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

  • Residents in rented properties: 86.6 percent 
  • Residents in shared ownership properties: 79.7 percent

Keeping properties in good repair

  • Percentage of homes that meet the Decent Homes Standard: 100 percent
  • Satisfaction with the overall repairs' service: 86.8 percent
  • Satisfaction with time taken to complete repairs: 82.9 percent
  • Percentage of non-emergency repairs completed within the target timescale: 80.2 percent
  • Percentage of emergency repairs completed within the target timescale: 73.2 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
    • Residents in rented properties: 88.7 percent 
    • Residents in shared ownership properties: 83.2 percent
  • Completion of gas safety checks: 100 percent
  • Completion of fire safety checks: 100 percent
  • Completion of asbestos safety checks: 100 percent
  • Completion of water safety checks: 100 percent
  • Completion of lift safety checks: 99.5 percent

Respectful and helpful engagement

  • Satisfaction with how Housing 21 keeps residents informed about the issues that matter:
    • Residents in rented properties: 83 percent 
    • Residents in shared ownership properties: 76.6 percent
  • Satisfaction that resident views are listened to and acted upon:
    • Residents in rented properties: 73 percent 
    • Residents in shared ownership properties: 68.9 percent
  • Agree that Housing 21 treats residents fairly and with respect:
    • Residents in rented properties: 85.9 percent 
    • Residents in shared ownership properties: 81 percent

Effective handling of complaints

  • Satisfaction with Housing 21’s approach to complaint handing: 
    • Residents in rented properties: 48.6 percent 
    • Residents in shared ownership properties: 33.7 percent
  • Number of stage one complaints received per 1,000 homes:
    • Residents in rented properties: 5.9 percent 
    • Residents in shared ownership properties: 15.1 percent
  • Number of stage two complaints received per 1,000 homes:
    • Residents in rented properties: 1.4 percent 
    • Residents in shared ownership properties: 4.8 percent
  • Proportion of stage one complaints responded to within the Complaint Handling Code timescales:
    • Residents in rented properties: 92.7 percent 
    • Residents in shared ownership properties: 95.5 percent
  • Proportion of stage two complaints responded to within the Complaint Handling Code timescales:
    • Residents in rented properties: 96.2 percent 
    • Residents in shared ownership properties: 100 percent

Responsible neighbourhood management 

  • Satisfaction with the cleanliness and maintenance of communal areas 
    • Residents in rented properties: 90.2 percent 
    • Residents in shared ownership properties: 87.4 percent
  • Satisfaction with Housing 21’s contribution to the local neighbourhood:
    • Residents in rented properties: 70.2 percent 
    • Residents in shared ownership properties: 62.4 percent
  • Satisfaction with Housing 21’s handling of antisocial behaviour:
    • Residents in rented properties: 71.2 percent 
    • Residents in shared ownership properties: 62.4 percent
  • Percentage of antisocial behaviour cases per 1,000 properties: 15.3 percent
  • Percentage of antisocial behaviour cases that involve hate incidents per 1,000 properties: 0 percent 
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