Tenant Satisfaction Measures - results (Low cost home ownership)

Person smiling with child

How we're performing on TSMs

April 2024 - March 2025

The overall satisfaction with the service provided

The overall satisfaction with the service provided (TP01)*

54.6%

Building safety

74.3%

Satisfied with the safety of your home (TP05)*

98.8%

Gas safety checks carried out (BS01)*

96.6%

Fire safety checks carried out (BS02)*

99.9%

Asbestos safety checks carried out (BS03)*

95.0%

Legionella risk assessments carried out (BS04)*

100.0%

Communal passenger lift safety checks carried out (BS05)*

Engagement & respect

43.1%

Satisfied your views are listened to and acted upon (TP06)*

54.5%

Satisfied you're kept informed about the things that matter to you (TP07)*

65.6%

Satisfied you're treated with fairness and respect (TP08)*

Effective handling of complaints

33.6%

Satisfied with our approach to complaints handling (TP09)*

38.9

Stage 1 complaints received per 1000 homes (CH01-1)*

10.2

Stage 2 complaints received per 1000 homes (CH01-2)*

89.3%

Stage 1 complaints responded to within complaints handling code timescales (CH02-1)*

54.5%

Stage 2 complaints responded to within complaints handling code timescales (CH02-2)*

Neighbourhood services

46.9%

Communal areas are clean and well maintained (TP10)*

42.9%

Positive contribution to your neighbourhood (TP11)*

36.1%

Satisfied with our approach to handling anti-social behaviour (TP12)*

48

Anti-social behaviour cases opened per 1000 homes (NM01-1)*

2.1

Anti-social behaviour cases that involve hate incidents opened per 1000 homes (NM01-2)*