on the following 12 key areas:
- Overall satisfaction: General satisfaction with the landlord's services.
- Repairs: Satisfaction with the repairs and maintenance service.
- Building safety: Satisfaction with the safety and security of the home.
- Complaints handling: Satisfaction with how complaints are handled.
- Communication: Satisfaction with how well the landlord keeps tenants informed.
- Tenant involvement: Satisfaction with opportunities to participate in decision-making.
- Neighbourhood management: Satisfaction with the management of the surrounding area.
- Anti-Social Behaviour: Satisfaction with how anti-social behaviour is dealt with.
- Value for money: Satisfaction with the value for money of rent and service charges.
- Home quality: Satisfaction with the quality of the home.
- Neighbourhood quality: Satisfaction with the quality of the neighbourhood.
- Resident engagement: Satisfaction with how respectfully and helpfully landlords engage with tenants.
| Code | Measure | Percentage |
|---|---|---|
| TP01 | Proportion of respondents who report that they are satisfied with the overall service from their landlord. | 63.2% |
| TP02 | Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service. | 68.8% |
| TP03 | Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair. | 66.3% |
| TP04 | Proportion of respondents who report that they are satisfied that their home is well maintained. | 63.4% |
| TP05 | Proportion of respondents who report that they are satisfied that their home is safe. | 69.4% |
| TP06 | Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. | 53.2% |
| TP07 | Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. | 60.7% |
| TP08 | Proportion of respondents who report that they agree their landlord treats them fairly and with respect. | 73.4% |
| TP09 | Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord's approach to complaints handling. | 23.2% |
| TP10 | Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. | 56.1% |
| TP11 | Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. | 54.9% |
| TP12 | Proportion of respondents who report that they are satisfied with their landlord's approach to handling anti-social behaviour. | 46.5% |
The remainder are based on council performance information:
| Code | Performance | Percentage |
|---|---|---|
| RP01 | Homes that do not meet the A decent home: definition and guidance. | 14.4% |
| RP02 | Non-emergency repairs completed within target timescale | 86.5% |
| RP02 | Emergency repairs completed within target timescale | 94.7% |
| BS01 | Gas safety checks completed | 99.9% |
| BS02 | Fire safety checks completed | 81.7% |
| BS03 | Asbestos safety checks completed | 100% |
| BS04 | Water safety checks completed | 6.5% |
| BS05 | Lift safety checks completed | 100% |
| C01 | Number of Stage 1 complaints relative to the size of the landlord (number of complaints per 1,000 properties) | 38.5% |
| CH01 | Number of Stage 2 complaints relative to the size of the landlord (number of complaints per 1,000 properties) | 9.4% |
| CH02 | Stage 1 complaints responded to within Complaint Handling Code timescales | 73.3% |
| CH02 | Stage 2 complaints responded to within Complaint Handling Code timescales> | 68.2% |
| NM01 | Anti-social behaviour cases relative to the size of the landlord (number of cases per 1,000 properties) | 25.4% |
| NM01 | Anti-social behaviour cases that involve hate incidents, relative to the size of the landlord (number of cases with hate incidents per 1,000 properties) | 4.5 |