They are a set of measures that have been introduced to help you understand how we’re performing.
In total there are 22 measures that cover customer satisfaction with things like repairs, complaints handling, quality standard of your home and how well you feel listened to.
We collect information for these measures by asking our residents for their feedback via telephone surveys which happen every month.
Your feedback is then used to help shape and improve our service to you.
Tenant Satisfaction Measure |
April 2023 – March 2024 |
|
| TP01 | Satisfied with the overall service from their landlord. | 80.1% |
| TP02 | Satisfied with the overall repairs service. | 73.4% |
| TP03 | Satisfied with the time taken to complete their most recent repair. | 74.5% |
| TP04 | Satisfied that their home is well maintained. | 78.3% |
| TP05 | Satisfied that their home is safe. | 82.3% |
| TP06 | Satisfied that their landlord listens to tenant views and acts upon them. | 66.8% |
| TP07 | Satisfied that their landlord keeps them informed about things that matter to them. | 74.3% |
| TP08 | Agree their landlord treats them fairly and with respect. | 81.4% |
| TP09 | Satisfied with their landlord’s approach to complaints handling. | 37.3% |
| TP10 | Satisfied that their landlord keeps communal areas clean and well maintained. | 75.7% |
| TP11 | Satisfied that their landlord makes a positive contribution to the neighbourhood. | 74.8% |
| TP12 | Satisfied with their landlord’s approach to handling anti-social behaviour. | 52.7% |
| CH01 (1) | Number of stage one complaints received per 1,000 homes. | 90.9% |
| CH01 (2) | Number of stage two complaints received per 1,000 homes. | 5.8% |
| CH02 (1) | Stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. | 89.0% |
| CH02 (2) | Stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. | 100.0% |
| RP01 | Proportion of homes that do not meet the Decent Homes Standard. | 0.3% |
| RP02 (1) | Proportion of non-emergency responsive repairs completed within the landlord’s target timescale. | 92.0% |
| NM01 (1) | Number of anti-social behaviour cases, opened per 1,000 homes. | 40.6% |
| NM01 (2) | Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes | 0.4% |
| BS01 | Proportion of homes for which all required gas safety checks have been carried out. | 100% |
| 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% |
You can find out more about how this data was collected here.