Our latest performance figures
The results of our 2023 Tenant Satisfaction Measures (TSM) survey are as follows, broken down by overall satisfaction levels and the five key theme areas:
- Keeping properties in good repair
- Building safety and safety checks
- Respectful and helpful engagement
- Effective handling of complaints
- Responsible neighbourhood management
Overall satisfaction = 86 percent
Keeping properties in good repair
- Percentage of homes that meet the Decent Homes Standard: 100 percent
- Satisfaction with the overall repairs' service: 87 percent
- Satisfaction with time taken to complete repairs: 83 percent
- Percentage of repairs completed within the target timescale: 95 percent
- Satisfaction with how well homes are maintained: 87 percent
Building safety and safety checks
- 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
- 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
- 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
- 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
