Tenant satisfaction measure (TSM) Survey 2023 to 2024
We asked tenants to share their views on the services we provide by carrying out a tenant satisfaction measure (TSM) survey.
Tenant satisfaction measures
The charter for social housing residents (opens new window) was published by the government in 2020, which sets out ways to improve standards for people living in social housing. Following this, the regulator of social housing created a new system for assessing how well social housing landlords are performing.
On 1 April 2023, the new requirements came into effect and landlords were required to start collecting data for tenant satisfaction measures (TSM's).
Tenants can see how well their landlord is performing and hold them to account and the regulator can also see if improvements need to be made.
There are 22 TSM's which performance is measured against, 12 of which are tenant perception measures and 10 management information measures.
Perception measures show tenant satisfaction with services provided, such as repairs, caretaking, anti social behaviour and complaints.
Management information measures are based on our performance data, such as time taken to complete repairs, maintaining safety checks and the number of complaints received based on the number of properties the council manage.
Key areas include:
- repairs
- building safety and quality
- respectful and helpful tenant engagement
- complaint handling
- responsible neighbourhood management.
The full list of TSM's can be found on the government website:
All providers of social housing are required to ask their tenants a set of standard question at least once a year to measure the level of satisfaction in these areas.
The results are shared with the regulator and published online for residents to see.
Results
During 2023 to 2024, the council carried out surveys with our residents in a variety of ways. The council sent letters and emails, advertised the survey using posters in libraries and noticeboards around the borough, published articles in the council's residents magazine, Hillingdon People, and on social media. The council visited residents in a variety of settings, including at estate based events, at engagement events and in sheltered housing and extra care settings. The council tried to reach as many different residents as possible, across the borough to get their views.
The survey closed on 31 March 2024 and 1,312 responses were received. The results are as follows:
Tenant Perception Measure | Percentage of residents satisfied |
|---|---|
TP01 Overall satisfaction | 50.69% |
TP02 Satisfaction with repairs | 45.61% |
TP03 Satisfaction with time taken to complete most recent repair | 40.26% |
TP04 Satisfaction that the home is well maintained | 48.40% |
TP05 Satisfaction that the home is safe | 54.10% |
TP06 Satisfaction that the landlord listens to tenant views and acts upon them | 26.70% |
TP07 Satisfaction that the landlord keeps tenants informed about things that matter to them | 38.80% |
TP08 Agreement that the landlord treats tenants fairly and with respect | 48.70% |
TP09 Satisfaction with the landlord's approach to handling complaints | 23.50% |
TP10 Satisfaction that the landlord keeps communal areas clean and well maintained | 51.31% |
TP11 Satisfaction that the landlord makes a positive contribution to neighbourhoods | 47.20% |
TP12 Satisfaction with the landlords approach to handling anti-social behaviour | 25% |
For details of the summary of our approach obtaining the TSM's, please see our Delivery Plan 2023-24 (PDF, 242 KB).
A copy of the survey questionnaire (PDF, 109 KB) is also available.
| Management information measures | ||
|---|---|---|
CH01 (1) | Number of Stage 1 complaints per 1, 000 homes | 23 |
| CH01 (2) | Number of Stage 2 complaints per 1, 000 homes | 4 |
CH02 (1) | Proportion of Stage 1 complaints responded to within Complaint Handling Code timescales | 92.8 |
| CH02 (2) | Proportion of Stage 2 complaints responded to within Complaint Handling Code timescale | 80.5 |
NM01 (1) | Anti-social behaviour cases relative to size of the landlord | 25.6% |
| NM01 (2) | Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes | 0.5% |
RP01 | Proportion of homes that do not meet the Decent Homes standard | 30.9% |
RP02 (1) | Proportion of non-emergency repairs completed within target timescale | 77.2% |
| RP02 (2) | Proportion of emergency responsive repairs completed within the landlord's target timescale | 93.4% |
BS01 | Proportion of homes for which all required gas safety checks have been carried out | 99.9% |
BS02 | Proportion of homes for which all required fire safety checks have been carried out | 99.5% |
BS03 | Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. | 99.6% |
BS04 | Proportion of homes for which all required legionella risk assessments have been carried out. | 98.8% |
BS05 | Proportion of homes for which all required communal passenger lift safety checks have been carried out. | 100% |
TSM Survey 2024 to 2025
The consultation form is currently being reviewed for the 2024 to 2025 period and will be available shortly.