Over a 2-week period in September 2023, we visited you to ask some questions about our services as part of the Tenant Satisfaction Measures survey.
Why did we do this?
The Regulator for Social Housing (RSH) has introduced a new way for all housing providers to collect information from their residents to check how they’re feeling about their landlord. These are called the Tenant Satisfaction Measures (TSM).
There are 22 TSMs in total and they are split into two parts:
- 12 customer perception survey measures that are collected by surveying customers directly
- 10 performance measures that are collected through management performance information.
How did we do this?
We were one of the only housing providers in the country to carry out the TSM survey by knocking on the doors of our residents' homes. Between 18 -27 September 2023, we knocked on 19,696 homes to ask you a few questions on the doorstep.
We completed the survey between 9.00am-6.30pm on weekdays and on Saturday morning between 9.00am-12.30pm to try and maximise the response rate.
Residents’ responses were collected via an app on each colleague’s mobile phone. This worked very well with only a small number of locations experiencing a poor wi-fi signal. Where wi-fi access was problematic, hard copies of surveys were completed.
Who are M.E.L?
We engaged the services of M.E.L Research, a specialist market, social and behavioural research, and insights consultancy.
Once collected by our colleagues, our survey results were independently collated by M.E.L Research, with daily updates provided on the volumes of surveys completed and results.
M.E.L Research provided independent, robust assurance that our approach and collection methods were compliant with the guidance issued by the Regulator for Social Housing.
How many residents did we speak to?
We received 5,261 responses, which means that we got to speak to over a quarter of you. You can see the full results below.
The results for Low Cost Rental Accommodation (LCRA)
Overall customer satisfaction
Satisfaction with repairs
Satisfaction with the time taken to complete the repair
Satisfaction that the home is well maintained
Satisfaction that the home is safe
Satisfaction that the landlord listens to tenants views and acts upon them
Satisfaction that the landlord keeps tenants informed
Agreement that the landlord treats tenants fairly and with respect
Satisfaction that the landlord is easy to deal with
Satisfaction with the landlords approach to handling complaints
Satisfaction that the landlord keeps communal areas clean and well maintained
The landlord makes a positive contribution to neighbourhoods
Satisfaction with your neighbourhood as a place to live
Satisfaction with the landlords approach to handling antisocial behaviour
The results for Low Cost Home Ownership (LCHO)
Overall satisfaction
Satisfaction with repairs
Satisfaction with the time taken to complete the repair
Satisfaction that the home is well maintained
Satisfaction that the home is safe
Satisfaction that the landlord listens to tenants views and acts upon them
Satisfaction that the landlord keeps tenants informed
Agreement that the landlord treats tenants fairly and with respect
Satisfaction that the landlord is easy to deal with
Satisfaction with the landlords approach to handling complaints
Satisfaction that the landlord keeps communal areas clean and well maintained
The landlord makes a positive contribution to neighbourhoods
Satisfaction with your neighbourhood as a place to live
Satisfaction with the landlords approach to handling antisocial behaviour
Based on all your responses to our questions, our overall satisfaction score from our renters was 62% and 38% for our shared owners.
Of course, this is far lower than we’d like it to be, but it has provided us with a lot of helpful information on where we should be focusing our efforts. Although there is significant room for improvement in all areas, we received more favourable results when we asked how safe you feel in your homes and whether you agreed that you were treated fairly and with respect. This is encouraging to hear.
However, most of you agreed that you were not satisfied with how antisocial behaviour and complaints were dealt with at PA.
You also told us that your biggest cause of dissatisfaction was having issues with repairs. This is unacceptable on our part, and we must do better.
As you can see from the results below, on the whole, residents in rented accommodation were more satisfied than those of you who own your homes – although the number of people interviewed was a lot smaller.
Performance management scores
The below shows the combined scores for LCRA and LCRO and how we performed on the 10 management performance measures in 2023-2024.
CH01 (1)
Number of stage one complaints received per 1,000 homes
CH01 (2)
Number of stage two complaints received per 1,000 homes
CH02 (1)
Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales
CH02 (2)
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales
NM01 (1)
Number of antisocial behaviour cases opened per 1,000 homes
NM01 (2)
Number of antisocial behaviour cases that involve hate incidents opened per 1,000 homes
RP01
Proportion of homes that do not meet the Decent Home Standard
RP02 (1)
Proportion of non-emergency responsive repairs completed within landlord’s target timescale
RP02 (2)
Proportion of emergency responsive repairs completed within landlord’s target timescale
BS01
Proportion of homes for which all required gas safety checks have been carried out
BS02
Proportion of homes for which all required fire risk assessments have been carried out
BS03
Proportion of homes for which all asbestos management surveys or re-inspections have been carried out
BS04
Proportion of homes for which all legionella risk assessments have been carried out
BS05
Proportion of homes for which all required communal passenger lift safety checks have been carried out
What happens now?
Some of you may be asking "so what?" Our focus now is to get to the heart of all these issues by understanding the trends in the results.
We’re already focusing on taking ownership of issues, how we communicate with you, and giving timelines in our responses. Our next steps will be to target the areas that you were most dissatisfied with so that when we knock on your doors next year, we’re hoping to see some improvement.
