How we are performing as a landlord

Moving THH into the council

We are currently moving content from the THH website onto the Tower Hamlets Council (LBTH) website.

We are keen to involve council tenants and leaseholders in this process to ensure information is easy to find and understand.

Please get in contact if you are interested in helping us design our new website (email scrutiny@towerhamlets.gov.uk – to take place in early September).

Measuring our performance

Our performance progress is regularly reviewed 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 working on finalising our annual report for 2023/24 and will publish it on this page.

Tenant satisfaction measures

The Regulator of Social Housing (RSH) has finalised new tenant satisfaction measures (TSMs) for all social landlords, including THH/LBTH. There are 22 tenant satisfaction measures, including 12 tenant perception measures and 10 management information measures.

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

For the satisfaction questions we commissioned Kwest Research Ltd to conduct a telephone survey on our behalf. The survey was carried out from July 2023 to March 2024.

For us to meet our requirements, we need to conduct a certain number of surveys for the number of properties we manage. As we have around 11,400 tenants, we completed 995 surveys to achieve a representative sample.