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Both the Met Office and UK Health Security Agency (UKHSA) have extended the red alerts for Surrey and the south east until 11pm on Friday 26 June.
Tenant Satisfaction Measures
Satisfaction measures we must follow and our annual Tenant Satisfaction Measures (TSMs) survey results.
Tenant Satisfaction Measures: survey results 2023 to 2024
We had 433 survey responses from 2,926 households. This included:
- 85% from 'general needs' accommodation
- 15% from sheltered housing
Download the documents below to read how we carried out the research with tenants, and how we used the survey responses to publish our results.
Full TSM results
Tenant perception measure results
| Regulator code | What we asked our tenants about | Our result |
|---|---|---|
| TP01 | Overall satisfaction | 55.7% |
| TP02 | Repairs | 62.8% |
| TP03 | Time taken to complete most recent repair | 56.1% |
| TP04 | Home is well maintained | 51% |
| TP05 | Home is safe | 62.7% |
| TP06 | Landlord listens to views and acts upon them | 37.5% |
| TP07 | Landlord keeps tenants informed about things that matter | 47.7% |
| TP08 | Agreement that landlord treats tenants fairly and with respect | 61.2% |
| TP09 | Landlord's approach to complaints | 13% |
| TP10 | Landlord keeps communal areas clean and well-maintained | 47.3% |
| TP11 | Landlord makes a positive contribution to neighbourhood | 39% |
| TP12 | Landlord's approach to handling anti-social behaviour (ASB) |
33.1% |
Management information measure results: building safety
| Regulator code | Measure title | Our result |
|---|---|---|
| BS01 | Homes needing gas safety checks and these were done | 98.2% |
| BS02 | Homes needing fire safety checks and these were done | 100% |
| BS03 | Homes needing asbestos surveys or re-inspections and these were done | 88.1% |
| BS04 | Homes needing legionella risk assessments and these were done | 74.9% |
| BS05 | Homes needing communal lift safety checks and these were done | 88.9% |
Management information measure results: anti-social behaviour (ASB)
| Regulator code | Measure title | Our result |
|---|---|---|
| NM01(1) | Anti-social behaviour cases opened per 1,000 homes | 7.2% |
| NM02(2) | Anti-social behaviour hate cases opened per 1,000 homes | 0% |
Management information measure results: Decent Homes Standards (DHS) and repairs
| Regulator code | Measure title | Our result |
|---|---|---|
| RP01 | Homes which do not meet the decent homes standard | 9.1% |
| RP02(1) | Non-emergency repairs done within the landlord's set timescale | 78.7% |
| RP02(2) | Emergency repairs done within the landlord's set timescale | 91.5% |
Management information measure results: complaints
| Regulator code | Measure title | Our result |
|---|---|---|
| CH01(1) | Stage one complaints per 1,000 homes | 17.8% |
| CH01(2) | Stage two complaints per 1,000 homes | 3.8% |
| CH02(1) | Stage one complaints answered within the Housing Ombudsman's complaint handling set timescales | 64.4% |
| CH02(2) | Stage one complaints answered within the Housing Ombudsman's complaint handling set timescales | 27.3% |
National results
The regulator publishes the Tenant Satisfaction Measures results – GOV.UK for all housing providers across England.
Improvement actions
To help improve our results for 2024 to 2025, our Housing and Improvement Programme focused on:
- checking the conditions of properties
- carrying out work to improve fire safety
- training all our housing staff to better handle complaints
- forming a strategy to communicate with our residents
- running resident focus groups
- bringing our guidance and policies up to date