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% |
| TP02 | Repairs | 66% |
| TP03 | Time taken to complete most recent repair | 64% |
| TP04 | Home is well maintained | 66% |
| TP05 | Home is safe | 69% |
| TP06 | Landlord listens to views and acts upon them | 57% |
| TP07 | Landlord keeps tenants informed about things that matter | 72% |
| TP08 | Agreement that landlord treats tenants fairly and with respect | 76% |
| TP09 | Landlord's approach to complaints | 26% |
| TP10 | Landlord keeps communal areas clean and well-maintained | 64% |
| TP11 | Landlord makes a positive contribution to neighbourhood | 70% |
| TP12 | Landlord's approach to handling anti-social behaviour (ASB) | 59% |
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 ourtenants 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.
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.
Keeping properties in good repair
- RP01: Homes that do not meet the Decent Homes Standard
- RP02: Repairs completed within target timescales
Maintaining building safety
- BS01: Gas safety checks
- BS02: Fire safety checks
- BS03: Asbestos safety checks
- BS04: Water safety checks
- BS05: Lift safety checks
Effective handling of complaints
- CH01: Complaints relative to the size of landlord
- CH02: Complaints responded to within Complaint Handling Code timescales
Responsible neighbourhood management
- NM01: Anti-social behaviour cases relative to the size of landlord
Management information measures report 2024
We will publish a report about our performance in summer 2024. This report will cover the 1 April 2023 to 31 March 2024.
How we work out and gather our TSMs (methodology)
Since the publication of the TSMs in September 2022, we have created plans and procedures to make sure that, by April 2024, we are submitting accurate and quality-assured data to the Social Housing Regulator. This includes:
- working with our service leads to make sure their teams know what they need to do to collect TSMs on time and report on them
- working through a few months' test period where we tried using TSMs early so we could solve any problems and get teams into using and reporting on the TSMs comparing our performance with other London authorities (known as benchmarking).
As of March 2023, we started official reporting and have been collecting all MIs every three months, and some every month. We are still working on improving the quality of our data so that by spring 2024, we will be confident in the data we are presenting to you.
TSM figures and specific methodologies will be coming soon.