Tenant Satisfaction Measures (TSM)
The Regulator of Social Housing has introduced performance measures called Tenant Satisfaction Measures (TSMs) that aim to hold housing providers to account for their actions and give customers greater visibility of their performance.
It’s important that organisations similar to Beyond Housing collect the same feedback so, as a sector, we know what’s going well and where we can strengthen our service to customers.
What are TSMs?
TSMs are indicators that aim to provide tenants with greater transparency about their landlord’s performance and quality of service and all social housing providers must report on them.
The measures are split into:
- Performance measures that we will collect through management performance information
- Customer perception survey measures that will be collected through surveying customers directly.
Covering five main themes*, we asked a selection of our customers the following: Beyond Housing TSM Survey script and questions
*Percentages shown are results from 2023/24.
Overall satisfaction
TP01 67.6% of customers were satisfied with the overall service from Beyond Housing.
Keeping properties in good repair
TP02 71.9% of customers who had a repair in the last 12 months were satisfied with the overall repairs service.
TP03 62.0% of customers who had a repair in the last 12 months were satisfied with the time it took to complete their most recent repair.
0.1% of homes do not meet the Decent Homes Standard.
88.2% of non-emergency responsive repairs were completed within Beyond Housing’s target timescale.
92.1% of emergency responsive repairs were completed within Beyond Housing’s target timescale.
Maintaining building safety
TP04 66.6% of customers were satisfied their home was well maintained.
TP05 72.3% of customers were satisfied their home was safe.
99.9% of homes had gas safety checks carried out where required.
99.5% of homes had fire risk assessments carried out where required.
99.3% of homes had asbestos management surveys or re-inspections carried out where required.
100.0% of homes had legionella risk assessments carried out where required.
100.0% of homes had communal passenger lift safety checks carried out where required.
Effective complaints handling
TP09 28.3% of customers who made a complaint in the last 12 months were satisfied with how we handled their complaint.
27.9 stage 1 complaints were received per 1,000 homes.
7.3 stage 2 complaints were received per 1,000 homes.
98.8% stage one complaints were responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
98.2% stage two complaints were responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
Respectful and helpful tenant engagement
TP06 56.6% of customers were satisfied we listened to their views and acted on them.
TP07 61.3% of customers were satisfied that we keep them informed about the things that matter to them.
TP08 70.6% of customers agreed Beyond Housing treats them fairly and with respect.
Responsible neighbourhood management
TP10 48.7% of customers with communal areas were satisfied we keep them clean and well maintained.
TP11 51.7% of customers were satisfied we make a positive contribution to their neighbourhood.
TP12 51.8% of customers were satisfied with Beyond Housing’s approach to handling anti-social behaviour.
30.0 anti-social behaviour cases were opened per 1,000 homes.
0.5 anti-social behaviour cases that involve hate incidents were opened per 1,000 homes.
The TSMs are obtained through tenant surveys. Following consultation, Beyond Housing’s approach to collecting the satisfaction measures is a twice-yearly collection (Sept/Oct and Feb/March), combining the data to achieve one yearly set of scores.
We will collect responses monthly and use feedback to drive service improvements. Data will be submitted annually to the Regulator of Social Housing who will track the sector’s performance to see where improvements can be made.
Methodology
- Number of responses
-
1101
- Total relevant population
-
14854
- Timing of survey
-
Between 1 April 2023 and 31 March 2024.
- Collection method
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The TSM survey was conducted biannually in two waves:
- Wave 1 fieldwork was carried out between 25 September and 26 October 2023
- Wave 2 fieldwork was carried out between 8 February and 12 March 2024.
- Sample method
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A quota sampling approach based on agreed characteristics to represent the profile of the full customer population. Quotas were set for:
- Age
- Area
- Tenure sub-type.
During fieldwork, the sample profile was monitored for all available demographics to ensure that the final sample profile was representative of the full customer population.
- Summary of representativeness of the sample against the relevant tenant population
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The Regulator requires providers to ensure, as far as possible, that the survey responses used to calculate the perception TSMs are representative of the relevant tenant population. The sample needs to be representative otherwise perception measures will be biased estimates of the satisfaction score for the relevant tenant population. Providers can meet this requirement through one of two routes:
1. A representative sample: This means there is no material under/over-representation of tenant groups (compared to the relevant tenant population) that is likely to affect calculated satisfaction scores.
2. Weighting responses: If the achieved sample is not representative of the tenant population then providers must appropriately weight the responses to ensure the TSMs reported are representative. Providers must reach a balanced judgement as to which characteristics to include in an assessment of representativeness based on their particular tenant profile, evidence or rationale for potential different satisfaction scores by characteristic, and available data.
Based on the review we are satisfied that the sample population and TSM results accurately reflect that of the full customer population
- Weighting used?
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No.
- External contractors used?
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Yes, IFF Research were commissioned to carry out this research in accordance with guidance provided by the Regulator of Social Housing on behalf of Beyond Housing in 2023/24. IFF Research is an independent research agency with extensive experience in gathering robust customer feedback for a wide range of sectors.
- Number of tenant households excluded?
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There are 0 tenant households excluded due to exceptional circumstances as described in paragraph 63 of the TSM guidance.
- Sample size requirements?
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996 maximum responses required. Beyond Housing has exceeded the minimum number and has included all responses.
- Incentives?
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There are no incentives given to tenants to complete the TSM survey.
- Questions asked?
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- 12 x regulatory TSM questions
- 1 x open comment after satisfaction question TP01.
- Any other methodological issues likely to have a material impact on the tenant perception measures reported?
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None.
