Tenant satisfaction measures and scores
The Regulator of Social Housing in England has introduced a new system for assessing the performance of social housing landlords in providing quality homes and services. This includes a set of tenant satisfaction measures (TSMs) that landlords must report on, which will be used to understand how well landlords are doing.
TSMs aim to make landlords’ performance more visible to tenants and help them hold their landlords to account. The measures are intended to be clear and comparable between landlords, while also giving tenants a clear picture of a landlord’s performance in key areas.
Aside from being a regulatory requirement, collecting and reporting this data is important for us as it gives us a view of what we’re doing right or wrong, how we can improve, deliver better value for money, and identify best practice.
There are currently 22 individual TSMs, which cover five themes:
- overall satisfaction,
- keeping properties in good repair,
- maintaining building safety,
- respectful and helpful engagement,
- and effective handling of complaints.
Of the 22 TSMs, 10 are measured directly by landlords and 12 are measured by landlords through tenant perception surveys.
Our tenant perception survey, conducted in late 2023, has provided valuable insights into our tenants’ experiences. More details about the survey, including how it was conducted, can be found at: www.boltonathome.org.uk/our-performance#TSMs.
The responses provided scores across 12 perception survey measures, which align with the new regulatory requirements.
Tenant survey scores:
TP01: Overall satisfaction.
TP02: Satisfaction with repairs.
TP03: Satisfaction with time taken to complete most recent repair.
TP04: Satisfaction that the home is well maintained.
TP05: Satisfaction that the home is safe.
TP06: Satisfaction that the landlord listens to tenant views and acts upon them.
TP07: Satisfaction that the landlord keeps tenants informed about things that matter to them.
TP08 Agreement that the landlord treats tenants fairly and with respect (agree/disagree).
TP09: Satisfaction with the landlord’s approach to handling complaints.
TP10: Satisfaction that the landlord keeps communal areas clean and well maintained.
TP11: Satisfaction that the landlord makes a positive contribution to neighbourhoods.
TP12: Satisfaction with the landlord’s approach to handling antisocial behaviour.
Satisfaction that the landlord has considered fire and building safety in your home.
You can see how we compare to other housing providers for the perception survey measures on our website www.boltonathome.org.uk/our-performance#TSMs.
Management tenant satisfaction measures
Target 100%
BS01: Proportion of homes for which all required gas safety checks have been carried out.
Target 100%
BS02: Proportion of homes for which all required fire risk assessments have been carried out.
Target 100%
BS03: Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out.
Target 100%
BS04: Proportion of homes for which all required legionella risk assessments have been carried out.
Target 100%
BS05: Proportion of homes for which all required communal passenger lift safety checks have been carried out.
NM01 (part 1): Number of anti-social behaviour cases opened per 1,000 homes.
NM01 (part 2): Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes.
Target 0%
RP01: Proportion of homes that do not meet the Decent Homes Standard.
Target 80%
RP02 (part 1): Proportion of non-emergency responsive repairs completed within the landlord’s target timescale.
Target 100%
RP02 (part 2): Proportion of emergency responsive repairs completed within the landlord’s target timescale.
CH01 (part 1): Number of stage one complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes.
CH01 (part 2): Number of stage two complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes.
CH02 (part 1): Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
CH02 (part 2): Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
Key actions and initiatives
We’re taking proactive steps to address the survey and management TSM findings to make changes to improve customer satisfaction. The main issues we identified from the 2023 results are:
- speed/punctuality for repairs and issue resolution,
- quality of repairs,
- property maintenance,
- complaint response times.
Here are some of the actions we’re taking or are currently in progress. Some of these actions were identified before we had the results, but we think they’ll help to address some of the issues:
Repairs
- We’ve recruited more tradespeople.
- We’re reviewing contracts to ensure the best value for money and service for our customers.
- We plan to reduce the number of inspections raised and send a tradesperson wherever possible. This will result in faster responses for jobs that can be completed by a tradesperson and ensure quicker access to an inspection for those that need one. We’ve also increased resources in our inspections team.
Complaint handling
To improve our response times, we recruited more staff to our Customer Care and Property Maintenance Teams as part of a pilot. The pilot was a success, allowing us to handle your complaints quicker and more effectively. As a result, these changes have now been implemented permanently. Further details on our learning from complaints can be found in the next section.