Tenant satisfaction measures 2023/24
Results of our tenant satisfaction measures from 1 April 2023 to 31 March 2024 are below.
Building safety
| Reference | Satisfaction measure | Score |
|---|---|---|
| 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% |
Anti-social behaviour
| Reference | Satisfaction measure | Score |
|---|---|---|
| NM01 (1) | Number of anti-social behaviour cases, opened per 1,000 homes. | 39.5 |
| NM01 (2) | Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes | 19 |
Decent Homes Standard and repairs
| Reference | Satisfaction measure | Score |
|---|---|---|
| RP01 | Proportion of homes that do not meet the Decent Homes Standard. | 5.5% |
| RP02 (1) | Proportion of non-emergency responsive repairs completed within the landlord’s target timescale. | 94.9% |
| RP02 (2) | Proportion of emergency responsive repairs completed within the landlord’s target timescale. | 99.6% |
Complaints
| Reference | Satisfaction measure | Score |
|---|---|---|
| CH01 (1) | Number of stage one complaints received per 1,000 homes. | 54 |
| CH01 (2) | Number of stage two complaints received per 1,000 homes. | 9 |
| CH02 (1) | Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. | 92.1% |
| CH02 (2) | Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. | 97.8% |
Tenant perception measures
| Reference | Satisfaction measure | Score |
|---|---|---|
| TP01 | Proportion of respondents who report that they are satisfied with the overall service from their landlord. | 70.7% |
| 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. | 73.8% |
| 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. | 77.3% |
| TP04 | Proportion of respondents who report that they are satisfied that their home is well maintained. | 70.4% |
| TP05 | Proportion of respondents who report that they are satisfied that their home is safe. | 73.2% |
| TP06 | Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. | 60.6% |
| TP07 | Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. | 72.3% |
| TP08 | Proportion of respondents who report that they agree their landlord treats them fairly and with respect. | 75.6% |
| 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. | 28.2% |
| TP10 | Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. | 68.2% |
| TP11 | Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. | 64.4% |
| TP12 | Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour. | 61.3% |