- Tenant Satisfaction Measures (TSMs)
Tenant Satisfaction Measures (TSMs)
What are the Tenant Satisfaction Measures?
In April 2023, the Regulator of Social Housing introduced Tenant Satisfaction Measures (TSMs) aimed at driving up standards and to improve the quality of social housing by ensuring housing providers are accountable for the services delivered to customers.
Tenant Satisfaction Measures Survey 2024-2025
All social housing providers are required to ask their tenants a set of standard questions at least once a year that relate to their level of satisfaction, as part of the Regulator of Social Housing’s Tenant Satisfaction Measures.
Acuity Research and Practice Ltd. (known as Acuity) will be contacting our tenants during December 2024 and January 2025 via letter, email or telephone for their views on the Housing services provided to them.
1,153 of you responded last year, and you can view the results below
To find out how your data is processed, please see the Broxtowe Borough Council Housing Service Privacy Notice (Opens in a New Window)
These measures will:
- Provide valuable insights into our customer satisfaction and highlight areas for improvement in our service delivery
- Show you how well we are doing in each area
- Provide standards to which we will be held accountable
- Allow the Regulator to see which landlords may need to make improvements.
There are 22 main measures against which our performance will be measured against, broken down further in the table below:
- 12 customer perception measures: These will show tenant satisfaction with the services we provide, for example, how well we’ve managed repairs or resolved complaints.
- 10 performance measures: These measures are based on our performance information, for example, how many of our homes meet the Decent Homes standard and how many cases of anti-social behaviour have been reported to us.
The full list of TSMs (opens in a new window) can be found on the government website.
The Results
The results are shared with the Regulator, and will provide insight on the issues we need to focus on as your landlord.
Our figures for 2023/24 were as follows:
| Tenant Perception Measure | 2024/2025 Result | 2023/2024 Result |
Trend |
|
Overall satisfaction with services provided |
71% |
66% |
Up |
|
Satisfaction with repairs that we’ve done in the last 12 months |
74% |
71% |
Up |
|
Satisfaction with the time taken to complete your most recent repair |
72% |
63% |
Up |
|
Satisfaction that your home is well-maintained |
68% |
66% |
Up |
|
Satisfaction that your home is safe |
72% |
69% |
Up |
|
Satisfaction that we listen to your views and act on what you say |
52% |
48% |
Up |
|
Satisfaction that we keep you informed about things that matter to you |
61% |
57% |
Up |
|
Satisfaction that we treat you fairly and with respect |
68% |
65% |
Up |
|
Satisfaction with the way we handle complaints |
28% |
25% |
Up |
|
Satisfaction that we keep communal areas clean and well-maintained |
63% |
62% |
Up |
|
Satisfaction that we make a positive contribution to your neighbourhood |
57% |
56% |
Up |
|
Satisfaction with the way we deal with anti-social behaviour |
49% |
49% |
Same |
| Building Safety | 2024/2025 Result | 2023/2024 Result |
|
Proportion of homes for which all required gas safety checks have been carried out. |
99.8% |
100% |
|
Proportion of homes for which all required fire risk assessments have been carried out. |
100% |
70.2% |
|
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. |
100% |
14.5% |
|
Proportion of homes for which all required legionella risk assessments have been carried out. |
100% |
100% |
|
Proportion of homes for which all required communal passenger lift safety checks have been carried out. |
95.4% |
93.4% |
| Anti-social behaviour | 2024/2025 Result | 2023/2024 Result |
|
No. anti-social behaviour cases, opened per 1,000 homes |
29.9 |
35.2 |
|
No. anti-social behaviour cases that involve hate incidents opened per 1,000 homes |
0.0 |
0.23 |
| Decent Homes Standard | 2024/2025 Result | 2023/2024 Result |
|
Proportion of homes that do not meet the Decent Homes Standard |
0.3% |
2.1% |
|
Proportion of non-emergency responsive repairs completed within target timescale |
81.5% |
82.7% |
|
Proportion of emergency responsive repairs completed within target timescale |
93.6% |
83.5% |
| Complaints | 2024/2025 Result | 2023/2024 Result |
|
No. Stage 1 complaints received per 1,000 homes. |
70.2 |
56.2 |
|
No. Stage 2 complaints received per 1,000 homes. |
14.3 |
6.2 |
|
Proportion of Stage 1 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. |
61.2% |
64.0% |
|
Proportion of Stage 2 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. |
100% |
88.9% |
Summary of Approach
The Regulator of Social Housing requires us to publish a summary of our approach used to generate the published tenant satisfaction measures.
The Summary of Approach supporting document shares the information on how we collected the results.