Tenant Satisfaction Measures
![Tenant Satisfaction Measures](/media/images/versions/img94joktmu719152.jpeg)
Our TSM data for 2023-24
Our TSM data for 2023-24
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:
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.
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 |
* 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
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 |
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% |
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 | 0.0% |
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% |
Proportion of homes for which all required gas safety checks have been carried out (combined LCRA, LCHO & communal, where check is required) | 100% |
Proportion of homes for which all required fire risk assessments have been carried out (combined LCRA, LCHO & communal, where check is required) | 100% |
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% |
Proportion of homes for which all required legionella risk assessments have been carried out (combined LCRA, LCHO & communal, where check is required) | 100% |
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% |
* 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. 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.
Population |
Required Minimum Levels of Statistical Accuracy |
---|---|
Fewer than 2,500 dwelling units | +/- 5%* |
2,500-9,999 dwelling units | +/- 4% |
10,000-24,999 dwelling units | +/- 3% |
25,000 dwelling units or more | +/- 2% |
* Where it is not possible to achieve this level of statistical accuracy (for example, for many providers with fewer than 1,000 dwelling units of relevant social housing stock), employing a census approach is sufficient to meet this requirement.