Tenant Satisfaction Measures TSM's (Low cost rented accommodation)

How we're performing on TSMs

April 2023 - March 2024

The overall satisfaction with the service provided (TP01)*

71.9%

Repairs & building safety

71.9%

Satisfied with our overall repairs service (TP02)*

64.0%

Satisfied with the time taken to complete your most recent repair (TP03)*

72.1%

Satisfied with how well your home is maintained (TP04)*

81.1%

Satisfied with the safety of your home (TP05)*

98.8%

Gas safety checks carried out (BS01)*

98.7%

Fire safety checks carried out (BS02)*

99.9%

Asbestos safety checks carried out (BS03)*

100.0%

Legionella risk assessments carried out (BS04)*

100.0%

Communal passenger lift safety checks carried out (BS05)*

2.4%

Proportion of homes that don't meet the Decent Homes Standard (RP01)*

58.4%

Non-emergency responsive repairs completed within timescales (RP02-1)*

91.8%

Emergency responsive repairs completed within timescales (RP02-2)*

Engagement & respect

60.5%

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

67.0%

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

76.3%

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

Effective handling of complaints

37.7%

Satisfied with our approach to complaints handling (TP09)*

78.8

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

5.7

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

94.9%

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

80.2%

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

Neighbourhood services

70.9%

Communal areas are clean and well maintained (TP10)*

60.0%

Positive contribution to your neighbourhood (TP11)*

57.0%

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

95.7

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

3.1

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