The Regulator of Social Housing has introduced performance measures called Tenant Satisfaction Measures. These measures aim to hold housing providers to account for their actions and give customers greater visibility of their performance.

Find out about the Regulator of Social Housing on the government's website.

Learn more about the Tenant Satisfaction Measures on the government's website. 

Here you can find out more about:

• What are Tenant Satisfaction Measures?
• Our results
• When is this happening?
• How are we collecting data from our customers?
• What will happen to my answers?
   

What are Tenant Satisfaction Measures?

There are 22 in total and all social housing providers must report on them.

The measures are split into two parts:

• 10 performance measures that we will collect through management performance information.
• 12 customer perception survey measures that will be collected through surveying customers directly.

The Tenant Satisfaction Measures cover 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.  

Our results

The results below cover the period July 2024 - September 2024 (Q2) and the year to date (YTD). 

Tenant Satisfaction Measures (TSMs)	Q2 Rental properties	YTD Rental properties	Q2 Low cost home ownership properties	YTD Low cost home ownership properties
Overall satisfaction	75.0%	75.2%	55.9%	62.1%
Satisfied with the repairs service	78.7%	79.1%	N/A	N/A
Satisfied with the time taken to complete your latest repair	71.1%	72.8%	N/A	N/A
Satisfied with how well your home is maintained	76.4%	77.6%	N/A	N/A
Satisfied your home is a safe place to live	81.1%	81.0%	92.1%	90.7%
Satisfied we listen to your views and act upon them	67.1%	68.3%	46.7%	57.5%
Satisfied we keep you informed on things that matter	72.8%	73.7%	61.9%	64.0%
Satisfied we treat you fairly and with respect	78.6%	78.9%	70.1%	75.0%
Satisfied with our approach to complaints	36.2%	37.1%	40.0%	43.6%
Satisfied we keep communal areas clean and well maintained	72.7%	74.0%	68.2%	66.7%
Satisfied we make a positive contribution to your neighbourhood	68.6%	69.2%	56.1%	57.0%
Satisfied with how we handle anti-social behaviour	61.6%	62.5%	46.5%	50.0%

You can view the results from the period April 2024 - June 2024 (Q1) 

The results below cover the period April 2023 - March 2024.

Annual customer perception survey results 2023-24

The table shows how we performed throughout the year:

Tenant Perception Measures (TSMs)	Rental properties	Low cost home ownership properties
Proportion of respondents who report that they are satisfied with the overall service from their landlord	77.3%	64.7%
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service	79.6%	Not applicable to low cost home ownership properties
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	72.5%	Not applicable to low cost home ownership properties
Proportion of respondents who report that they are satisfied that their home is well maintained	78.0%	Not applicable to low cost home ownership properties
Proportion of respondents who report that they are satisfied that their home is safe	82.7%	81.8%
Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them	67.3%	57.3%
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them	72.9%	65.8%
Proportion of respondents who report that they agree their landlord treats them fairly and with respect	80.6%	70.7%
Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling	35.1%	21.0%
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained	72.8%	58.0%
Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood	66.9%	54.3%
Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour	62.3%	50.8%

Annual management performance information

The table below shows our management performance information 2023-24:

	Rental properties	Low cost home ownership	Combined
Complaints
Number of stage one complaints received per 1,000 homes	43.4	24.4	N/A
Number of stage two complaints received per 1,000 homes	3.6	6.8	N/A
Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales	92%	81.2%	N/A
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales	95.1%	100%	N/A
Anti-social behaviour
Number of anti-social behaviour cases opened per 1,000 homes	N/A	N/A	74.4
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes	N/A	N/A	1.1
Building safety
Proportion of homes for which all required gas safety checks have been carried out	N/A	N/A	99.9%
Proportion of homes for which all required fire risk assessments have been carried out	N/A	N/A	100%
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out	N/A	N/A	100%
Proportion of homes for which all required Legionella risk assessments have been carried out	N/A	N/A	100%
Proportion of homes for which all required communal passenger lift safety checks have been carried out	N/A	N/A	100%
Decent Homes Standard and repairs
Proportion of homes that do not meet the Decent Homes Standard	0%	N/A	N/A
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale	68.7%	N/A	N/A
Proportion of emergency responsive repairs completed within the landlord’s target timescale	93.9%	N/A	N/A

When is this happening?

From 1 April 2023, all housing providers started to collect data, including surveying customers over a 12-month period.

This information was then be reported to the Regulator of Social Housing in the summer of 2024 and has been made public for everyone to view.

How we are collecting data from our customers

TLF Research are Thirteen’s customer research partners.

Since 30 May 2023, they have been contacting a selection of customers at random to provide feedback on the 12 customer perception Tenant Satisfaction Measures. The survey takes approximately 12 minutes to complete. By providing feedback, you can help us to improve the services you use every day.

View our Tenant Satisfaction Measures questionnaire.

See a summary of our Tenant Satisfaction Measures survey approach. 

TLF Research are based in Huddersfield, West Yorkshire and the telephone number they will call from begins with 01484. If you don’t want to participate, just let the surveyor know and you’ll not receive any more calls.

Please note, if you have opted out of our surveys before and would like to be considered this time, contact us via the methods below and we’ll add you back on the list:

• email: customerservices@thirteengroup.co.uk
• call: 0300 111 1000

What will happen to my answers?

The responses will be collected by Thirteen monthly and used to drive service improvements. Annually, they will be submitted to the Regulator of Social Housing who will track the sectors performance to see where improvements can be made.

Find out about the Tenant Satisfaction Measures on the government's website.