How our tenants think we're doing
Find out about Tenant Satisfaction Measures (TSMs) that tell us how residents whose homes or buildings we manage rate our performance and how well we are doing based on yearly survey results.
Tenant satisfaction measures (TSMs) help show how well social housing landlords are doing at providing good quality homes and services. They help tenants hold their landlords to account and we must show the results of our surveys.
There are two types of TSMs.
Tenant perception measures (TPMs)
Tenant perception measures survey 2023/2024
The 2023/2024 survey was carried out as part of our regulatory requirements. This was our first tenant perception survey and we will now conduct and publish the results every year.
| Reference number | What we asked our tenants about | Percentage of satisfied responses from our tenants |
|---|---|---|
| TP01 | Overall satisfaction | 64.3% |
| TP02 | Repairs | 65.7% |
| TP03 | Time taken to complete most recent repair | 63.5% |
| TP04 | Home is well maintained | 66% |
| TP05 | Home is safe | 69.4% |
| TP06 | Landlord listens to views and acts upon them | 56.7% |
| TP07 | Landlord keeps tenants informed about things that matter | 71.7% |
| TP08 | Agreement that landlord treats tenants fairly and with respect | 75.5% |
| TP09 | Landlord's approach to complaints | 25.6% |
| TP10 | Landlord keeps communal areas clean and well-maintained | 64.3% |
| TP11 | Landlord makes a positive contribution to neighbourhood | 69.9% |
| TP12 | Landlord's approach to handling anti-social behaviour (ASB) | 59.5% |
Methodology for tenant perceptions survey 2023/2024
We commissioned Kwest Research to conduct a telephone survey on our behalf.
The survey was carried out from 17 August 2023 to 15 November 2023
For us to meet our requirements, we need to conduct a certain number of surveys for the amount of properties we manage. As we have around 25,000 tenants, we had to have at least 1,019 completed surveys to achieve a representative sample (enough tenants that can give us a good idea what most of our tenants think). But we asked Kwest to complete 2,500 surveys for a wider range of tenant feedback.
Kwest used a sampling method that took into account:
- management type
- age group
- number of bedrooms
- area office.
For more details on the methodology, please refer to the Tenant Perception Measure Methodology 2023/24 and Tenant Perception Questionnaire 2023/24.
2022 survey
The questions and methodology for our 2022 survey were different to the tenant perception survey, which is a new type of survey introduced soon after.
Kwest carried out an independent large sample survey of tenants and leaseholders from October 2021 to November 2021. The aim of the survey was to help us understand residents’ views about their homes and their satisfaction with our services.
Note that questions from this survey were different from 2023/2024.
| What we asked our residents about | Percentage of satisfied responses from residents |
|---|---|
| Overall service | 60% |
| Quality of the home | 61% |
| Neighbourhood as a place to live | 72% |
| Get value for money from rent | 61% |
| How social housing provider handles repairs and maintenance | 58% |
| How easy the social housing provider is to deal with | 55% |
| Safety and security of the home | 64% |
| How social housing provider listens to views and acts upon them | 45% |
| Opportunities to make your views known | 41% |
| Maintenance of communal outdoor facilities on estates | 55% |
| Cleaning / caretaking on estates | 63% |
| Value of service charge | 48% |
Methodology for 2022 survey
We asked 14,372 households to share their views, with the sample made up of 7,544 tenanted households and 6,828 leaseholders. Six separate surveys were designed to target each resident group and make sure that the survey focussed on relevant issues to them.
Residents completed the survey online or by post.
The survey methodology and questions were different to the 2023/2024 tenant perceptions survey.
Management information measures (MIs)
There are ten MIs across four areas. They are collected in landlord and management data.
Management information measures report 2023-24
This report covers the 1 April 2023 to 31 March 2024.
| Reference number; | Description of standard | Percentage / number |
|---|---|---|
| RP01 | Homes that do not meet the Decent Homes Standard | 3.2% |
| RP02 | Non-emergency repairs completed within target timescale | 70.6% |
| RP02 | Emergency repairs completed within target timescale | 92.1% |
| BS01 | Gas safety checks completed | 99.7% |
| BS02 | Fire safety checks completed | 98.8% |
| BS03 | Asbestos safety checks completed | 99.7% |
| BS04 | Water safety checks completed | 100% |
| BS05 | Lift safety checks completed | 82.6% |
| CH01 | Number of Stage 1 complaints relative to the size of the landlord (number of complaints per 1,000 properties) | 70.5 |
| CH01 | Number of Stage 2 complaints relative to the size of the landlord (number of complaints per 1,000 properties) | 19.1 |
| CH02 | Stage 1 complaints responded to within Complaint Handling Code timescales | 74.8% |
| CH02 | Stage 2 complaints responded to within Complaint Handling Code timescales | 96.7% |
| NM01 | Anti-social behaviour cases relative to the size of the landlord (number of cases per 1,000 properties) | 12.3 |
| 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) | 0.2 |
How we collect and report our Tenant Satisfaction Measures (methodology)
Since the publication of the TSMs in September 2022, we have created plans and procedures to make sure we are submitting accurate and quality-assured data to the Social Housing Regulator.
We have worked with our service leads over the last 18 months to refine our collection and reporting processes with quarterly reporting and comparing our performance with other London authorities.
This has meant we have found potential issues early and taken action to solve them before we submitted our results in June 2024. As of March 2023, when we entered the official reporting period, we have been reporting all management indicators every quarter, and some monthly for internal scrutiny.