Tenant Satisfaction Measures 2023

Every year we undertake an annual survey to find out how satisfied residents are with the services provided by Housing 21.

The anonymous survey incorporates questions relating to Tenant Satisfaction Measures (TSMs).

Under the new Social Housing Regulation Act, from 2024 onwards, all social housing landlords (such as Housing 21), must record performance against these key measurables. This is to ensure residents are living in acceptable standards of housing and can hold failing landlords to account.

The Tenant Satisfaction Measures focus on five key themes, which contribute to the overall satisfaction levels:

  • Keeping properties in good repair
  • Building safety and safety checks
  • Respectful and helpful engagement
  • Effective handling of complaints
  • Responsible neighbourhood management
  • Position statement

    At Housing 21, we value our residents’ feedback and continuously strive to improve their living experience. Our recently conducted Tenant Satisfaction Measures (TSM) survey (2023) provides valuable insights into our performance, highlighting areas of strength and opportunities for growth.

    We are pleased to share the results with you and report that for 2023 our overall satisfaction rate is 86 percent.

    The majority of our residents expressed contentment with various aspects of our services, including property maintenance, safety and repairs. With 88 percent of residents satisfied that we provide a home that is safe and 87 percent being satisfied with repairs and consider their home to be well maintained This positive feedback reflects our commitment to delivering quality housing solutions.

    However, we know that there is still work to be done and both Extra Care and Retirement Living colleagues are working to address those areas where our approach needs improving.

    Our TSM survey results serve as a compass, guiding us toward excellence and we will use them to inform our services, improve what we do and prioritise for the future.

  • Keeping properties in good repair

    We want all residents to feel safe at home by ensuring the necessary checks and repairs are undertaken when required. We organise repairs at a local level and prioritise the timeframe depending upon the urgency

    • Percentage of residents who are satisfied their home is safe: 88 percent
    • Completion of gas safety checks: 100 percent
    • Completion of fire safety checks: 99 percent
    • Completion of asbestos safety checks: 100 percent
    • Completion of water safety checks: 98 percent
    • Completion of lift safety checks: 99 percent
  • Building safety and safety checks

    We want all residents to feel safe at home by ensuring the necessary checks and repairs are undertaken when required. We organise repairs at a local level and prioritise the timeframe depending upon the urgency

    • Percentage of residents who are satisfied their home is safe: 88 percent
    • Completion of gas safety checks: 100 percent
    • Completion of fire safety checks: 99 percent
    • Completion of asbestos safety checks: 100 percent
    • Completion of water safety checks: 98 percent
    • Completion of lift safety checks: 99 percent
  • Respectful and helpful engagement

    As a responsible landlord, we need to ensure all information is made accessible to residents and engage with individuals in a respectful way where their views are heard and acted upon.

    • Satisfaction with how Housing 21 keeps residents informed about the issues that matter: 83 percent
    • Satisfaction that resident views are listened to and acted upon: 73 percent
    • Agree that Housing 21 treats residents fairly and with respect: 86 percent
  • Effective handling of complaints

    We always strive to deliver the best possible service to our residents but we recognise there will be times when we need to improve. We need to ensure in this circumstances residents receive a satisfactory service to try and bring about a resolution.

    • Satisfaction with Housing 21’s approach to complaint handing: 47 percent
    • Percentage of complaints per 1,000 properties: 2.7 percent
    • Complaints responded to within the Complaint Handling Code timescales: 93 percent
  • Responsible neighbourhood management

    We know that where residents live extends beyond their own homes; it includes the communal area and local community. We want to ensure our schemes are an integral and integrated part of the local area which are clean and welcoming.

    • Satisfaction with the cleanliness and maintenance of communal areas 90 percent
    • Satisfaction with Housing 21’s contribution to the local neighbourhood: 70 percent
    • Satisfaction with Housing 21’s handling of antisocial behaviour: 71 percent
    • Percentage of antisocial behaviour cases per 1,000 properties: 16 percent
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