Resident satisfaction

The Regulator of Social Housing has introduced a set of clear and comparable performance measures (called ‘Tenant Satisfaction Measures’ or TSMs) for all Housing Associations on things that matter to residents so that they can understand their landlord’s performance.

In October 2023 we carried out a large-scale resident engagement survey using the latest TSM Survey questions  to understand how residents feel about the services we provide and to be sure services are being delivered in the way and to the standard that residents want.  The survey was carried out by MEL Research LTD on our behalf.

592 surveys were completed which provides TSM data with a confidence interval of +/-3.6 which is lower than that required by the Regulator For Social Housing to be sure that their feedback is an accurate reflection of residents' views.  In total 2,186 residents were invited to take part and from this 592 completed the survey, equating to a response rate of 27%

We carry out an annual survey each Autumn rather than collect feedback on an ongoing basis.  By carrying out the survey in this way we are  confident that the results best reflect our residents views at that point in time and can be acted upon. 

The survey results are published in the table below alongside performance information relating to building safety, complaints handling and  handling anti-social behaviour. 

Our performance for 2023/24

Overall Satisfaction
Overall Satisfaction  75%

Keeping our homes in good repair
Satisfaction with repairs 78%
Satisfaction with the time taken to complete repair 72%
Satisfaction that the home is well maintained 70%
Proportion of homes that do not meet Decent Homes Standards 0%
Non-emergency responsive repairs completed within target  88%
Emergency responsive repairs completed within target 87%

Maintaining building safety
Satisfaction that we provide a home that is safe 76%    
Homes where all required gas safety checks have been carried out 100%  
Homes where all required fire risk assessments have been carried out 100% 
Homes where all required asbestos management or re-inspections have been carried out 100%
Homes where all required legionella risk assessments have been carried out 100%
Homes where all required communal passenger lift safety checks have been carried out 100%

Respectful and helpful engagement
Satisfaction that we listen to residents views and acts upon them 60% 
Satisfaction that we keep residents informed 67%
Satisfaction that we treat residents fairly and with respect 74%

Effective complaints handling
Satisfaction with our approach to handling complaints 34% 
Number of Stage One complaints received per 1,000 homes 18
Number of Stage One complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales 67%
Number of Stage Two complaints received per 1,000 homes 5
Number of Stage Two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales 64%

Responsible neighbourhood management
Satisfaction that we keep communal areas clean and well maintained 62% 
Satisfied that we make a positive contribution to neighbourhoods 52%
Satisfaction with our approach to handling anti-social behaviour 49%
Anti-social behaviour cases per 1,000 homes 22
Anti-social behaviour cases opened that involve hate incidents 0

 

 

Data collection methodology

  • Residents’ contact details were provided by us to MEL Research who divided them into two groups: Residents for whom an email address was available and residents who did not have an email address
  • An email was sent to residents inviting them to take part in the survey, including a QR code to complete the survey online.  One week later a telephone survey began, contacting residents who hadn't completed the survey online and those for whom no email address was available
  • The TSM questions were programmed into a survey script by MEL Research with all survey data held by MEL Research for analysis that was reported back to us in November 2023
  • Targets were set based on our Low Cost Rental Accommodation (LCRA) stock for property type, number of bedrooms, gender and age
  • The report separates data from Low Cost Rental Accommodation residents from data collected from Low Cost Home Ownership (LCHO) residents in accordance with Housemark requirements
  • The final data collected from Low Cost Rental Accommodation residents has been weighted to ensure that it represents the overall profile of Low Cost Rental Accommodation residents, however data collected from Low Cost Home Ownership residents was not weighted as the sample base was too low.