Tenant Satisfaction Measures 2023/24

Tenant Satisfaction Measures, or TSM for short, have been developed by the Regulator of Social Housing to assess how well social housing landlords are doing at providing good quality homes and services to tenants.

Every year we will collect feedback from customers about how we’re doing and publish those results.

The TSMs give us an honest picture of the service we provide to you and, as a result, can then improve what we do and how we do it.

TSMs are designed to see how well landlords are performing in terms of:

  • keeping homes in a good state of repair
  • maintaining building safety
  • respectful and helpful engagement
  • effective handling of complaints
  • responsible neighbourhood management

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 two different ways:

  • Telephone
  • Email

Our approach to TSMs

How did we collect feedback from tenants?

Between September and November 2023, 963 customers responded to our survey, of which 906 were customers living in low-cost rental accommodation (LCRA) and 57 living in shared ownership accommodation (SO).

  • 547 by telephone
  • 416 by email

We used an independent organisation called The Leadership Factor (TLF) to ensure all feedback was collected fairly and impartially.

Where are we looking to improve?

We’re working to improve across all the areas measured by TSMs, but we are particularly focusing on:

  • Satisfaction with Repairs Service
  • Keeping communal areas clean and well maintained
  • Making a positive contribution to the neighbourhood

How can I find out how Greatwell Homes compared to other landlords?

Every landlord should be publishing their results on their website. 

If you are thinking of moving to another landlord, including through a mutual exchange, you should be able to request information about how they carried out their surveys, their results and their plans to improve. 

Our scores for 2023/24 (Low-cost Rentals)

Icon of a thumbs up symbol78%

overall satisfaction

 

Keeping homes in a good state of repair

Icon of a spanner and screwdriver77%

satisfaction with repairs service

Icon of a clock77.5%

satisfied with time take to complete your repair

Icon of a house75.6%

provides a home that is well maintained

Icon of a house with a cross through it0.4%

homes that do not meet Decent Homes Standard

Icon of a spanner and screwdriver with a clock symbol81.7%

non-emergency repairs completed within our target timescale

Icon of spanner and screwdriver with a clock symbol99.1%

emergency responsive repairs completed within our target timescale

 

Maintaining building safety

Icon of a house and a tick78%

provides a home that is safe

Icon of a boiler with a tick99.96%

homes were all gas safety checks have been carried out

Icon of a flame with a tick100%

homes where all required fire risk assessments have been carried out

Icon of a house with a exclamation mark and a tick symbol99.3%

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

Icon of a water drop and a tick symbol100%

homes for which all required legionella risk assessments have been carried out

Icon of a house with up and down arrows and a tick symbol100%

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

 

Respectful and helpful engagement

Icon of an ear with lines, signalling that it is listening66.7%

listens to your views and act upon them

Icon of a speech bubble73.9%

keeps you informed about the things that matter to you

Icon of a star78.9%

treats you fairly and with respect

 

Effective handling of complaints

Icon with an exclamation mark inside a speech bubble42.6%

our approach to complaints handling

Icon of a speech bubble and a sad face

23.2

stage one complaints receive per 1,000 homes

Icon of a speech bubble and a very sad face

2.1

stage two complaints receive per 1,000

Icons of two speech bubbles, one with a sad face and one with some writing

100%

stage one complaints responded to within the Housing Ombudsman’s Complaints Handling Code timescales

Icons of two speech bubbles, one with a very sad face and another with some writing

100%

stage two complaints responded to within the Housing Ombudsman’s Complaints Handling Code timescales

 

 

Responsible neighbourhood management

Icon of two sparkles (diamond shapes)65.4%

keeps communal areas clean and well maintained

Icon of three homes in a row62.1%

makes a positive contribution to your neighbourhood

Icon of a person with a speech bubble58.7%

our approach to anti-social behaviour (ASB)

Icon of a person with a speech bubble52.2

ASB cases opened per 1,000 homes

Icon of a person with a speech bubble0.6

ASB cases that involve hate incidents opened per 1,000 homes

 

 

 

 

 

Our scores for 2023/24 (Shared Ownership)

Icon of a thumbs up symbol55.4%

overall satisfaction

 

Maintaining building safety

Icon of a house and a tick76.6%

our approach to complaints handling

 

Respectful and helpful engagement

Icon of an ear with lines, signalling that it is listening40.5%

listens to your views and act upon them

Icon of a speech bubble46.7%

keeps you informed about the things that matter to you

Icon of a star60%

treats you fairly and with respect

 

Effective handling of complaints

Icon with an exclamation mark inside a speech bubble46.7%

overall satisfaction

 

Responsible neighbourhood management

Icon of two sparkles (diamond shapes)47.4%

keeps communal areas clean and well maintained

Icon of three homes in a row33.3%

makes a positive contribution to your neighbourhood

Icon of a person with a speech bubble40%

our approach to anti-social behaviour

Icon of a person with a speech bubble52.2

ASB cases opened per 1,000 homes

Icon of a person with a speech bubble0.6

ASB cases that involve hate incidents opened per 1,000 homes

 

 

You can find out more about how we did the survey in our summary of approach document here.

To help us meet the requirements of the Tenancy Satisfaction Measures (TSMs), we work with independent market research specialises to carry out our customer surveys. All landlords must ask customers the same 12 questions, which are detailed in the sample survey below:

You can find more information on the Tenant Satisfaction Measures by the Regulator of Social Housing here.