Performance and TSMs
Measuring our performance
Our performance across all areas of the business. We use this information to measure our successes and identify areas for improvement.
We collect information, including satisfaction data, from tenants and leaseholders and publish the findings in our annual report.
Data collection for our 2023/24 annual report finished in March 2024. We are currently finalising our annual report for 2023/24 and will publish it on this page.
Tenant satisfaction measures
The Regulator of Social Housing (RSH) has introduced new tenant satisfaction measures (TSMs) for all social landlords, including Tower Hamlets Council. There are 22 measures, including 12 based on tenant feedback and 10 based onn management information.
The Regulator only expects this data to be collected from tenants, however we will continue to survey our leaseholders to ensure we have representative views across all residents.
Our TSM performance in 2023/24 (*tenant only data)
Tenant Satisfactory Measure (TSM)
| 2023-24 TSMs | Our results | London average |
|---|
|
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 of which cases relating to crime
|
0.3
|
0.47
|
|
Homes that do not meet the Decent Homes Standard
|
20.4%
|
0.0%
|
|
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%
|
Methodology
We need to conduct a certain number of surveys for the number of properties we manage. We commissioned Kwest Research Ltd to conduct a telephone survey on our behalf. This was carried out from July 2023 to March 2024.
As we have around 11,400 tenants, we completed 995 surveys to achieve a representative sample.
Read our tenant client report.