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

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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)*

Engagement & respect

63.5%

(2024 - 60.5%)

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

70.0%

(2024 - 67.0%)

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

80.8%

(2024 - 76.3%)

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

Effective handling of complaints

41.5%

(2024 - 37.7%)

Satisfied with our approach to complaints handling (TP09)*

84.9

(2024 - 78.8)

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

9.1

(2024 - 5.7)

Stage 2 complaints received per 1000 homes (CHO1-2)*

91.3%

(2024 - 94.9%)

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

69.9%

(2024 - 80.2%)

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

Neighbourhood services

69.6%

(2024 - 70.9%)

Communal areas are clean and well maintained (TP10)*

63.4%

(2024 - 60.0%)

Positive contribution to your neighbourhood (TP11)*

59.1%

(2024 - 57.0%)

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

48

(2024 - 95.7)

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

2.1

(2024 - 3.1)

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