Tenant Satisfaction Measures
Tenant Satisfaction Measures: What they are and why they matter
The Regulator of Social Housing has introduced a new set of satisfaction measures called Tenant Satisfaction Measures. These measures will be used to see how well social housing providers, including housing associations like us, are doing at providing good quality homes and services.
There are 22 tenant satisfaction measures that all social housing providers must report on. Twelve of these will be collected through a satisfaction survey that we carry out with a random selection of tenants throughout the year.
You may be contacted by our research partners BMG to answer questions about the following key areas:
- Overall satisfaction
- Keeping properties in good order
- Maintaining building safety
- Safety checks
- Respectful and helpful engagement
- Effective handling of complaints/ASB
- Responsible neighbourhood management
We report the results to the Regulator on these measures once a year. These are then reviewed and published on the RSH website each autumn, along with the results of all other social housing landlords.
The results we receive from our surveys will also be published below and updated following each survey wave. We will continue to review how we share this information with our customers going forward.
For more information about the Tenant Satisfaction Measures, including an ‘easy read’ Tenant Satisfaction Measures booklet, please see the links below:
Tenant Satisfaction Measures – More information
Tenant Satisfaction Measures – ‘easy read’ booklet
Additional Tenant Satisfaction Measures information – 2023
Tenant Perception Survey
As part our customer engagement, believe housing appointed an external provider, BMG Research, to carry out our tenant perception survey to ensure all feedback was collected fairly and impartially.
The questions asked were those provided by the Regulator of Social Housing for the Tenant Satisfaction Measures and followed and fulfilled the principles set out in the TSM Survey and Technical Requirements guidelines. A number of additional perception questions were also asked to gather further feedback from our customers. Click the following link to download a copy of the tenant perception survey questions.
Our survey was conducted by telephone over two waves in October and December 2023. A sample approach was used to collect a total of 1,200 responses: 592 in October and 608 in December.
To ensure that the responses received accurately reflected the voice of our customers, the final responses were weighted to match our customer profile. Responses were weighted by age, geographical location, and stock type.
No incentives were offered for survey completion.
Read our latest scores:
Overall satisfaction:
Q4 23/24: 81.4% Q1 24/25: 78.64%
Satisfaction with repairs:
Q4 23/24: 78.6% Q1 24/25: 78.4%
Satisfaction with time taken to complete the most recent repair:
Q4 23/24: 76.5% Q1 24/25: 72.0%
Satisfaction that the home is well maintained:
Q4 23/24: 80.9% Q1 24/25: 77.2%
Satisfaction that the home is safe:
Q4 23/24: 85.0% Q1 24/25: 83.1%
Satisfaction that believe housing listens to tenant views and acts upon them:
Q4 23/24: 75.0% Q1 24/25: 70.9%
Satisfaction that believe housing keeps tenants informed about things that matter to them:
Q4 23/24: 82.2% Q1 24/25: 77.2%
Agreement that believe housing treats tenants fairly and with respect:
Q4 23/24: 88.1% Q1 24/25: 84.7%
Satisfaction with believe housing’s approach to handling complaints:
Q4 23/24: 36.2% Q1 24/25: 32.8%
Satisfaction that believe housing keeps communal areas clean and well maintained:
Q4 23/24: 81.7% Q1 24/25: 70.4%
Satisfaction that believe housing makes a positive contribution to neighbourhoods:
Q4 23/24: 75.1% Q1 24/25: 71.5%
Satisfaction with believe housing’s approach to handling anti-social behaviour:
Q4 23/24: 67.3% Q1 24/25: 62.7%
Complaints relative to the size of the landlord per 1,000 homes:
Q4 23/24 Stage 1: 12.4 Q1 24/25: 10.2
Q4 23/24 Stage 2: 1.7 Q1 24/25: 1.8
Complaints responded to within Complaint Handling Code timescales:
Q4 23/24 Stage 1: 80.9% Q1 24/25: 95.6%
Q4 23/24 Stage 2: 70.0% Q1 24/25: 92.6%
Antisocial behaviour cases relative to the size of the landlord, per 1,000 homes:
Q4 23/24: 52.1 Q1 24/25: 10.9
Number of antisocial behaviour cases that involve hate incidents per 1,000 homes:
Q4 23/24: 0 Q1 24/25: 0
Homes that do not meet the Decent Homes Standard:
Q4 23/24: 0.2% Q1 24/25: 0.06%
Repairs completed within target timescale:
Q4 23/24 Emergency: 97.7% Q1 24/25: 98.5%
Q4 23/24 Non-emergency: 89.6% Q1 24/25: 83.9%
Gas safety checks
Q4 23/24: 99.9% Q1 24/25: 99.9%
Fire safety checks
Q4 23/24: 100% Q1 24/25: 100%
Asbestos safety checks
Q4 23/24: 100% Q1 24/25: 100%
Water safety checks
Q4 23/24: 100% Q1 24/25: 100%
Lift safety checks
Q4 23/24: 100% Q1 24:25: 100%
Satisfaction with the most recent repair:
84.89%
Antisocial behaviour cases that involve hate incidents:
0
Electric safety checks
100%
Damp and mould cases
816
Repairs completed right first time
93.1%
Average energy efficiency of all properties
69.1
% of decent homes survey completed in the last five years
79%
Number of home improvements delivered (so far this year or in last financial year)
5,530
£ amount spend improving our homes
£23,589,429
Investment in local community groups (grants total amount)
£247,858
£ social value from investment
£6,633,806
Total number of days our staff have volunteered
52
Number of new social homes built
89
% new customers sustaining their tenancy for more than 12 months
97.64%
Number of empty properties
178
Average relet time
36.16 Days
Number of engagement activities
17 carried out (excluding TSMs)
379 customers responded
Number of calls answered by our customer hub
214,977
£ of unclaimed benefits secured for our customers
£1,628,951
Number of rent-to-buy homes built
113
Number of customers supported to sustain their tenancy
4,822
Number of customers helped to access water grants
247
Number of customers supported by our Urgent Support Team
800 cases
% of rent collected
100%
Carbon footprint
18,392.82 tonnes
Staff turnover
11.4%
Best companies score
3 Star
Healthy culture score
84
% tenancy turnover
7.66%
Average relet time (standard properties) (days)
36.2