Tenant Satisfaction
Measures
The Regulator of Social Housing makes sure all housing associations like Grand Union are run well.
They have introduced Tenant Satisfaction Measures (TSMs) to see how well landlords like us are delivering quality homes and a good customer service.
The TSMs focus on five key themes:
- Keeping properties in good repair
- Maintaining building safety
- Respectful and helpful engagement
- Effective handling of complaints
- Responsible neighbourhood management
You can find our more about the TSMs on the gov.uk website: Tenant Satisfaction Measures
How do we get the TSM scores?
There are 22 TSM measures and 10 come from information we hold in our systems on our day-to-day work.
The other 12 come directly from an annual survey. To make sure we heard from as many of you as possible, we ran the survey in three different ways:
- Voice – our anonymous feedback platform
- Telephone
You can find out more about how we did the survey in our summary of approach document and see the questions we asked.
These measures have been designed to drive up standards and improve the quality of social housing by ensuring housing providers are accountable for the services delivered to customers.
We had a great response this year, with 1,084 of you taking part.
Our scores for 2023/24
60%
Overall satisfaction
Keeping properties in good repair
59%
Satisfied with repair service
51%
Satisfied with time taken to complete repairs
59%
Satisfied we provide a home
that is well maintained
99%
Homes that meet the Decent Homes Standard
57%
Non-emergency responsive repairs completed within our target timescale
95%
Emergency responsive repairs completed within our target timescale
Maintaining building safety
68%
Satisfied that we provide a
home that is safe
99%
Homes where all required
gas safety checks have been carried out
100%
Homes where all required
fire risk assessments have
been carried out
98%
Homes where all required asbestos management surveys or re-inspections have been carried out
100%
Homes where all required legionella risk assessments
have been carried out
100%
Homes where all required communal passenger lift safety checks have been carried out
Respectful and helpful engagement
47%
Satisfied that we listen to your views and act upon them
55%
Satisfied that we keep you informed
65%
Satisfied that we treat them
fairly and with respect
Effective handling of complaints
23%
Satisfied with our approach to complaints handling
32
Stage one complaints per 1,000 homes.
54%
Stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
2
Stage two complaints per 1,000 homes.
56%
Stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
Responsible neighbourhood management
48%
Satisfied that we keep communal areas clean / maintained
41%
Satisfied that we make a positive contribution to their neighbourhood
38%
Satisfied with our approach to handling anti-social behaviour
35
Anti-social behaviour
cases per 1,000 homes
2
Anti-social behaviour cases that involve hate incidents per 1,000 homes.
Because the questions are based on your experience over the past year, not all questions were asked to all respondents. For example, if you didn’t raise a repair during the last year, you weren’t asked about your satisfaction with our repairs service.
We can see that we have work to do to improve the levels of overall satisfaction. You can read more about the work we’re doing to make improvements here.
