Housing performance and tenant satisfaction measures
The Regulator of Social Housing has created a new system for looking at how well social housing landlords in England are doing at providing good quality homes and services. This involves a set of tenant satisfaction measures (TSMs) that social housing landlords must report on annually in June each year.
There are 22 tenant satisfaction measures, covering 5 themes, 10 of these will be measured by landlords directly and 12 will be measured by landlords carrying out tenant satisfaction surveys.
As part of the TSM requirements, we sent out a letter [PDF, 1MB] and questionnaire [PDF, 2MB] in December 2023 to all of our tenants and leaseholders. Further information on how we carried out the survey is set out in the Method Statement. [PDF, 0.5MB]
A summary of our survey responses are in the video with the full results listed below.
Thank you to everyone who took part. It will help us focus on the areas we need to improve on. If you have any comments or suggestions, get in touch.
Tenant Satisfaction Measures
Key findings from the tenant satisfaction survey 2024
- TP01: Overall satisfaction
- 78% very or fairly satisfied
- 11% neither satisfied nor dissatisfied
- 12% very or fairly dissatisfied
The 5 themes we measured were:
- Keeping properties in good repair
- Maintaining building safety
- Respectful and helpful engagement
- Effective handling of complaints
- Responsible neighbourhood management
Keeping properties in good repair
TP02 Satisfaction with repairs
- 77% very or fairly satisfied
- 8% neither satisfied nor dissatisfied
- 16% fairly or very dissatisfied
TP03 Satisfaction with time taken to complete most recent repair
- 74% very or fairly satisfied
- 8% neither satisfied nor dissatisfied
- 18% very or fairly dissatisfied
TP04 Satisfaction that the home is well maintained
- 72% very or fairly satisfied
- 11% neither satisfied nor dissatisfied
- 16% very or fairly dissatisfied
- 3.4% - proportion of homes that do not meet the Decent Homes Standard
- 92.8% - proportion of non-emergency responsive repairs completed within the landlord’s target timescale – to be confirmed
- 100% - proportion of emergency responsive repairs completed within the landlord’s target timescale - to be confirmed.
You can report your repairs online.
Maintaining building safety
TP05: Satisfaction that the home is safe
- 82% very or fairly satisfied
- 10% neither satisfied nor dissatisfied
- 9% very or fairly dissatisfied
BS01: Gas safety checks
- 100% - proportion of homes for which all required gas safety checks have been carried out
BS02: Fire safety checks
- 100% - proportion of homes for which all required fire risk assessments have been carried out
BS03: Asbestos safety checks
- 100% - proportion of homes for which all required asbestos management surveys or re-inspections have been carried out
BS04: Water safety checks
- 100% - proportion of homes for which all required legionella risk assessments have been carried out
BS05: Lift safety checks
- 100% - proportion of homes for which all required communal passenger lift safety checks have been carried out
Respectful and helpful engagement
TP06 Satisfaction that the landlord listens to tenant views and acts upon them
- 54% very or fairly satisfied
- 26% neither satisfied nor dissatisfied
- 21% very or fairly dissatisfied
TP07 Satisfaction that the landlord keeps tenants informed about things that matter to them
- 64% strongly agree or agree
- 25% neither agree nor disagree
- 12% disagree or strongly disagree
TP08 Agreement that the landlord treats tenants fairly and with respect
- 73% very or fairly satisfied
- 19% neither satisfied nor dissatisfied
- 8% very or fairly dissatisfied
Find out more about how to get involved in your housing service.
Effective handling of complaints
TP09 Satisfaction with the landlord’s approach to handling complaints
- 29% very or fairly satisfied
- 21% neither satisfied nor dissatisfied
- 51% very or fairly dissatisfied
CH01 Complaints relative to the size of the landlord
- 18.9 - Number of stage one complaints received per 1,000 homes
- 3.8 - Number of stage 2 complaints received per 1,000 homes
CH02 Complaints responded to within Complaint Handling Code timescales
- 73% - Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales
- 80.9% - Proportion of stage 2 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales
Find out more about how to make a complaint.
