Tenant satisfaction measures results 2023-24
Thank you to everyone who took part in the tenant perception survey to inform the 2023-24 tenant satisfaction measures. The results show areas of good performance, such as keeping properties in good repair and maintaining building safety. The strongest links found with overall satisfaction are having a well maintained home, treating tenants fairly and with respect, and listening to tenants views.
The results have also highlighted areas where satisfaction could be improved with the handling of complaints and anti-social behaviour, and keeping communal areas clean and well maintained. From the feedback received in the tenant perception survey, we’re looking at what we need to do to improve satisfaction in these areas.
Overall satisfaction
| Question | Result |
|---|---|
| Proportion of respondents who report that they are satisfied with the overall service from their landlord | 72.3% |
Keeping properties in good repair
| Question | Result |
|---|---|
| Proportion of homes that do not meet the Decent Homes Standard | 1.1% |
| Proportion of non-emergency responsive repairs completed within the landlord's target timescales | 81.1% |
| Proportion of emergency responsive repairs completed within the landlord's target timescales | 91.2% |
| Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service | 77.8% |
| Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair | 81.3% |
| Proportion of respondents who report that they are satisfied that their home is well maintained | 75.1% |
Maintaining building safety
| Question | Result |
|---|---|
| Proportion of homes for which all required gas safety checks have been carried out | 100% |
| Proportion of homes for which all required fire risk assessments have been carried out | 93.9% |
| Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out | 100% |
| Proportion of homes for which all legionella risk assessments have been carried out | 83.9% |
| Proportion of homes for which all required communal passenger lift safety checks have been carried out | 100% |
| Proportion of respondents who report that they are satisfied that their home is safe | 78.0% |
Respectful and helpful engagement
| Question | Result |
|---|---|
| Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them | 62.8% |
| Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them | 68.5% |
| Proportion of respondents who report that they agree their landlord treats them fairly and with respect | 76.2% |
Effective handling of complaints
| Question | Result |
|---|---|
| Number of stage one complaints received per 1,000 homes | 4.7 |
| Number of stage two complaints received per 1,000 homes | 0.5 |
| Proportion of stage one complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales | 65.0% |
| Proportion of stage two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales | 100% |
| Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling | 30.9% |
Responsible neighbourhood management
| Question | Result |
|---|---|
| Number of anti-social behaviour cases opened per 1,000 homes | 35.1 |
| Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes | 0 |
| Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained | 52.5% |
| Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood | 58.3% |
| Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour | 51.1% |