Overall Resident Satisfaction
We are pleased to share the results with you and report our 2024 overall satisfaction rate.
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.
Completion of gas safety checks
Completion of fire safety checks
Completion of asbestos safety checks
Completion of water safety checks
Completion of communal passenger lift safety checks
Responsible neighbourhood management
We take anti-social behaviour (ASB) seriously and are committed to fostering safe, respectful communities — the figures below show how we’re addressing ASB.
opened per 1,000 homes
opened per 1,000 homes
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.
Our target timescale for emergency repairs detailed below:
For Housing 21 properties
• Emergency completed within 24 hours
• Urgent completed within 7 days
• Routine completed within 28 days
Walsall PFI properties
• Non Emergency completed within 14 Days
• Urgent completed within 7 Days
• Urgent completed within 5 Days
• Urgent completed within 3 Days
- Emergency completed within 2 hours
- Emergency 4 Hours
Keeping properties in good repair
Percentage of homes that meet the Decent Homes Standard
Satisfaction with the overall repairs service
Satisfaction with how well homes are maintained
completed within the landlord’s target timescale
completed within the landlord’s target timescale.
Rented Properties:
Percentage of residents who are satisfied with the overall repairs service
Percentage of residents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair
Percentage of residents who report that they are satisfied that their home is well maintained
Percentage of residents who report that they are satisfied that their home is safe.
Percentage of residents who are satisfied that Housing 21 listens to tenant views and acts upon them
Percentage of residents who are satisfied that Housing 21 keeps them informed about things that matter to them
Percentage of residents who agree that Housing 21 treats them fairly and with respect
Percentage of residents who report making a complaint in the last 12 months who are satisfied with Housing 21’s approach to complaints handling
Percentage of residents who report that they are satisfied that Housing 21 keeps communal areas clean and well maintained
Percentage of residents who report that they are satisfied that Housing 21 makes a positive contribution to the neighbourhood
Percentage of residents who report that they are satisfied with Housing 21’s approach to handling anti-social behaviour
Rented Properties - Complaints
We are committed to providing a high standard of service and take all complaints seriously — the figures below show how we respond to and resolve complaints raised by our residents
per 1,000 homes
per 1,000 homes
within the Housing Ombudsman’s Complaint Handling Code timescales
within the Housing Ombudsman’s Complaint Handling Code timescales
Shared Ownership Properties:
Percentage of residents who report that they are satisfied that their home is safe.
Percentage of residents who are satisfied that Housing 21 listens to tenant views and acts upon them
Percentage of residents who are satisfied that Housing 21 keeps them informed about things that matter to them
Percentage of residents who agree that Housing 21 treats them fairly and with respect
Percentage of residents who report making a complaint in the last 12 months who are satisfied with Housing 21’s approach to complaints handling
Percentage of residents who report that they are satisfied that Housing 21 keeps communal areas clean and well maintained
Percentage of residents who report that they are satisfied that Housing 21 makes a positive contribution to the neighbourhood
Percentage of residents who report that they are satisfied with Housing 21’s approach to handling anti-social behaviour
Shared Ownership Properties - Complaints
We are committed to providing a high standard of service and take all complaints seriously — the figures below show how we respond to and resolve complaints raised by our residents
per 1,000 homes
per 1,000 homes
within the Housing Ombudsman’s Complaint Handling Code timescales
within the Housing Ombudsman’s Complaint Handling Code timescales
Our approach
The Tenant Satisfaction Measures (TSM) Standard mandates that all registered providers develop and report TSMs in accordance with the guidelines set by the regulator. As part of this requirement, it is necessary for Housing 21 to inform its residents about its approach to conducting the TSM Perception survey and collecting data.
This section details Housing 21’s methodology and outlines the criteria specified in the Regulator of Social Housing’s publication, Tenant Satisfaction Measures Return.
Frequently asked questions
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 12 questions relating to 22 Tenant Satisfaction Measures (TSMs). The other 10 measures are captured through our performance data.
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
We used a census methodology to conduct our 2024 resident survey. We believe that there are many benefits to adopting this approach:
- A census approach provides us with richer, more robust data on which we can act.
- In accordance with our devolved model, a census approach gives us better local level data, so that we can formulate scheme-specific action plans
- Historically, residents have told us they have been disappointed not to have been able to take part in a survey. A census ensures everyone can have a voice.
We used an independent third-party agency, Acuity, to deliver our National Residents' Survey. This is so that we can ensure that resident voices can be anonymous, meaning they are more likely to speak freely and openly. The surveys were sent out as either online or paper copy format, as this approach has proven popular in previous years’ surveys, before the introduction of the new Tenant Satisfaction Measures.
Download a copy of the survey here. The surveys vary depending on the tenure type and if care services are included.
Rented and Care Services (one resident)
Rented and Care Services (two residents)
Shared Ownership and Care Services (one resident)
Shared Ownership and Care Services (two residents)
The Tenant Satisfaction Measures (TSM) Standard mandates that all registered providers develop and report TSMs in accordance with the guidelines set by the regulator. As part of this requirement, it is necessary for Housing 21 to inform its residents about its approach to conducting the TSM Perception survey and collecting data.
Details of our approach can be found in the 'Summary of approach' section on this webpage.
