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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:

*Percentages shown are results from 2023/24.

Overall satisfaction

67.6% proportion of respondents who report that they are satisfied with the overall service from their landlord.

Keeping properties in good repair​

71.9% proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service.

62.0% 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.

0.1% proportion of homes that do not meet the Decent Homes Standard.

 

 

88.2% proportion of non-emergency responsive repairs completed within the landlord’s target timescale.

92.1% proportion of emergency responsive repairs completed within the landlord’s target timescale.

Maintaining building safety

66.6% proportion of respondents who report that they are satisfied that their home is well maintained.

72.3% proportion of respondents who report that they are satisfied that their home is safe.

99.9% proportion of homes for which all required gas safety checks have been carried out.

99.5% proportion of homes for which all required fire risk assessments have been carried out.

99.3% proportion of homes for which all required asbestos management surveys or re-inspections have been carried out.

100.0% proportion of homes for which all required legionella risk assessments have been carried out.

100.0% proportion of homes for which all required communal passenger lift safety checks have been carried out.

Effective complaints handling

28.3% proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling.

27.9 Number of stage one complaints received per 1,000 homes.

7.3 Number of stage two complaints received per 1,000 homes.

98.8% Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.

98.2% Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.

Respectful and helpful tenant engagement

56.6% proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them.

61.3% proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them.

70.6% proportion of respondents who report that they agree their landlord treats them fairly and with respect.

Responsible neighbourhood management

48.7% proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained.

51.7% proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood.

51.8% proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour.

30.0 number of anti-social behaviour cases, opened per 1,000 homes.

0.5 number of anti-social behaviour cases that involve hate incidents 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

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

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

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?

No.

External contractors used?

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?

There are 0 tenant households excluded due to exceptional circumstances as described in paragraph 63 of the TSM guidance.

Sample size requirements?

996 maximum responses required. Beyond Housing has exceeded the minimum number and has included all responses.

Incentives?

There are no incentives given to tenants to complete the TSM survey.

Questions asked?
  • 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?

None.