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:

  1. Keeping properties in good repair
  2. Maintaining building safety
  3. Respectful and helpful engagement
  4. Effective handling of complaints
  5. 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
  • Email

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

overall-satisfaction

62.5% LCRA

33.7% LCHO

Combined satisfaction

LCRA= Low-Cost Rental Accommodation customers – LCHO= Low-Cost Home Ownership customers

Keeping properties in good repair

TSM - Repairs

59.1% LCRA

Satisfied with repair service

TSM - Repairs time taken

51.1% LCRA

Satisfied with time taken to complete repairs

TSM - Well maintained home

59.2% LCRA

Satisfied we provide a home
that is well maintained

TSM - Decent homes

99.8% combined

Homes that meet the Decent Homes Standard

TSM - Non emergency repairs

56.6% combined

Non-emergency responsive repairs completed within our target timescale

TSM - Emergency repairs

95.0% combined

Emergency responsive repairs completed within our target timescale

LCRA= Low-Cost Rental Accommodation customers – LCHO= Low-Cost Home Ownership customers

Maintaining building safety

TSM - Safe home

69.1% LCRA

55.7% LCHO

Satisfied that we provide a
home that is safe

TSM - Gas

100% combined

Homes where all required
gas safety checks have been carried out

TSM - Fire

100% combined

Homes where all required
fire risk assessments have
been carried out

TSM - Asbestos

98.5% combined

Homes where all required asbestos management surveys or re-inspections have been carried out

TSM - Legionella

100% combined

Homes where all required legionella risk assessments
have been carried out

TSM - Lifts

100% combined

Homes where all required communal passenger lift safety checks have been carried out

LCRA= Low-Cost Rental Accommodation customers – LCHO= Low-Cost Home Ownership customers

Respectful and helpful engagement

TSM - Customer feedback

49.2% LCRA

24.7% LCHO

Satisfied that we listen to your views and act upon them

TSM - Feedback

56.6% LCRA

39.0% LCHO

Satisfied that we keep you informed

TSM - Respect

66.6% LCRA

40.5% LCHO

Satisfied that we treat them
fairly and with respect

LCRA= Low-Cost Rental Accommodation customers – LCHO= Low-Cost Home Ownership customers

Effective handling of complaints

TSM - Complaint

24.3% LCRA

8.3% LCHO

Satisfied with our approach to complaints handling

TSM - Stage 1 complaints

32.1 LCRA

26.8 LCHO

Stage one complaints per 1,000 homes.

TSM - Stage 1 in target

54.5% LCRA

51.6% LCHO

Stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.

TSM - Stage 2 complaints

2.4 LCRA

0 LCHO

Stage two complaints per 1,000 homes.

TSM - Stage 2 in target

55.6% LCRA

0% LCHO

Stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.

LCRA= Low-Cost Rental Accommodation customers – LCHO= Low-Cost Home Ownership customers

Responsible neighbourhood management

TSM - Clean

52.5% LCRA

24.0% LCHO

Satisfied that we keep communal areas clean / maintained

TSM - Neighbourhood

42.1% LCRA

23.1% LCHO

Satisfied that we make a positive contribution to their neighbourhood

TSM - ASB cases

40.8% LCRA

8.8% LCHO

Satisfied with our approach to handling anti-social behaviour

TSM - ASB cases

34.8 combined

Anti-social behaviour
cases per 1,000 homes

TSM - Hate crime

1.7 combined

Anti-social behaviour cases that involve hate incidents per 1,000 homes.

LCRA= Low-Cost Rental Accommodation customers – LCHO= Low-Cost Home Ownership customers

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.