Tenant Satisfaction Measures
Our TSM data for 2023-24
TSMs Collected from Acuity Tenant Perception Surveys
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% |
Publication of Summary of Approach
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.
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a. a summary of achieved sample size (number of responses) |
Total = 1,029 (LCRA=8339) (LCHO=145) |
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b. timing of survey |
Quarterly |
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c. collection method(s) |
Telephone with the option of response by email from interviewer |
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d. sample method |
Random stratified with quotas (Tenure, Area and Age) |
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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) |
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f. any weighting applied to generate the reported perception measures (including a reference to all characteristics used to weight results) |
N/A |
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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 |
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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 |
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i. reasons for any failure to meet the required sample size requirements summarised in Table below** |
N/A |
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j. type and amount of any incentives offered to tenants to encourage survey completion |
N/A |
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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)
- 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.
- 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.
- 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
Publication of Summary of Approach – The Full Questionnaire
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Question Number |
Question Text |
Responses |
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1 |
Taking everything into account, how satisfied or dissatisfied are you with the service provided by Estuary Housing? |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
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2 |
What is the main reason for your answer when it comes to overall satisfaction? |
Open response |
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3 |
How satisfied or dissatisfied are you that Estuary Housing provides a home that is well maintained? |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
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4 |
Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that Estuary Housing provides a home that is safe? |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don't know |
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5 |
Do you live in a building with communal areas, either inside or outside, that Estuary Housing is responsible for maintaining? |
Yes, No, Don't know |
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6 |
How satisfied or dissatisfied are you that Estuary Housing keeps these communal areas clean and well-maintained? |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
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7 |
As you do not feel that your home (and/or the communal areas) are well maintained and safe for you to live in, please can you explain why and suggest what could be improved? |
Open response |
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8 |
How satisfied or dissatisfied are you that your rent provides value for money? |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
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9 |
Has Estuary Housing carried out a repair to your home in the last 12 months? |
Yes, No |
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10 |
How satisfied or dissatisfied are you with the overall repairs service from Estuary Housing over the last 12 months? |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
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11 |
How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it? |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
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12 |
If you are not satisfied with how Estuary Housing deals with repairs, please could you explain the reason why? |
Open response |
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13 |
How satisfied or dissatisfied are you that Estuary Housing makes a positive contribution to your neighbourhood? |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don't know |
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14 |
How satisfied or dissatisfied are you with Estuary Housing's approach to handling anti-social behaviour? |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don't know |
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15 |
Have you ever reported a case of anti social behaviour to Estuary Housing? |
Yes, No |
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16 |
How satisfied or dissatisfied are you with your neighbourhood as a place to live? |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
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17 |
Please could you explain your reasons for this? |
Open response |
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18 |
How satisfied or dissatisfied are you that Estuary Housing is easy to deal with? |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
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19 |
Can you please explain why you say that about the ease of dealing with Estuary Housing? |
Open response |
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20 |
How satisfied or dissatisfied are you that Estuary Housing listens to your views and acts upon them? |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don't know |
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21 |
How satisfied or dissatisfied are you that Estuary Housing keeps you informed about things that matter to you? |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don't know |
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22 |
To what extent do you agree or disagree with the following `Estuary Housing treats me fairly and with respect`? |
Strongly agree, Agree, Neither agree nor disagree, Disagree, Strongly disagree, Not applicable / Don't know |
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23 |
How satisfied or dissatisfied are you that Estuary Housing is easy to deal with? |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
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24 |
Can you please explain why you say that about the ease of dealing with Estuary Housing? |
Open response |
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25 |
Have you made a complaint to Estuary Housing in the last 12 months? |
Yes, No |
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26 |
How satisfied or dissatisfied are you with Estuary Housing's approach to complaints handling? |
Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
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27 |
How likely would you be to recommend Estuary Housing to other people on a scale of 10 to 0, where 10 is extremely likely and 0 is not at all likely? |
10 - Extremely likely, 9, 8, 7, 6, 5, 4, 3, 2, 1, 0 - Not at all likely |
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28 |
Please can you explain your reason for awarding this score? |
Open response |
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29 |
If you were contacted again in the future and asked you to take part in another survey what is your preferred method for taking part? |
Telephone call, Email with link to online survey, Text with link to online survey, Postal questionnaire, Not sure |
TSMs Generated from Management Information
Complaints
CH01 - Complaints Relative to the Size of the Landlord
| 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 |
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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% |
Neighbourhood
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 |
Repairs
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% |
Building Safety
BS01 - 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% |
BS02 - 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% |
BS03 - 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% |
BS04 - 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% |
BS05 - 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% |
* 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.
Required Minimum Levels of Statistical Accuracy for Overall Satisfaction
| 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.