From 1 April 2023, social housing providers must collect data for tenant satisfaction measures (TSM) on areas such as:
- repairs
- safety checks
- complaints.
The measures are there so residents can hold their landlord to account and provide a source of intelligence to the regulator on whether landlords are meeting the standards.
Landlords with a stock of over 1,000 properties must submit this data yearly.
The measures are split between results from our annual tenant perception survey and also performance related data.
The results reflect:
- surveys
- works
- assessments
- complaints and anti-social behaviour handling.
Find out more about the 2024 to 2025 tenant satisfaction measures survey.
See below results for 1 April 2023 to 31 March 2024.
Perception measures 2023 to 2024
| Measure | Result |
|---|---|
| Overall satisfaction | 69% |
| Satisfaction with repairs | 70.6% |
| Satisfaction with time taken to complete most recent repair | 66.9% |
| Satisfaction that home is well maintained | 68.8% |
| Satisfaction that you feel safe at home | 69.8% |
| Satisfaction that your landlord listens and acts | 51.3% |
| Satisfaction that your landlord keeps you well informed | 61.8% |
| Agree that your landlord is fair and respectful | 67.7% |
| Satisfaction with complaint handling | 26.2% |
| Satisfaction that communal areas are kept clean and well maintained | 63.6% |
| Satisfaction that your landlord makes a positive contribution | 53.6% |
| Satisfaction with landlord’s handling of anti-social behaviour | 45% |
Management information 2023 to 2024
| Measure | Result |
|---|---|
| Proportion of homes for which all required gas safety checks have been carried out | 99.9% |
| Proportion of homes for which all required fire risk assessments have been carried out | 100% |
| Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out | 72.9% |
| Proportion of homes for which all required legionella risk assessments have been carried out | 100% |
| Proportion of homes for which all required communal lift safety checks have been carried out | 100% |
| Number of anti-social behaviour cases opened per 1,000 homes | 21.4 |
| Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes | 0.3 |
| Proportion of homes that do not meet the Decent Homes Standard | 5.2% |
| Proportion of non-emergency responsive repairs completed within the landlord’s target timescale | 96% |
| Proportion of emergency responsive repairs completed within the landlord’s target timescale | 98.8% |
| Number of stage 1 complaints made by tenancy in the relevant stock type during the reporting year per 1,000 homes | 23.4 |
| Proportion of stage 1 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales | 76% |
| Number of stage 2 complaints made by tenancy in the relevant stock type during the reporting year per 1,000 homes | 4.2 |
| Proportion of stage 2 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales | 100% |
What we do with this information
All of the feedback we receive is reviewed carefully alongside all our performance information to ensure that we continue to improve our services to our residents.
Following this year's survey we have:
- looked at the areas with lowest satisfaction and targeted our Big Door Knock events in these areas
- implemented a new satisfaction survey so anyone who makes a complaint to housing will be able to feed back on their experience - this will allow us to drill down to any issues and help us to improve the process
- undertaken additional training for key officers in handling housing related complaints
- increased the frequency of our housing surgeries in places that are close to homes
- worked closely with contractors to deliver more social value projects in our neighbourhoods
- increased our communication through social media to try and engage with younger age groups
- increased the number of asbestos surveys carried out month on month.
2024 to 2025 tenant satisfaction measures survey
We'll soon be launching our annual tenant satisfaction measures (TSM) survey. Once again, we'll be working in partnership with In-House Research to carry out the survey.
All of our tenants will be contacted either by phone, email or SMS during September and October 2024. All tenants will have an opportunity to respond. The survey should take no longer than 10 minutes to complete.
Phone surveys
If you receive a call from In-House Research, the number displayed will be 020 4585 0669.
Online surveys
Invitations to complete the survey online will be sent from MedwayTSM@feedback.inhouseresearch.uk.
We'll publish the results in future editions of Housing Matters and details on how we'll be using the feedback to improve our services.
For more information on the survey or how to get involved in the services we deliver, email tenant.participation@medway.gov.uk.