Tenant Satisfaction Measures

Your feedback is really important to us. We listen to what you say to help us make improvements to our services. To help you understand how we are performing, take a look at our Tenant Satisfaction Measures (TSMs). These measures have been introduced by the Regulator of Social Housing for all social landlords in England.

What are the measures?

There are 22 measures in total:

12 customer perception measures: These show satisfaction with our services, for example, how well we manage repairs or resolve complaints.

10 performance measures: These are based on our performance information, for example, how many of our homes meet the Decent Homes standard.

Our results 23/24

Below you can see our first set of results, covering 1 April 2023 to 31 March 2024.

We’re required to publish these results annually.

Social and affordable rent customers

Customer perception measures

Overall satisfaction

Satisfaction with our overall repairs service

Satisfaction with the time taken to complete your most recent repair

Satisfaction that your home is well maintained

Satisfaction that your home is safe

Satisfaction that we listen to your views and act upon them

Satisfaction that we keep you informed about things that matter to them.

Satisfaction that we treat you fairly and with respect.

Satisfaction with our approach to handing your complaint

Satisfaction that we keep communal areas clean and well-maintained

Satisfaction that we make a positive contribution to the neighbourhood

Satisfaction with our approach to handling anti-social behaviour

Shared ownership customers

Overall satisfaction

Satisfaction that your home is safe

Satisfaction that we listen to your views and act upon them

Satisfaction that we keep you informed about things that matter to them.

Satisfaction that we treat you fairly and with respect.

Satisfaction with our approach to handing your complaint

Satisfaction that we keep communal areas clean and well-maintained

Satisfaction that we make a positive contribution to the neighbourhood

Satisfaction with our approach to handling anti-social behaviour

Management information measures

Tenant Satisfaction Measures – management information	Low cost rented accommodation (social and affordable rent customers)
Proportion of homes that do not meet the Decent Homes Standard.	0.6%
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale.	68.8%
Proportion of emergency responsive repairs completed within the landlord’s target timescale.	66.6%

Tenant Satisfaction Measures – management information	Low cost rented accommodation and low cost home ownership combined
Proportion of homes for which all required gas safety checks have been carried out.	92.8%
Proportion of homes for which all required fire risk assessments have been carried out.	90.2%
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out.	99.0%
Proportion of homes for which all required legionella risk assessments have been carried out.	79.2%
Proportion of homes for which all required communal passenger lift safety checks have been carried out.	89.8%

Tenant Satisfaction Measures – management information	Low cost rented accommodation (social and affordable rent customers)	Low cost home ownership (shared ownership customers)
Number of stage one complaints received per 1,000 homes.	151.8	143.5
Number of stage two complaints received per 1,000 homes.	21.9	32.7
Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.	43.5%	38.5%
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.	63.1%	76.7%

Tenant Satisfaction Measures – management information	Low cost rented accommodation and low cost home ownership combined
Anti-social behaviour cases relative to the size of the landlord	23
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes	6.4

Overall satisfaction

Overall satisfaction with our services is 51.8%. The key areas you’d like us to improve related to how we respond to your enquiries, the quality of our repairs service and how we handle complaints.

Many of the issues raised are known to us and we’re taking action to make significant and rapid changes as set out in our improvement plans. We’ll also be publishing our Customer Annual Report this Autumn with more information on our performance over the past year.

Safety

Your safety concerns mainly relate to communal entrance door security, anti-social behaviour, damp and mould and fire safety, and the time it is taking at some developments to replace cladding.

Customer safety is our top priority. Find out more about the work we’re doing:

Respectful and helpful

You’ve told us that you don’t always feel well informed on the things that matter to you, that you often chase us for a response and that we don’t always act on your views. Some of you also commented that decisions are made without proper consultation with residents.

Last year, we began a two-year customer experience transformation programme, focusing on making sure we better record all our contact with you, so you never have to repeat your story. We’re also delivering customer experiencing training for colleagues and providing more ways for you to contact us, such as through live chat and service apps.

We also launched a new customer engagement programme to get more of you involved in shaping our services.Find out more

Handling complaints

Many of you are not satisfied with our complaints service. You’ve told us we need to respond faster and update you more regularly, so you know what is happening with your complaint. Some of you also said you felt that little or no action took place as a result of your complaint, whilst others said they were not happy with the level of compensation they’d been awarded.

We’ve been taking urgent action to improve how we investigate and respond to the issues your report to us.Find out more.

Neighbourhood management

At some schemes, you said that cleaning and maintenance needs to be improved. We’re making improvements at schemes where we’ve had high volumes of complaints, increasing frequency of cleaning and better management of our contractors. We’re also doing more regular inspections to help us to spot issues more quickly so we can put things right.

When asked about anti-social behaviour, your concerns related to not being happy with the outcome of our investigation and wanting to hear from us more frequently without having to chase us. We’re also working to improve your satisfaction with our ASB service. Find out more here.

And in response to the survey question about A2Dominion making a positive contribution to your neighbourhood, many of you said you weren’t sure what this referred to specifically, or that you were unaware of the work we do in local neighbourhoods. Find out more about the positive contribution we are making to your neighbourhoods.

Who we survey

The surveys are carried out with customers living in low-cost rental homes (i.e. social rent, affordable rent) and low-cost home ownership properties (i.e. shared ownership). This is in line with the requirements set by the Regulator.

How we do the surveys

The surveys are carried out either via text message, email or telephone. We do this in line with your communication preferences.

Our survey partner

In April 2024, we commissioned an external company called The Leadership Factor (TLF) to carry out the surveys on our behalf. TLF follow the Market Research Society Code of Conduct and gathers the data in line with GDPR. Your answers are subject to normal market research rules of confidentiality.

More information

To find out more about the measures visit the Regulator of Social Housing.

Thank you to all our customers who have taken the time to answer our TSM surveys. We’re committed to listening to your feedback to help us understand what we’re doing well and where we need to improve.