Our temporary accommodation

Tenant Satisfaction Measures and Landlord Performance 2023-24

All social housing providers in England must collect data on a set of Tenant Satisfaction Measures (TSMs). Created by the Regulator of Social Housing, these measures aim to assess how well social housing landlords are doing at providing quality homes and services. There are 12 measures against which we ask for feedback from customers.  The measures look at six areas; overall satisfaction; keeping properties in good repair; maintaining building safety; respectful and helpful engagement; effective handling of complaints, and responsible neighbourhood management.

Tenant Satisfaction Survey 2023

This is a measure of how well our customers think we are doing. A census survey of all residents was undertaken in November 2023 using questions set by the Regulator. All residents in the council’s temporary and permanent housing were contacted and invited to take part. We contacted 57 households and the response rate was 33.3%. The outcomes below combine surveys results and landlord data.

84.1% Overall satisfaction

Keeping properties in good repair

The Council aims to ensure properties are well maintained and we work to provide a good repairs service, working closely with Mount Green at Wheatley Court.

• 76.9% Satisfaction with repairs
• 91.6% Satisfaction with time taken to complete most recent repair
• Our landlord data shows 92% of emergency repairs were completed within timescale (4 hours) and 84% of non-emergency repairs were completed within timescale (28 days)
• 94% Satisfaction that the home is well maintained

Maintaining building safety

• 84.5% Satisfaction that the home is safe
• Safety checks: our landlord data shows that 100% of gas safety checks are completed, 100% of fire safety checks, 100% of asbestos safety checks, 100% of water safety checks, 100% of lift safety checks
• 100% of homes meet the Decent Homes Standard, figure taken from landlord data

Respectful and helpful engagement

Information taken from tenant survey:

• 81.2% Satisfaction that we listen to views and act upon them
• 92.7% Satisfaction that we keep customers informed about things that matter to them
• 87.4% Agreement from our customers they are treated fairly and with respect

Effective handling of complaints

Complaints from Wheatley Court residents were handled by Mount Green Housing Association on behalf of the Council.

• 37.5% Satisfaction with the approach to handling complaints, 50% neither satisfied nor dissatisfied
• Number of Stage 1 complaints received: 3
• Number of Stage 2 complaints received: 0

Responsible neighbourhood management

The communal areas in Wheatley Court are maintained by Mount Green Housing Association, the council manages communal areas in our shared accommodation, all other communal areas are maintained by third parties via leasehold responsibilities.

• 76.8% Satisfaction that communal areas are kept clean, safe and well maintained
• 88.8% Satisfaction that we make a positive contribution to neighbourhoods
• 78.5% Satisfaction with the approach to handling anti-social behaviour
• No anti-social behaviour cases were reported to Mount Green or the Council during 2023-24.