Tenant Satisfaction Measures Management Performance Results

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Tenant Satisfaction Measures Management Performance Results 

The Transparency, Influence and Accountability Standard requires all registered providers of social housing to collect and report annually on their performance using a core set of defined measures. These measures are called Tenant Satisfaction Measures. The TSMs provide tenants with greater transparency about their landlord’s performance.
 
Here is a summary of the TSM Management Performance 2023/24 results.
 
CH01 (part 1) Number of stage one complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes.
37.4
CH01 (part 2) Number of stage two complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes.
8.0
CH02 (part 1) Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
99.6
CH02 (part 2) Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
100.0
NM01 (part 1) Number of anti-social behaviour cases opened per 1,000 homes.
69.5
NM01 (part 2) Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes.
2.0
RP01 Proportion of homes that do not meet the Decent Homes Standard.
0.5
RP02 (part 1) Proportion of non-emergency responsive repairs completed within the landlord’s target timescale.
81.3
RP02 (part 2) Proportion of emergency responsive repairs completed within the landlord’s target timescale.
87.7
BS01 Proportion of homes for which all required gas safety checks have been carried out.
100.0
BS02 Proportion of homes for which all required fire risk assessments have been carried out.
99.0
BS03 Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out.
98.9
BS04 Proportion of homes for which all required legionella risk assessments have been carried out.
100.0
BS05 Proportion of homes for which all required communal passenger lift safety checks have been carried out.
100.0
 
The results of our perception survey results can be found here: 
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