Tenant satisfaction measures
The Tenant Satisfaction Measures (TSM) Standard requires all social housing providers to collect and report 22 performance measures. 12 of which will be collected via perception surveys, 10 relate to management performance. The TSMs cover five themes: keeping properties in good repair, maintaining building safety, respectful and helpful engagement, effective handling of complaints and responsible neighbourhood management. As well as an overall satisfaction.
We submitted our results to the Regulator of Social Housing on 27 June. The Regulator for Social Housing will be publishing results of all social housing providers and local authorities. This will help us to gain a better understanding of how we are doing compared to other local authorities that are of a similar make up to Slough.
The Tenant Satisfaction Measures 2023–24 infographic report summarises the results.
Full questions and results
TP – Satisfaction measured by tenant perception surveys.
TP01: Taking everything into account, how satisfied or dissatisfied are you with the service provided by your landlord? 45.9% satisfied.
TP02: Has your landlord carried out a repair to your home in the last 12 months? If yes, how satisfied or dissatisfied are you with the overall repairs service from your landlord over the last 12 months? 52.5% satisfied.
TP03: Has your landlord carried out a repair to your home in the last 12 months? If yes, how satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it? 45.7% satisfied.
TP04: How satisfied or dissatisfied are you that your landlord provides a home that is well-maintained?’ 51.6% satisfied.
RP - Keeping properties in good repair
RP01: Homes that do not meet the Decent Homes Standard measured by: landlords’ management information. 2.4% do not meet the standard.
RP02 (1): Proportion of non emergency repairs completed within target timescale measured by: landlords’ management information. 59.9% of non emergency repairs completed.
RP02 (2): Proportion of emergency repairs completed within the landlord’s target timescale. 99.4% completed within timescale.
TP05: Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that your landlord provides a home that is safe? 62.9% satisfied.
BS - Maintaining building safety
BS01: Gas safety checks measured by: landlords’ management information. This measure will be based on the percentage of homes that have had all the necessary gas safety checks.
99.9% of required gas safety check carried out, of 5963 properties.
BS02: Fire safety checks measured by: landlords’ management information. This measure will be based on the percentage of homes in buildings that have had all the necessary fire risk assessments. 100% of fire risk assessments carried out on the required 2947 properties.
BS03: Asbestos safety checks measured by: landlords’ management information. This measure will be based on the percentage of homes in buildings that have had all the necessary asbestos management surveys or re-inspections. 74.4% of required asbestos management surveys or re-inspections carried out on 1698, of 2281 properties. These figures were below the standard due to changeover of our repairs contractor Osborne to Cardo systems, we can report they are back to 100% since April 2024.
BS04: Water safety checks measured by: landlords’ management information. This measure will be based on the percentage of homes that have had all the necessary legionella risk assessments. 85.9% of required legionella risk assessments carried out on 256 of 298 properties. These figures were below the standard due to changeover of our repairs contractor Osborne to Cardo systems, we can report they are back to 100% since April 2024.
BS05: Lift safety checks measured by: landlords’ management information. This measure will be based on the percentage of homes in buildings where the communal passenger lifts have had all the necessary safety checks. 100% of commercial passenger lift safety checks carried out covering 273 properties.
Respectful and helpful engagement
TP06: How satisfied or dissatisfied are you that your landlord listens to your views and acts upon them? 34.6% satisfied.
TP07: How satisfied or dissatisfied are you that your landlord keeps you informed about things that matter to you? 48% satisfied.
TP08: To what extent do you agree or disagree with the following? “My landlord treats me fairly and with respect.” 56.2% agree.
TP09: Have you made a complaint to your landlord in the last 12 months? If yes, how satisfied or dissatisfied are you with your landlord’s approach to complaints handling? 20.6% satisfied.
CH - Effective handling of complaints
CH01: Complaints relative to the size of the landlord measured by: landlords’ management information. This measure will be based on the number of complaints the landlord receives for each 1,000 homes they own.
- Number of stage 1 complaints received per 1000 homes 59.1% - data relates to tenant stock of 5992 homes.
- Number of stage 2 complaints received per 1000 homes 3.3% - data relates to tenant stock of 5992 homes.
CH02: Complaints responded to within Complaint Handling Code timescales measured by: landlords’ management information.
- Proportion of stage 1 complaints responded to within the housing ombudsman complaint handling code timescales 25.4% - data relates to tenant stock of 5992 homes.
- Proportion of stage 2 complaints responded to within the housing ombudsman complaint handling code timescales 10% - data relates to tenant stock of 5992 homes.
TP10: Do you live in a building with communal areas, either inside or outside, that your landlord is responsible for maintaining? If yes, how satisfied or dissatisfied are you that your landlord keeps these communal areas clean and well-maintained? 50.2% satisfied.
TP11: How satisfied or dissatisfied are you that your landlord makes a positive contribution to your neighbourhood? 40.4% satisfied.
TP12: How satisfied or dissatisfied are you with your landlord’s approach to handling anti-social behaviour? 42% satisfied.
NM - Responsible neighbourhood management
NM01: Anti-social behaviour cases relative to the size of the landlord measured by: landlords’ management information. This measure will be based on the number of anti-social behaviour cases opened for each 1,000 homes the landlord owns, including the number of cases that involve hate incidents.
- 15.1 anti-social behaviour cases opened per 1000 homes - data relates to tenant stock of 5992 homes.
- 0.3 anti-social behaviour cases that involve hate incidents opened per 1000 homes - data relates to tenant stock of 5992 homes.