Our temporary accommodation

Tenant Satisfaction Measures

All social housing providers in England must collect data on a new set of tenant satisfaction measures (TSMs).

Developed by the Regulator of Social Housing, these measures aim to assess how well social housing landlords are doing at providing good quality homes and services.

How this affects tenants

The measures look to improve standards for social housing tenants by:

• letting tenants see how their landlord is doing.
• giving tenants an opportunity to give constructive feedback on landlord performance. 
• giving the regulator an insight into which landlords might need to improve things for their tenants.

How our performance will be measured

The measures are designed to see how well landlords:

• keep properties in a good state of repair
• maintain building safety
• engage with tenants
• contribute to the neighbourhood
• handle complaints.

Tenant satisfaction methods and timings

The Council tenant satisfaction surveys are undertaken by our accommodation team. A member of staff contacted each resident you by phone and email and offered an appointment to complete the survey.  The surveys took around 10 minutes to complete. There were 16 questions on the survey. We contacted with every household primarily face to face but also via phone and email.  Each household was contacted twice.  The survey was made available to each household via an online link. This process took place over a three week period and a £50 voucher was offered in the final prize draw.  

The survey was optional but feedback was encouraged in order to shape our housing services. 

The Council completed the first round of surveying in November 2023.  The timing of the survey was in order to avoid school holidays and the Christmas period. This period was seen to be when residents would most likely be available. 

2023 Survey Results

The results below combine responses from tenants managed directly by the Council and tenants managed on behalf of the Council by a Registered Provider. 

1. Proportion of respondents who reported how satisfied they were overall with the service provided by the Housing Service.

• Very Satisfied - 36.8%
• Satisfied - 47.3%
• Neither Satisfied nor Dissatisfied - 15.7%

2. Proportion of respondents who have received a repair in the last 12 months who reported that they are satisfied with the overall repairs service

• Very Satisfied - 53.8%
• Satisfied - 23.07%
• Neither Satisfied nor Dissatisfied - 23.7%

3. Proportion of respondents who have received a repair in the last 12 months who reported that they were satisfied with the time taken to complete their most recent repair.

• Very Satisfied - 50%
• Satisfied - 41.6%
• Neither Satisfied nor Dissatisfied - 8.3%

4. Proportion of respondents who responded that they were satisfied that their home is well maintained.

• Very Satisfied - 52.9%
• Satisfied - 41.1%
• Neither Satisfied nor Dissatisfied - 5.8%

5. Proportion of respondents who report that they are satisfied that their home is safe. 

• Very Satisfied - 53.8%
• Satisfied - 30.7%
• Neither Satisfied nor Dissatisfied - 15.3%

Question 6: Proportion of respondents who reported that they are satisfied that their landlord listens to tenant views and acts upon them.

• Very Satisfied - 43.7%
• Satisfied - 37.5%
• Neither Satisfied nor Dissatisfied - 18.7%

Question 7: Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. 

• Very Satisfied - 64.2%
• Satisfied - 28.5%
• Neither Satisfied nor Dissatisfied - 7.1%

Question 8: Proportion of respondents who agreed that their landlord treats them fairly and with respect.

• Very Satisfied - 43.7%
• Satisfied - 43.7%
• Neither Satisfied nor Dissatisfied - 12.5%

Question 9: Proportion of respondents who report making a complaint in the last 12 months who are satisfied in their landlords approach to complaint handling. 

• Very Satisfied - 12.5%
• Satisfied - 25%
• Neither Satisfied nor Dissatisfied - 50%

Question 10: Proportion of respondents with communal areas who reported that they were satisfied with how their landlord kept the area clean and tidy.

• Very Satisfied - 38.4%
• Satisfied - 38.4%
• Neither Satisfied nor Dissatisfied - 23.7%

Question 11: Proportion of respondents who report that they are satisfied with how their landlord makes a positive contribution to their neighbourhood. 

• Very Satisfied - 55.5%
• Satisfied - 33.3%
• Neither Satisfied nor Dissatisfied - 11.1%

Question 12: Proportion of respondents who report that they are satisfied with their landlord's approach to handling anti-social behaviour. 

• Very Satisfied - 57.1%
• Satisfied - 21.4%
• Neither Satisfied nor Dissatisfied - 21.4%

Summary 

We are generally satisfied with our results. We manage a relatively small housing portfolio, roughly split between a block of Registered Provider units and temporary accommodation. Households in temporary accommodation usually have shorter stays. We are continuing to expand the number of units we own. In the last six months, we have also doubled our accommodation officer team. This will help us to deliver more housing related support and improve tenant and property management. We hope more tenants will take part in future surveys.