Tenant Satisfaction
Measures

The Regulator of Social Housing makes sure all housing associations like Amplius 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:

  1. Keeping properties in good repair
  2. Maintaining building safety
  3. Respectful and helpful engagement
  4. Effective handling of complaints
  5. 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
  • Email

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.

As we merged during the year, we’re reporting the scores for legacy Grand Union below. You can find the combined Amplius TSM scores here.

Grand Union’s scores for 2024/25

[LGGRA-3186]_satisfaction

63.28% LCRA

35.48% LCHO

Combined satisfaction

LCRA= Low-Cost Rental Accommodation customers – LCHO= Low-Cost Home Ownership customers

Keeping properties in good repair

[LGGRA-3186]_repairs-34

68.70% LCRA

Satisfied with repair service

[LGGRA-3186]_repair time

62.15% LCRA

Satisfied with time taken to complete repairs

[LGGRA-3186]_roller

58.46% LCRA

Satisfied we provide a home that is well maintained

[LGGRA-3186]_decent homes

98.54% combined

Homes that meet the Decent Homes Standard

[LGGRA-3186]_repairs-14

67.49% combined

Non-emergency responsive repairs completed within our target timescale

[LGGRA-3186]_emergency repairs

93.64% combined

Emergency responsive repairs completed within our target timescale

LCRA= Low-Cost Rental Accommodation customers – LCHO= Low-Cost Home Ownership customers

Additional repairs data
[LGGRA-3186]_repairs-14

31,792

Number of responsive repairs raised

[LGGRA-3186]_repair x

4,088

Number of responsive repairs that were cancelled

[LGGRA-3186]_repair tick

31,609

Number of responsive repairs completed

[LGGRA-3186]_repair time

3,561

Number of responsive repairs not completed at year end
(‘work-in-progress’)

Maintaining building safety

[LGGRA-3186]_respect copy

67.85% LCRA

60.47% LCHO

Satisfied that we provide a home that is safe

[LGGRA-3186]_hob

99.93% combined

Homes where all required gas safety checks have been carried out

[LGGRA-3186]_fire

100% combined

Homes where all required fire risk assessments have
been carried out

[LGGRA-3186]_asbestos

98.43% combined

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

[LGGRA-3186]_legionella

100% combined

Homes where all required legionella risk assessments
have been carried out

[LGGRA-3186]_lift

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

[LGGRA-3186]_noise reduction

51.45% LCRA

34.15% LCHO

Satisfied that we listen to your views and act upon them

[LGGRA-3186]_feedback-74

58.77% LCRA

39.53% LCHO

Satisfied that we keep you informed

[LGGRA-3186]_respect

67.27% LCRA

49.37% 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

[LGGRA-3186]_complaint

31.51% LCRA

15.15% LCHO

Satisfied with our approach to complaints handling

[LGGRA-3186]_stage 1 complaint

45.16 LCRA

38.13 LCHO

Stage one complaints per 1,000 homes.

[LGGRA-3186]_stage 1 target

81.82% LCRA

85.42% LCHO

Stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.

[LGGRA-3186]_stage 2 complaint

5.66 LCRA

10 LCHO

Stage two complaints per 1,000 homes.

[LGGRA-3186]_stage 2 target

80.95% LCRA

92.31% 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

[LGGRA-3186]_clean

53.49% LCRA

21.57% LCHO

Satisfied that we keep communal areas clean / maintained

[LGGRA-3186]_neighbourhood

42.91% LCRA

30.49% LCHO

Satisfied that we make a positive contribution to their neighbourhood

[LGGRA-3186]_feedback copy

41.05% LCRA

20.34% LCHO

Satisfied with our approach to handling anti-social behaviour

[LGGRA-3186]_feedback copy

52.25 combined

Anti-social behaviour
cases per 1,000 homes

[LGGRA-3186]_hate crime

0.92 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.