Tenant Satisfaction Measures TSM's (Low cost rented accommodation)
How we're performing on TSMs
Results have been combined from our three housing associations, Newtide Homes, Samphire Homes and Victory Homes to give an overall picture of results across the Flagship Housing.
April 2024 - March 2025
The overall satisfaction with the service provided (TP01)*
75.6%
(Last year 71.9%)
Repairs & building safety
76.9%
(2024 - 71.9%)
Satisfied with our overall repairs service (TP02)*
71.1%
(2024 - 64.0%)
Satisfied with the time taken to complete your repair (TP03)*
74.7%
(2024 - 72.1%)
Satisfied with how well your home is maintained (TP04)*
81.2%
(2024 - 81.1%)
Satisfied with the safety of your home (TP05)*
99.8%
(2024 - 98.8%)
Gas safety checks carried out (BS01)*
96.6%
(2024 - 98.7%)
Fire safety checks carried out (BS02)*
99.9%
(2024 - 99.9%)
Asbestos safety checks carried out (BS03)*
95.0%
(2024 - 100.0%)
Legionella risk assessment carried out (BS04)*
100.0%
(2024 - 100.0%)
Communal passenger lift safety check carried out (BS05)*
1.4%
(2024 - 2.4%)
Proportion of homes that don't meet the Decent Homes Standard (RP01)*
72.9%
(2024 - 58.4%)
Non-emergency responsive repairs completed within timescales (RP02-1)*
94.3%
(2024 - 91.8%)
Emergency responsive repairs completed within timescales (RP02-2)*
Response times to repairs
For full details about our repairs and timescales, please see our Repairs Policy.
We’ll attend within 24 hours for emergency repairs, three days for urgent repairs and 28 days for routine repairs. We’ll aim to complete your repair right first time, however there may be circumstances where we’re unable to fix things in one visit or more work is needed. For these more complex repairs we aim to complete them within 90 days.