Tenant Satisfaction Measures
As part of the Social Housing Regulation Act (2003), the Regulator of Social Housing (RSH) introduced a series of Tenant Satisfaction Measures (TSMs). These measures include 12 tenant perception measures based on satisfaction with service delivery, and 10 management information questions related to performance in areas of health and safety (for example gas safety and asbestos). The measures also include how well landlords respond to complaints.
These must be submitted to the government on an annual basis, covering the period from 1 April to 31 March, and must be made available to residents on our website. This is the first year we are reporting the measures and they will also be published on the Regulator of Social Housing’s website later this year.
On this page we set out our reported TSMs including our current position in relation to the building safety measures, to show where we have made improvements.
Tenant perception measures
12 of the 22 TSMs are taken from an annual face-to-face perception survey conducted with 1,112 council tenants by BMG Research, on our behalf. The perception survey measures levels of tenant satisfaction with the delivery of housing management services. More information on our perception survey approach can be found in the summary of approach document. You can also view the the full perception survey which contains a comprehensive breakdown of the analysis.
| TSM code | Tenant perception measure |
Performance |
|---|---|---|
| TP01 | Overall satisfaction | 64% |
| TP02 | Satisfaction with repairs | 53% |
| TP03 | Satisfaction with time taken to complete most recent repair | 52% |
| TP04 | Satisfaction that the home is well maintained | 59% |
| TP05 | Satisfaction that the home is safe | 76% |
| TP06 | Satisfaction that the landlord listens to tenant views and acts upon them | 51% |
| TP07 | Satisfaction that the landlord keeps tenants informed about things that matter to them | 66% |
| TP08 | Agreement that the landlord treats tenants fairly and with respect | 77% |
| TP09 | Satisfaction with the landlord’s approach to handling complaints | 16% |
| TP10 | Satisfaction that the landlord keeps communal areas clean and well maintained | 56% |
| TP11 | Satisfaction that the landlord makes a positive contribution to neighbourhoods | 67% |
| TP12 | Satisfaction with the landlord’s approach to handling anti-social behaviour |
67% |
Overall tenant satisfaction with the Council has increased this year to 64% from 54% in 2023. The areas where tenants are most satisfied include satisfaction that their homes are safe (76%) and that the Council treats tenants with fairness and respect (77%). Overall, we have seen improvement across eight of the 12 Tenant Perception measures compared to our 2022/23 perception survey.
We recognise that more work needs to be done on tenant satisfaction with repairs and we will continue to work with contractors to improve performance with the quality and time taken to complete a repair. Through the Area Housing Panels we also report real time data on tenant satisfaction with repairs. We will also look to improve satisfaction levels with our approach to handling complaints by working closely with the Housing Ombudsman (HO) and making the HO service more visible to tenants.
Management information (MI) measures
The ten management information measures are calculated from data that we hold and are categorised as decent homes and repairs services, complaints and antisocial behaviour and building safety.
| TSM code | Management information measure |
Performance |
|---|---|---|
| RP01 | Homes that do not meet the decent homes standard | 5% |
| RP02a | Repairs completed within target timescales | 85% |
| RP02b | Emergency repairs completed within target timescales | 98% |
95% of our stock meets the Decent Homes Standard, based on a stock condition survey carried out in 2022. For repairs completed within target timescales, considerable progress has been since this figure was last reported in March 2023 (72%), whilst performance for completing emergency repairs within target timescales is consistent with reporting from previous years. Information on repairs performance is reported quarterly to the Area Housing Panels.
| TSM code | Management information measure |
Performance |
|---|---|---|
| CH01 | Stage 1 complaints relative to the size of the landlord (per 1,000 homes) | 11.6 |
| CH01 | Stage 2 complaints relative to the size of the landlord (per 1,000 homes) | 5.4 |
| CH02 | Stage 1 complaints responded to within complaint handling code timescales | 79% |
| CH02 | Stage 2 complaints responded to within complaint handling code timescales | 57% |
| NM01 | Anti-social behaviour cases relative to the size of the landlord (per 1,000 homes) | 17.4 |
| NM02 | Number of anti-social behaviour cases that involve hate incidents opened (per 1,000 homes) | 0.2 |
The number of complaints relative to our tenant size is low, however we are continuing to work closely with tenants and the HO service to further improve our overall response times for both stage one and stage two complaints.
| TSM code | Management information measure |
Performance (2023/24) |
Performance (September 2024) |
|---|---|---|---|
| BS01 | Gas safety checks | 99% | 99% |
| BS02 | Fire safety checks | 99% | 100% |
| BS03 | Asbestos safety checks | 65% | 96% |
| BS04 | Water safety checks* | 17% | 58% |
| BS05 | Lift safety checks | 84% | 99% |
Whilst some of our figures were not as high as we wanted them to be at the end of last year, we have made considerable progress in these areas in the first part of this year. We have put measures in place to improve compliance relating to asbestos, water and lift safety checks. We have worked closely with contractors and sub-contractors to increase the number of checks that are being undertaken and intend to achieve full compliance across all building safety measures by the end of 2024.
We continue to work to improve the number of water safety checks. A dedicated Building Safety team undertakes sampling to enable the testing of the stored cold water supply and we can confirm that in 2023/24, 100% of these checks were completed*.
* The Water Safety Checks TSM relates to Legionella Risk Assessments, however we also undertake additional testing of our cold-water storage.
Feedback
If you have any questions relating to any of the Tenant Satisfaction Measures or would like to know more about how we are looking to improve any of the areas listed, do not hesitate to email us: housingandregenerationdirectorate@wandsworth.gov.uk.