Tenant Satisfaction
Measures
The Regulator of Social Housing makes sure all housing associations like Grand Union are run well.
They have introduced Tenant Satisfaction Measures (TSMs) to see how well landlords like us are delivering quality homes and a good customer service.
The TSMs focus on five key themes:
- Keeping properties in good repair
- Maintaining building safety
- Respectful and helpful engagement
- Effective handling of complaints
- Responsible neighbourhood management
You can find our more about the TSMs on the gov.uk website: Tenant Satisfaction Measures
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 three different ways:
- Voice – our anonymous feedback platform
- Telephone
You can find out more about how we did the survey in our summary of approach document and see the questions we asked.
These measures have been designed to drive up standards and improve the quality of social housing by ensuring housing providers are accountable for the services delivered to customers.
We had a great response this year, with 1,084 of you taking part.
Our scores for 2023/24
62.5% LCRA
33.7% LCHO
Combined satisfaction
LCRA= Low-Cost Rental Accommodation customers – LCHO= Low-Cost Home Ownership customers
Keeping properties in good repair
59.1% LCRA
Satisfied with repair service
51.1% LCRA
Satisfied with time taken to complete repairs
59.2% LCRA
Satisfied we provide a home
that is well maintained
99.8% combined
Homes that meet the Decent Homes Standard
56.6% combined
Non-emergency responsive repairs completed within our target timescale
95.0% combined
Emergency responsive repairs completed within our target timescale
LCRA= Low-Cost Rental Accommodation customers – LCHO= Low-Cost Home Ownership customers
Maintaining building safety
69.1% LCRA
55.7% LCHO
Satisfied that we provide a
home that is safe
100% combined
Homes where all required
gas safety checks have been carried out
100% combined
Homes where all required
fire risk assessments have
been carried out
98.5% combined
Homes where all required asbestos management surveys or re-inspections have been carried out
100% combined
Homes where all required legionella risk assessments
have been carried out
100% combined
Homes where all required communal passenger lift safety checks have been carried out
LCRA= Low-Cost Rental Accommodation customers – LCHO= Low-Cost Home Ownership customers
Respectful and helpful engagement
49.2% LCRA
24.7% LCHO
Satisfied that we listen to your views and act upon them
56.6% LCRA
39.0% LCHO
Satisfied that we keep you informed
66.6% LCRA
40.5% LCHO
Satisfied that we treat them
fairly and with respect
LCRA= Low-Cost Rental Accommodation customers – LCHO= Low-Cost Home Ownership customers
Effective handling of complaints
24.3% LCRA
8.3% LCHO
Satisfied with our approach to complaints handling
32.1 LCRA
26.8 LCHO
Stage one complaints per 1,000 homes.
54.5% LCRA
51.6% LCHO
Stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
2.4 LCRA
0 LCHO
Stage two complaints per 1,000 homes.
55.6% LCRA
0% LCHO
Stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
LCRA= Low-Cost Rental Accommodation customers – LCHO= Low-Cost Home Ownership customers
Responsible neighbourhood management
52.5% LCRA
24.0% LCHO
Satisfied that we keep communal areas clean / maintained
42.1% LCRA
23.1% LCHO
Satisfied that we make a positive contribution to their neighbourhood
40.8% LCRA
8.8% LCHO
Satisfied with our approach to handling anti-social behaviour
34.8 combined
Anti-social behaviour
cases per 1,000 homes
1.7 combined
Anti-social behaviour cases that involve hate incidents per 1,000 homes.
LCRA= Low-Cost Rental Accommodation customers – LCHO= Low-Cost Home Ownership customers
Because the questions are based on your experience over the past year, not all questions were asked to all respondents. For example, if you didn’t raise a repair during the last year, you weren’t asked about your satisfaction with our repairs service.
We can see that we have work to do to improve the levels of overall satisfaction. You can read more about the work we’re doing to make improvements here.
