Tenant Satisfaction Measures

TSMs Collected from Acuity Tenant Perception Surveys

	Low Cost Rented Accomodation	Low Cost Home Ownership
TP01 - Overall Satisfaction	65.32%	41.67%
TP02 - Satisfaction with repairs	68.20%	N/A
TP03 - Satisfaction with time taken to complete most recent repair	60.74%	N/A
TP04 - Satisfaction that the home is well maintained	70.66%	N/A
TP05 - Satisfaction that the home is safe	78.19%	61.90%
TP06 - Satisfaction that the landlord listens to tenant views and acts upon them	60.49%	25.74%
TP07 - Satisfaction that the landlord keeps tenants informed about things that matter to them	69.69%	56.14%
TP08 - Agreement that the landlord treats tenants fairly and with respect	77.78%	58.33%
TP09 - Satisfaction with the landlord’s approach to handling complaints	39.33%	21.95%
TP10 - Satisfaction that the landlord keeps communal areas clean and well maintained	60.88	47.06%
TP11 - Satisfaction that the landlord makes a positive contribution to neighbourhoods	65.92%	38.71%
TP12 - Satisfaction with the landlord’s approach to handling anti-social behaviour	62.45%	36.59%

Providers must publish a summary of the survey approach used to generate published tenant perception measures. This must be made clearly available alongside each set of tenant perception measures published by the provider. It must include at a minimum:    

Estuary Housing Summary

The Tenant Perception Questionnaire was produced by Acuity Research in line with the Regulator of Social Housing's technical requirements. Acuity conducted the survey, on Estuary's behalf, on a rolling basis using random sampling and primarily using telephone interviews. Results prepared by Acuity and are unweighted and meet the minimum requirements for statistical significance set out in Table 5, below. No households were removed from the sample frame. All TSM results were published on our website on 14th June 2024, this includes both TP metrics and metrics from management information.     
 

Publication of Summary of Approach

a. a summary of achieved sample size (number of responses)	Total = 1,029        (LCRA=8339)    (LCHO=145)
b. timing of survey	Quarterly
c. collection method(s)	Telephone with the option of response by email from interviewer
d. sample method	Random stratified with quotas (Tenure, Area and Age)
e. summary of the assessment of representativeness of the sample against the relevant tenant population (including reference to the characteristics against which representativeness has been assessed)
f. any weighting applied to generate the reported perception measures (including a reference to all characteristics used to weight results)	N/A
g. the role of any named external contractor(s) in collecting, generating, or validating the reported perception measures	Acuity Research & Practice Ltd Collecting, generating, validating reported perception measures
h. the number of tenant households within the relevant population that have not been included in the sample frame due to the exceptional circumstances described in paragraph below* with a broad rationale for their removal	N/A
i. reasons for any failure to meet the required sample size requirements summarised in Table below**	N/A
j. type and amount of any incentives offered to tenants to encourage survey completion	N/A
k. any other methodological issues likely to have a material impact on the tenant perception measures reported.	N/A

Notes from guidance in Tenant survey requirements (page 15) 

1. The summary of approach must be proportionate to the complexity of the sampling methods employed and must include sufficient information to enable reasonable assessment of the validity of the published tenant perception measures. For example, the level of detail required from a relatively large provider applying stratified sampling and weighting of responses is significantly greater than that required from a small provider employing a simple census approach. Alongside this summary, all providers must publish the questionnaire(s) used to generate survey responses. This must include any additional questions and introductory or explanatory wording communicated to tenants alongside the TSM questions.
2. As part of the summary of the assessment of representativeness, all providers that own 1,000 or more dwelling units of relevant social housing stock must set out the following: proportion of the relevant (a) tenant population and (b) total survey responses that share the principal characteristics for which representativeness has been assessed (see illustration in Table 4). For these providers, a rationale for the choice of characteristics included must be set out with reference to tenant and stock profile. Where weighting has been used to ensure that the sample is as far as possible representative, (b) must reflect the weighted total survey responses used to generate reported TSMs.
3. The summary of approach must state if the provider has undertaken any tenant perception surveys which include TSM questions but has not included these responses in the calculation of the TSMs. A rationale for why this information has been excluded must be provided. The provider must include a summary of responses by survey collection method and the rationale for the survey collection method(s) chosen. Where there are any material year-on-year changes in survey methodology, for example in survey collection method(s), a summary of these changes must be included with the reason for any such changes. Further, any analysis of year-on-year changes in tenant perception measure performance published by the provider must refer to any material changes in survey methodology that are likely to have significantly affected satisfaction scores.