Responsible neighbourhood management
TP10: Satisfaction that the landlord keeps communal areas clean and well maintained
- 68% very or fairly satisfied
- 10% neither satisfied nor dissatisfied
- 21% very or fairly dissatisfied
TP11: Satisfaction that the landlord makes a positive contribution to neighbourhoods
- 49% very or fairly satisfied
- 37% neither satisfied nor dissatisfied
- 14% very or fairly dissatisfied
TP12: Satisfaction with the landlord’s approach to handling anti-social behaviour
- 44% very or fairly satisfied
- 39% neither satisfied nor dissatisfied
- 17% very or fairly dissatisfied
NM01: Anti-social behaviour cases relative to the size of the landlord
- 38.1 - Number of anti-social behaviour cases opened per 1,000 homes
- 0.7 - Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes
Find out more about neighbourhood issues and how to report anti-social behaviour.
Housing Performance
The Council monitors its key performance indicators on a quarterly basis through its Corporate Management Team and Cabinet system. Detailed Housing performance indicators are also monitored quarterly by the ‘Tenant Satisfaction Measures and Performance Panel’ which is made up of tenant representatives (see tenant involvement opportunities for more information). This includes reviewing performance on things such as our repairs service, how we deal with complaints, how long we take to re-let homes and more. Any concerns raised by this group will be considered by the Housing Engagement Board for a deeper dive into that particular performance measure.
Housing Performance data for April 2023 to March 2024
Re-letting homes
Average re-let time in days (standard re-lets). Target = 17 days or less
| Quarter 1 | Quarter 2 | Quarter 3 | Quarter 4 |
| April = 38 | July = 30 | October = 24 | January = 30 |
| May = 33 | August = 26 | November 39 | February = 33 |
| June = 22 | September = 29 | December = 30 | March = 30 |
| Average = 31 days | Average = 28 days | Average = 31 days | Average = 31 days |
Number of re-lets of Housing stock
| Quarter 1 | Quarter 2 | Quarter 3 | Quarter 4 |
| April = 1 | July = 4 | October = 5 | January = 5 |
| May = 5 | August = 3 | November 5 | February = 5 |
| June = 5 | September = 7 | December = 4 | March = 5 |
| Average = 4 | Average = 5 | Average = 5 | Average = 5 |
% of properties vacant and available for letting at period end. Target = 0.5%
- Q1. April - June = 0.74%
- Q2. July - September = 1.04%
- Q3. October - December = 0.60%
- Q4. January - March = 0.44%
Number of properties vacant but unavailable for letting at period end. Target = 0.5%
Year end = 0.66%
Repairs and maintenance
% of repair appointments kept. Target = 95%
| Quarter 1 | Quarter 2 | Quarter 3 | Quarter 4 |
| April = 95% | July = 95% | October = 95% | January = 91% |
| May = 95% | August = 95% | November = 97% | February = 91% |
| June = 96% | September = 95% | December = 95% | March = 95% |
% routine repairs within target timescales. Target = 95%
| Quarter 1 | Quarter 2 | Quarter 3 | Quarter 4 |
| April = 94% | July = 90% | October = 95% | January = 99% |
| May = 93% | August = 93% | November = 96% | February = 95% |
| June = 93% | September = 96% | December = 96% | March = 93% |
% satisfaction with responsive repairs. Target = 95% or above
| Quarter 1 | Quarter 2 | Quarter 3 | Quarter 4 |
| April = 95.15% | July = 93.15% | October = 94.94% | January = 85.97% |
| May = 97.18% | August = 92.65% | November = 88.88% | February = 91.34% |
| June = 94.30% | September = 93.75% | December = 96% | March = 96.59% |
Rents
% rent arrears. Target = 2.00% or under
- Q1. April - June = 1.92%
- Q2. July - September = 1.96%
- Q3. October - December = 2.31%
- Q4. January - March = 2.04%
% rent loss from empty houses. Target = 4.00% or under
- Q1. April - June = 1.98%
- Q2. July - September = 2.03%
- Q3. October - December = 2.03%
- Q4. January - March = 2.06%
Housing Advice and homelessness
% Successful Homeless preventions as a proportion of all homelessness cases closed. Target = 50% or above
- Q1. April - June = 49%
- Q2. July - September = 60%
- Q3. October - December = 60%
- Q4. January - March = 56%
Number of households assisted through Shire Homes Lettings (cumulative). Target = 40
| Q1. April to June | Q2. July to Sep | Q3. Oct to Dec | Q4. Jan to March | |
| Self-contained | 16 | 21 | 31 | 32 |
| House in Multiple Occupation | 1 | 4 | 7 | 13 |
| 17 | 25 | 38 | 45 |
Number of new build council house completions
- Q1. April - June = 2
- Q2. July - September = 6
- Q3. October - December = 16
- Q4. January - March = 48
For a copy of the full performance report contact us at resident.involvement@scambs.gov.uk