Tenant Satisfaction Measures Survey
Earlier this year we conducted a Tenant Satisfaction Measures survey, in line with the new Tenant Satisfaction Measure standard set out by the Regulator for Social Housing.
We contacted all 276 of our housing tenants of which we received 88 responses, representing a 32% response rate and statistically valid sample.
Overall satisfaction with our housing service was 77%, which benchmarks well externally with the median for similar organisations being 77.5%. Larger organisations are typically achieving 65%.
The survey was mainly a face-to-face exercise, where we called on residents for pre-arranged visits.
Our key areas for improvement include complaints handling, satisfaction with St Anne’s contribution to neighbourhood and anti-social behaviour, with complaints being the most pressing issue for tenants. We have measures in place and underway to address these areas of the service.
We were pleased to see the satisfaction metrics with repairs were in excess of 80%. While there is room for improvement, we again perform well when compared to similar organisations.
| Tenant Satisfaction Measures | % positive | |
| Code | From Survey | |
| TP01 | Overall satisfaction | 77% |
| TP02 | Satisfaction with repairs | 83% |
| TP03 | Satisfaction with time taken to complete most recent repair | 80% |
| TP04 | Satisfaction that the home is well maintained | 83% |
| TP05 | Satisfaction that the home is safe | 80% |
| TP06 | Satisfaction that the landlord listens to tenant views and acts upon them | 78% |
| TP07 | Satisfaction that the landlord keeps tenants informed about things that matter to them | 82% |
| TP08 | Agreement that the landlord treats tenants fairly and with respect | 83% |
| TP09 | Satisfaction with the landlord’s approach to handling complaints | 59% |
| TP10 | Satisfaction that the landlord keeps communal areas clean and well maintained | 80% |
| TP11 | Satisfaction that the landlord makes a positive contribution to neighbourhoods | 73% |
| TP12 | Satisfaction with the landlord’s approach to handling anti-social behaviour | 72% |
| From Management Data | ||
| CH01 | Complaints Relative to the Size of Landlord | 15 |
| CH02 | Complaints Responded to within Complaint Handling Code Timescales | 50% |
| NM01 | Anti-Social Behaviour cases relative to size of landlord | 48 |
| RP01 | Homes that do not meet Decent Homes Standard | 0% |
| RP02 | Non-emergency repairs completed within target timescale | 95% |
| RP02 | Emergency repairs completed within target timescale | 100% |
| BS01 | Gas safety checks | 100% |
| BS02 | Fire safety checks | 97% |
| BS03 | Asbestos safety checks | 100% |
| BS04 | Water safety checks | 100% |
| BS05 | Lift safety checks | 100% |