* Providers must take reasonable steps to assess, identify and remove barriers to certain groups of tenants participating in surveys used to generate the TSMs. In particular, this is in respect to tenants who share one or more protected characteristics under the Equality Act 2010, and in respect of duties of that Act. Barriers may include, but are not limited to, language barriers, visual impairment, literacy or lack of access to digital media.30 Where necessary to overcome barriers to participation, it is permissible for surveys to be completed by a carer, another household member on behalf of a tenant or through an interpreter.    
**Table    
 

 

CH01 - Complaints Relative to the Size of the Landlord - per 1000 units

Number of stage one complaints made by tenants in the relevant stock type (LCRA) during the reporting year.	134.1
Number of stage two complaints made by tenants in the relevant stock type (LCRA) during the reporting year.	30.2
Number of stage one complaints made by tenants in the relevant stock type (LCHO) during the reporting year.	62.3
Number of stage two complaints made by tenants in the relevant stock type (LCHO) during the reporting year.	26.9

CH02 - Complaints Responded to Within Complaint Handling Code Timescales

1. Percentage of Stage 1 complaints made by tenants during the reporting year for the relevant stock type (LCRA) that were responded to within the Housing Ombudsman’s Complaint Handling Code timescale.	82.1%
2. Percentage of Stage 2 complaints made by tenants during the reporting year for the relevant stock type (LCRA) that were responded to within the Housing Ombudsman’s Complaint Handling Code timescale.	78.8%
3. Percentage of Stage 1 complaints made by tenants during the reporting year for the relevant stock type (LCHO) that were responded to within the Housing Ombudsman’s Complaint Handling Code timescale.	86.5%
4. Percentage of Stage 2 complaints made by tenants during the reporting year for the relevant stock type (LCHO) that were responded to within the Housing Ombudsman’s Complaint Handling Code timescale.	68.8%

NM01 - Anti-Social Behaviour Cases Relative to the Size of the Landlord

1. Total number of anti-social behaviour cases opened by or on behalf of the provider during the reporting year (including any ASB cases that involve hate incidents) per 1000 units (LCRA and LCHO combined)	44.3
2. Number of anti-social behaviour cases (as reported in part 1) that involve hate incidents opened by or on behalf of the provider during the reporting year per 1000 units (LCRA and LCHO combined).	0.5

 

RP01 - Homes That Do Not Meet the Decent Homes Standard

RP01 - Homes That Do Not Meet the Decent Homes Standard

0.0%

 

RP02 - Repairs Completed Within Target Timescale

1.  Proportion of non-emergency responsive repairs completed within the provider’s target timescale during the reporting year (LCRA).	79.7%
2. Proportion of emergency responsive repairs completed within the provider’s target timescale during the reporting year (LCRA).	98.7%

Gas Safety Checks

Proportion of homes for which all required gas safety checks have been carried out (combined LCRA, LCHO & communal, where check is required)

100%

 

Fire Safety Checks

Proportion of homes for which all required fire risk assessments have been carried out (combined LCRA, LCHO & communal, where check is required)

100%

 

Asbestos Safety Checks

Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out (combined LCRA & LCHO, where inspection is required)

100%

 

Water Safety Checks

Proportion of homes for which all required legionella risk assessments have been carried out (combined LCRA, LCHO & communal, where check is required)

100%

 

Lift Safety Checks

Proportion of homes for which all required communal passenger lift safety checks have been carried out (LCRA and LCHO stock only (combined). For this TSM, this means all such units within a property with one or more communal passenger lifts.

100%