Performance and Tenant Satisfaction Measures

TSMs collected from tenant satisfaction surveys 

Overall satisfaction

65.3%

59.0% 

Satisfaction with repairs 

65.3% 

63.3% 

Satisfaction with time taken to complete most recent repair 

61.7% 

60.0% 

Satisfaction that the home is well maintained 

65.5% 

60.9% 

Satisfaction that the home is safe 

66.5% 

66.5% 

Satisfaction that the landlord listens to tenant views and acts upon them 

55.8% 

51.3% 

Satisfaction that the landlord keeps tenants informed about things that matter to them 

72.7%

66.0% 

Agreement that the landlord treats tenants fairly and with respect 

73.9% 

69.0% 

Satisfaction with the landlord’s approach to handling complaints 

26.3% 

25.6% 

Satisfaction that the landlord keeps communal areas clean and well maintained 

67.5% 

61.5% 

Satisfaction that landlord makes positive contribution to neighbourhood 

70.7% 

62.0% 

Satisfaction with the landlord’s approach to handling anti-social behaviour 

58.2%

57.7%

TSMs from management information

Complaints relative to the size of the landlord - Stage 1 

103.7

73.48 

Complaints relative to the size of the landlord - Stage 2 

15.3 

14.65 

Complaints responded to within Complaint Handling Code timescales - Stage 1 

83.2%  

73.9% 

Complaints responded to within Complaint Handling Code timescales - Stage 2 

13.8% 

67.2% 

Anti-social behaviour cases relative to the size of the landlord 

99.0

32.10

Anti-social behaviour cases relative to the size of the landlord that involve hate incidents

0.3

0.47 

Homes that do not meet the Decent Homes Standard

20.4% 

12.5%

Non- emergency repairs completed within target timescale 

81.3% 

77.5% 

Emergency repairs completed within target timescale 

75.9%

90.6%

Gas safety checks 

99.97% 

99.84% 

Fire safety checks

98.7% 

99.92% 

Asbestos safety checks

99.0%

100.00%

Water safety checks

83.2%

99.47%

Lift safety checks

59.0% 

98.30%